Refund Policy

Last updated: March 2026 
Kipeo & Co (“we”, “us”, “our”)

We want you to be happy with your order. If something isn’t right, we’re here to help.

This policy outlines how returns, refunds, and exchanges work at Kipeo & Co.

1. Returns Eligibility

We accept returns for physical products if:​

• The item is unused

• The item is in its original condition and packaging

• You request a return within 14 days of delivery (in line with UK Consumer Contracts Regulations)

• You provide your order number and proof of purchase

To start a return, please email: hello@kipeoandco.com

2. Non-Returnable Items

We cannot accept returns for:

• Used, opened, or damaged items

• Items returned without original packaging

• Items marked as final sale or clearance where stated at the time of purchase

• Personalised or custom items

3. Return Shipping Costs

• Return shipping costs are the customer’s responsibility unless the item arrives faulty, damaged, or incorrect.

• If the return is due to our error, we will cover the return shipping or offer a free replacement.

4. Refunds

Once your return is received and inspected, we will email you to confirm approval or rejection.

If approved:

• Refunds are processed to your original payment method

• Please allow 5–10 business days for funds to appear, depending on your bank

• Original shipping costs are non-refundable, unless the error was on our side

5. Exchanges

We do not offer direct exchanges.
If you need a different item, please:

1. Return your original item

2. Place a new order once your refund is processed

This ensures faster and more accurate service.

6. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

• Your order number

• A clear photo or video of the issue

We will arrange:

• A replacement, or

• A full refund

depending on the situation and stock availability.

7. Lost or Missing Parcels

If your order does not arrive:

• UK parcels are considered lost after 10 business days

• International parcels are considered lost after 20 business days

Once confirmed lost by the courier, we will offer a replacement or refund.

8. Cancellations

Orders can be cancelled within 2 hours of purchase as long as they have not been processed or shipped.
 

After this timeframe, cancellations may not be possible. However, customers may still return items in line with our 14-day return policy once the order has been delivered.

9. How to Contact Us

At Kipeo & Co, we care deeply about the families who support our brand. If something isn’t right with your order, we will always do our best to make it right.#

For returns, refunds, or any order issues, please email: hello@kipeoandco.com
 

We aim to respond within 24–48 hours.

We reserve the right to refuse returns that do not meet the conditions outlined in this policy.