How do I return an existing item?
Please email firstname.lastname@example.org detailing why the item is to be returned and whether you would like an exchange or a refund, quoting your order number.
From receipt, you have 28 days to decide if you want to return any item within your order.
It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods as soon as possible to ensure you receive what you want as quickly as possible. So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition. Any refund will automatically be issued to the payment method used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email. In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
Please note, due to the nature of underwear, this is considered a final sale and we cannot accept returns on these products, unless the product is received as defective.
Also we cannot accept returns on Hyperice Hypervolts or other massage tools for both Hygiene and allergy grounds; we can’t guarantee that a device hasn’t been used with, or in the presence of, massage oils or waxes which another customer may have a serious allergic reaction to.
Please send your returned goods to:
The goods are your responsibility until they reach us and we recommend you use a postal service that insures you for the value of the goods you are returning and requires a signature upon receipt.
In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund of that item or to exchange it for an alternative product. For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. We also accept cancelled orders under the Distance Selling Regulations.
My return was processed but I wasn't refunded my delivery charge
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.
I have been refunded the incorrect amount
We are very sorry if we have made a mistake on your refund. Please get back in touch and we will sort it out for you as soon as possible.
The following may affect the amount you have been refunded: the delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty. Or any discounts that were applied at the time of sale, which may not now be applicable.
Have you received my returned goods?
As soon as we have processed your return, we'll email you to let you know.
In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with Kitbox and we will get back to you. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
I returned an item and it was incorrectly refunded or replaced
We are really sorry if we made a mistake when processing your request! If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please get in touch with Kitbox so we can sort it out for you.
Refunds can only be made on gift cards that have the full purchase value remaining.