Refund policy
This Returns and Refunds Policy applies to all orders placed through khuulshop.com, operated by Khuul OÜ, Estonia. It forms part of our Terms and Conditions and does not affect your statutory rights as a consumer.
Return window
Items can be returned for a refund within 14 days. You have 14 days from the date you receive your order to hand the parcel over to FedEx.
The date on which FedEx takes possession of the parcel is the date that counts, not the date the parcel reaches us. Keep your drop-off receipt as proof.
Where we accept returns
Our FedEx return process is available for orders delivered to:
- The United States
- The European Union, including Norway and the United Kingdom
- Singapore
Orders delivered to any other country or region are not eligible for return, unless the item is defective. Defective items can be returned from any country or region. See Defective and incorrect items below.
Condition of returned items
All items must be returned in their original, unworn condition with the original tags still attached, together with any packaging, dust bags or accessories supplied.
You may handle and inspect an item as you would in a physical shop. If an item has been used beyond what is necessary to establish its nature, characteristics and functioning, or shows signs of wear, we reserve the right to reduce the refund in proportion to the loss in value.
The right of return does not apply where the buyer is a legal entity rather than a consumer.
How to open a return
You can open a return yourself from your customer account:
- Log in to your account
- Open the relevant order
- Select the items you wish to return and submit the request
Once the return is approved we will e-mail you a prepaid FedEx return label. Attach the label to the parcel and hand it to FedEx within your 14 day window.
If you prefer, you can request a return by e-mailing help@khuulshop.com with your order number and the items you wish to return.
Return cost
We provide the FedEx return label so that you do not have to arrange or pay for return carriage yourself.
A fee of 15% of the value of the returned items is deducted from your refund. This fee covers the cost of returning the goods.
Original shipping charges are non-refundable.
Where you chose a delivery method more expensive than our standard option, any refund of delivery costs is limited to the cost of the standard method.
Refunds
Once your return has been received and inspected, your refund will be issued to the original payment method.
Refunds are processed without undue delay and in any event within 14 days of our receiving the returned goods, or of your providing proof that the goods have been handed to the carrier, whichever is earlier.
The refund will be the value of the returned items, less the 15% return cost and less the original shipping charge. Your bank or card issuer may take several additional working days to display the funds.
Defective and incorrect items
If an item arrives defective, damaged or is not the item you ordered, contact us at help@khuulshop.com with your order number and photographs of the issue.
In these cases:
- The return is free and no return fee is deducted
- A replacement is sent to you at no cost
- If a replacement is not available, you receive a full refund including your original shipping cost
- Defective items can be returned from any country or region, including destinations otherwise outside our return coverage
- The condition requirements above do not apply
Exchanges
Exchanges are handled under a separate policy. Please see our Exchange Policy for the full terms.
Cancellations
You may request to cancel an order at any point before it has been dispatched. Because orders enter fulfilment quickly, we ask that you contact us as soon as possible.
To cancel, e-mail help@khuulshop.com with your order number and the word "cancellation" in the subject line, or contact us through your customer account. A cancellation is effective only once we have confirmed it in writing.
Cancelled orders are subject to a 10% cancellation fee, calculated on the value of the cancelled items. The remainder is refunded to your original payment method. This fee covers the costs we incur in taking, processing and reversing an order, including non-recoverable payment processing charges.
You may cancel part of an order, provided it has not yet been dispatched. The cancellation fee applies to the value of the cancelled items only. Where cancelling part of an order takes the remaining order below a free shipping threshold, standard shipping charges may apply to the remainder.
Once an order has been handed to the carrier it can no longer be cancelled. If you no longer want the order, you may refuse delivery or return it once it arrives under the terms set out above, including the 15% return cost and the non-refundable original shipping charge.
Confirmed cancellations are refunded without undue delay and in any event within 14 days of confirmation.
We reserve the right to cancel an order, in whole or in part, where the item is unavailable or out of stock, the price or product information was listed incorrectly due to an error, we are unable to ship to your destination, payment cannot be verified or the order is suspected to be fraudulent, or the order appears to be placed by a dealer, reseller or distributor. Where we cancel an order, no cancellation fee is charged and you are refunded in full including any delivery costs paid.
Disputes
If you have a complaint, contact us first at help@khuulshop.com. We respond to consumer complaints in writing within 15 days.
If we cannot resolve the matter by agreement, you may refer it to the Estonian Consumer Disputes Committee free of charge, or use the European Union online dispute resolution platform.
Contact
Questions about returns can be sent to help@khuulshop.com.