Refund policy

Last updated: August 2026

Overview

At Kavero Home, we want you to shop with confidence. If there is a problem with your order, please contact us and we will work to resolve it as quickly as possible.

This policy explains your cancellation, return and refund rights. Nothing in this policy affects your rights under UK consumer law.

Change-of-Mind Returns

If you change your mind about an eligible purchase, you have 14 days from the date you receive your order to tell us that you wish to cancel.

After notifying us, you then have 14 days to return the item.

For change-of-mind returns:

You are responsible for the cost of returning the item.
Please contact us before returning anything so we can provide the correct return instructions.
Do not return an item to the address shown on the original parcel unless we specifically instruct you to do so.
You should take reasonable care of the item while it is in your possession.

You may inspect an item as you reasonably would in a shop. If it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make a deduction from the refund for any reduction in value where permitted by law.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, not as described, or you receive the wrong item, please contact us as soon as possible.

Please provide:

Your order number
A brief description of the problem
Clear photographs or a short video showing the issue, where reasonably possible

We will review the issue and provide an appropriate solution, which may include a refund, replacement or other remedy, depending on the circumstances and your legal rights.

If an item is faulty, damaged or incorrect, you will not be required to pay return postage where we are legally responsible for the return cost.

In some circumstances, we may confirm that you do not need to return the item.

Please do not pay to return a faulty, damaged or incorrect item unless we have provided you with return instructions.

Orders That Don't Arrive

If your order has not arrived within the estimated delivery period provided for your order, please contact us.

We will investigate the shipment using the available tracking information and work with the delivery provider or supplier where necessary.

If your order is confirmed as lost or you are otherwise entitled to a refund, we will provide an appropriate replacement or refund.

How to Request a Return or Refund

To request a cancellation, return or refund, contact Kavero Home customer support with:

Your order number.
The email address used to place the order.
A brief explanation of your request.
Photos or video where relevant to a damaged, faulty or incorrect item.

We will review your request and provide the appropriate next steps.

Please contact us before sending any item back.

Refunds

Where a refund is due, it will be issued to your original payment method.

For eligible cancellations, refunds will be processed within the timeframes required by applicable UK consumer law.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.

For change-of-mind cancellations, we will refund any standard outbound delivery charge where required by law. If you selected a more expensive delivery option than our standard delivery service, any additional delivery cost may not be refundable.

Order Cancellations Before Dispatch

If you want to cancel an order before it has been dispatched, please contact us as soon as possible.

If we are able to stop the order before dispatch, we will cancel it and issue the appropriate refund.

If your order has already been dispatched, we may be unable to stop the shipment. You can still exercise your applicable cancellation rights after receiving the order.

Return Shipping

For ordinary change-of-mind returns, you are responsible for the return shipping cost.

Where an item is faulty, damaged, incorrect or not as described, we will handle return costs in accordance with your legal rights.

Always contact us for return instructions before sending an item.

Exceptions

Certain products may be excluded from change-of-mind cancellation rights where permitted by law, including certain personalised or made-to-order products.

Any applicable exception will be made clear where relevant.

This does not affect your rights regarding goods that are faulty, damaged or not as described.