Refund policy

🟦 RETURNS & REFUNDS POLICY — Kimeo UK

Last updated: 14/10/2026

At Kimeo UK, customer satisfaction is important to us.
If you are not fully satisfied with your purchase, you may request a return or refund under the conditions outlined below.

This policy does not affect your statutory rights as a consumer.

🟩 1. Your Statutory Right to Cancel (14 Days)

If you are a consumer in the United Kingdom, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

Where your order is delivered in several separate consignments, this period runs from the day you receive the last item.

To exercise this right, inform us of your decision before the 14-day period expires, by email or by any clear statement.
You must then return the goods within 14 days of telling us.

✅ Refunds under this statutory right include the standard delivery cost of the original order.
Any additional cost resulting from your choice of a more expensive delivery option is not refunded.

Certain goods are excluded from this right — see section 3 below.

🟩 2. Commercial Return Period (30 Days)

In addition to your statutory right above, we offer a commercial return window of 30 days from the date of delivery.

Requests made after this period may not be accepted unless the item is faulty or defective.

This commercial policy is offered voluntarily and does not limit your statutory rights.

🟩 3. Eligibility for Returns

To be eligible for a return, items must be:

  • unused,

  • undamaged,

  • in their original packaging where applicable.

You may handle the goods as you would in a shop to check their nature and function.
A deduction may be applied if the value of the goods has been reduced by handling beyond what is necessary.

Returns are not accepted for:

  • personalised or custom-made items,

  • sealed hygiene products once unsealed,

  • digital downloads,

  • gift cards.

🟩 4. How to Request a Return

To request a return, please contact us at:
📧 shopkimeo@gmail.com

Please include:

  • your full name,

  • order number,

  • reason for the return,

  • photos if the item is damaged or faulty.

We typically respond within 24 to 48 business hours.

🟩 5. Return Address

Return address : FLAT 2304, 23/F HO KING COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK, HONG KONG.

⚠️ Do not return any item without receiving instructions first.
Items returned without authorisation may be lost and cannot be refunded.

🟩 6. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless:

  • the item is faulty,

  • the item arrived damaged,

  • or an incorrect item was sent.

We strongly recommend using a tracked shipping service.
Kimeo UK is not responsible for items lost during return transit.

🟩 7. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible.

In such cases, we will:

  • cover the return shipping costs,

  • and offer either a replacement or a full refund, according to your preference.

Evidence (photos or videos) may be required.

⚖️ Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If they are not, you have the right to reject them within 30 days of delivery for a full refund. After this period, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

🟩 8. Refunds

Once the returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds are processed to the original payment method within:
⏳ 3 to 10 business days

Where a refund is due under your statutory right to cancel, it will be issued within 14 days of us receiving the goods back or of you providing proof of return, whichever is earlier.

Original shipping fees are non-refundable under the commercial 30-day policy, unless the return is due to our error or your statutory right to cancel applies.

🟩 9. Exchanges

We replace items only if they are defective, damaged, or incorrect.

To request an exchange, please contact:
📧 shopkimeo@gmail.com

🟩 10. Order Cancellation

Orders may be cancelled within 12 hours of purchase, before processing begins.

After this period, the order may already be processed or shipped.
If shipped, you may still exercise your statutory right to cancel once the goods are delivered, as described in section 1.

🟩 11. Non-Refundable Items

The following items cannot be refunded, except where they are faulty or where your statutory rights apply:

  • personalised products,

  • sealed hygiene products once unsealed,

  • digital content,

  • gift cards,

  • items marked as “final sale”.

🟩 12. Late or Missing Refunds

If you have not received your refund after 10 business days:

  1. Check with your bank or payment provider

  2. Verify the original payment method

  3. Contact us at 📧 shopkimeo@gmail.com

We will assist you in resolving the issue.

Company Information

Company Name: QUETZAL BALAM LIMITED

Registration: 80249274

Address: FLAT 2304, 23/F HO KING COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK, HONG KONG

Website: https://kimeo.co.uk/

Email: shopkimeo@gmail.com

Phone number: [to be completed]