Refund policy

Return & Refund Policy

We want you to be happy with your purchase from Kept Store. This policy explains your rights to cancel, return and obtain a refund. It sits alongside — and does not affect — your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your 14-day right to cancel (cooling-off period)

If you are a consumer in the UK or EU, you have the right to cancel your order within 14 days without giving a reason. This cancellation period ends 14 days after the day you (or someone you nominate) receive the goods — or, where an order is delivered in multiple parcels, 14 days after you receive the last parcel.

To exercise this right, tell us clearly that you wish to cancel before the 14 days are up. The easiest way is to email returns@keptstore.co with your order number. 

After telling us you're cancelling, you must return the goods without undue delay and within 14 days.

How to start a return

1. Email returns@keptstore.co with your order number and which item(s) you're returning.
2. We'll confirm and send you instructions on where and how to send your parcel.
3. Send the item(s) back to us. Items sent back without first requesting a return may not be accepted.

Condition of returned items

To receive a full refund, items should be returned in the same condition you received them — unused, with any tags and in their original packaging. You are entitled to handle the goods as you would in a shop to check they're as expected; but if their value is reduced because you've handled them more than that, we may make a proportionate deduction from your refund.

Please keep your receipt or proof of purchase, and obtain proof of postage when you return an item.

Who pays for return postage

You are responsible for the cost of returning items to us. We recommend using a tracked service and keeping your proof of postage, as we cannot be responsible for items lost in transit back to us.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund is approved. If approved, we'll refund you to your original payment method:

• For cooling-off cancellations: within 14 days of receiving the goods back (or of you providing evidence that you've sent them, whichever is sooner). Your refund will include the original standard outbound delivery charge you paid. Where you chose a premium/upgraded delivery option, we refund only up to the cost of our standard service.
• For all other approved returns: within 10 business days of approval.

It can take additional time for your bank or card provider to post the refund. If more than 15 business days have passed since we approved your refund and you've not received it, contact us at hello@keptstore.co.

Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us as soon as possible if an item is faulty, damaged or not what you ordered. Under the Consumer Rights Act 2015, if an item is faulty you have a right to a refund if you let us know within 30 days of receipt; after that you may be entitled to a repair, replacement or refund. For faulty, damaged or incorrect items we cover the cost of return and put things right at no charge to you — just contact us at hello@keptstore.co with your order number and, where possible, a photo.

Exchanges

The fastest way to get the item you want is to return the original item and, once the return is accepted, place a separate order for the replacement.

Non-returnable items

Certain items can't be returned, including:

• Gift cards.
• Items that have been used, soiled or damaged after delivery beyond the handling needed to inspect them.

International returns

We currently ship our larger storage boxes within the UK only, in part because returning bulky items internationally is impractical and costly. Smaller items shipped internationally can be returned under this policy; please note that for international returns you are responsible for return shipping, and any import duties or taxes you paid may not be recoverable from us.

Contact

Questions about a return? Email hello@keptstore.co or call 0333 335 6509.