Refund policy

RETURN & REFUND POLICY

Last updated: 9 September 2026

At Kolldruns, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing goods from Kolldruns.store, including your statutory rights under UK consumer law.

This Policy does not affect, restrict or replace any statutory rights you may have under applicable UK consumer legislation.

For any return, cancellation or refund enquiry, please contact us at:

Email: info@Kolldruns.store
Website: Kolldruns.store

1. YOUR RIGHT TO CANCEL AN ONLINE ORDER

If you are a consumer purchasing goods online, you generally have the legal right to cancel your order without giving a reason.

You may notify us that you wish to cancel your purchase at any time from the date the order is placed until 14 days after the day on which you receive the goods.

Where an order contains multiple items delivered separately, the cancellation period normally begins after you receive the final item from that order.

To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.

You may contact us at:

info@Kolldruns.store

You do not have to use any particular wording or cancellation form, provided that your communication clearly states your intention to cancel the contract.

2. RETURNING GOODS AFTER CANCELLATION

After notifying us that you wish to cancel your order, you must return the goods without undue delay and no later than 14 days after informing us of your cancellation.

Please contact:

info@Kolldruns.store

for the appropriate return instructions and return address.

Unless the item is faulty, damaged, incorrect or otherwise not in conformity with the contract, the customer is responsible for the direct cost of returning the goods.

We recommend using a tracked or otherwise reliable postal service and retaining proof of postage until your return has been completed.

3. CONDITION OF RETURNED GOODS

You are entitled to inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could inspect them in a physical shop.

Where possible, returned items should be:

clean;
unworn other than for reasonable fitting;
unwashed;
free from stains, odours or other contamination;
returned with any original tags, accessories and packaging where these are still available.

The absence of original packaging will not automatically remove your statutory cancellation rights.

However, where your handling of the goods goes beyond what would reasonably be permitted in a shop and causes a reduction in the value of the goods, we may be legally entitled to make an appropriate deduction from the refund to reflect that diminished value.

4. CHANGE-OF-MIND RETURNS

For eligible online purchases, you may exercise your statutory cancellation right within the cancellation period even if:

you ordered the wrong size;
you ordered the wrong colour;
you changed your mind;
the product does not suit your personal preference; or
you simply no longer want the product.

You do not have to provide a reason when exercising your statutory right to cancel an eligible online order.

This section applies separately from your rights where an item is faulty, damaged, incorrectly supplied or not as described.

5. REFUNDS FOLLOWING CANCELLATION

Where you validly cancel an eligible order, we will refund the payments we are legally required to refund.

We may withhold the refund until:

we receive the returned goods; or
you provide evidence that you have sent the goods back,

whichever occurs first.

Once the applicable requirements have been satisfied, the refund will be issued without undue delay and within the period required by UK law.

Refunds will normally be made using the same payment method used for the original purchase, unless you expressly agree to another method.

You will not be charged a fee by Kolldruns solely for receiving the refund.

Depending on your bank, card provider or payment service provider, additional processing time may be required before the refunded amount appears in your account.

6. ORIGINAL DELIVERY CHARGES

When you exercise your statutory right to cancel the entire eligible order, we will refund the cost of the least expensive standard delivery method offered by Kolldruns for that order, where applicable.

If you selected a more expensive delivery method, such as express, priority or premium shipping, we are not required to refund the additional amount above the cost of our standard delivery option.

For example, if standard delivery was available but you chose express delivery, the refundable delivery amount will generally be limited to the standard delivery charge.

7. PARTIAL ORDER RETURNS

If you cancel only part of an order containing several products, any refund of the original delivery charge will depend on whether the delivery charge would have been different had you originally ordered only the items you decided to keep.

Nothing in this section limits your statutory rights.

8. FAULTY, DAMAGED OR INCORRECT GOODS

Under UK consumer law, goods supplied by Kolldruns must be:

of satisfactory quality;
fit for any particular purpose made known to us where the law requires;
as described;
consistent with any model or sample where applicable; and
otherwise in conformity with the sales contract.

If your item arrives faulty, damaged, materially different from its description or you receive an incorrect item, please contact us as soon as reasonably possible at:

info@Kolldruns.store

Please provide your order information and a description of the issue. Photographs may be requested where reasonably useful for assessing damage or an incorrect product, but such requests will not be used to unlawfully restrict your statutory rights.

9. 30-DAY RIGHT TO REJECT FAULTY GOODS

Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject goods that do not conform to the contract.

For most goods, this right lasts 30 days from the relevant date established by law, which will commonly be the date the goods are delivered.

Where the statutory conditions are satisfied and you validly exercise your short-term right to reject, you may be entitled to a refund.

The 30-day period may be paused where you agree to a repair or replacement.

10. FAULTS DISCOVERED AFTER 30 DAYS

If a fault is discovered after the initial 30-day short-term right to reject has expired, you may still have statutory remedies.

Depending on the circumstances, you may be entitled to request:

a repair; or
a replacement.

Any repair or replacement required by law must be provided within a reasonable time, without significant inconvenience to you, and at no required cost to you where the statutory conditions are met.

If a repair or replacement is impossible, unsuccessful, not provided within a reasonable time, or causes significant inconvenience, you may have a statutory right to:

an appropriate price reduction; or
exercise the final right to reject the goods and receive an applicable refund.

Any refund may be subject to deductions permitted by law in circumstances where such deductions are legally allowed.

11. GOODS THAT DEVELOP A FAULT WITHIN SIX MONTHS

Where goods fail to conform to the contract within the first six months after delivery, UK consumer law generally treats the fault as having been present at the time of delivery unless the trader can establish otherwise or that presumption is inconsistent with the nature of the goods or fault.

After six months, the consumer may be required to demonstrate that the goods did not conform to the contract when supplied.

Your statutory rights may continue beyond six months.

12. LONG-TERM STATUTORY CLAIMS

The expiry of a commercial returns period or warranty does not automatically end your statutory consumer rights.

Depending on the circumstances, consumers may have up to:

six years to pursue certain claims in England, Wales and Northern Ireland; and
five years in Scotland.

This does not mean that every product is legally required to last for five or six years. Whether a consumer has a valid remedy depends on factors including the nature of the goods, expected durability, price, description, use and circumstances of the particular case.

13. RETURN COSTS FOR FAULTY OR INCORRECT GOODS

Where goods are faulty, damaged, incorrectly supplied or otherwise fail to conform to the contract and UK law requires Kolldruns to bear the cost of returning them, Kolldruns will cover the reasonable return costs.

Please contact us before arranging the return so that we can provide appropriate return instructions.

This does not limit any statutory right you may have.

14. EXCEPTIONS TO THE CHANGE-OF-MIND CANCELLATION RIGHT

Certain goods may be excluded from the statutory change-of-mind cancellation right where an exemption under UK law applies.

Examples may include:

Personalised or Bespoke Goods

Goods made to your specifications or clearly personalised may not qualify for the normal statutory change-of-mind cancellation right.

Sealed Hygiene Goods

Certain sealed goods that are not suitable for return for health protection or hygiene reasons may lose the change-of-mind cancellation right after the seal has been broken.

Goods That Deteriorate Rapidly

Goods liable to deteriorate or expire rapidly may be excluded from the normal cancellation right.

Sealed Audio, Video or Software Products

Where applicable, sealed audio recordings, sealed video recordings or sealed computer software may lose cancellation rights once unsealed.

These exceptions relate to change-of-mind cancellations. They do not remove your statutory rights where goods are faulty, misdescribed or otherwise not in conformity with the contract.

15. UNDERWEAR AND HYGIENE-SENSITIVE PRODUCTS

Where Kolldruns sells a product supplied with a hygiene seal, the statutory change-of-mind cancellation right may not apply after that seal has been removed if the product is genuinely unsuitable for return for health protection or hygiene reasons.

Where the legal exemption does not apply, your statutory rights remain unaffected.

Faulty or misdescribed products remain subject to the statutory consumer remedies that apply regardless of any hygiene-related change-of-mind restriction.

16. SALE AND DISCOUNTED PRODUCTS

Your statutory rights apply to goods purchased in a sale or at a promotional or discounted price in the same way as they apply to goods purchased at full price.

A discount does not remove your rights where an item is:

faulty;
not as described;
not of satisfactory quality; or
otherwise not in conformity with the contract.

However, you cannot normally rely on a defect as grounds for a statutory remedy if that particular defect was specifically brought to your attention before you purchased the item and the applicable law treats the disclosure as sufficient.

17. EXCHANGES

Where available, Kolldruns may offer an exchange for another size, colour or product.

An exchange provided as part of our voluntary customer service does not restrict your statutory consumer rights.

If an exchange is unavailable, any refund or other remedy to which you are legally entitled will still be handled in accordance with applicable UK consumer law.

18. PROOF OF PURCHASE

We may reasonably ask for evidence that the goods were purchased from Kolldruns.

Acceptable evidence may include:

an order confirmation;
an order number;
an email receipt;
a payment record;
a bank or card statement; or
other reasonable evidence showing that the product was purchased from Kolldruns.

A particular type of paper receipt is not the only possible form of proof of purchase.

19. ORIGINAL TAGS AND PACKAGING

We ask that customers retain original tags and packaging where reasonably possible.

However, we will not unlawfully refuse a statutory claim solely because original packaging has been discarded where the consumer otherwise has a legal right to a remedy.

For change-of-mind cancellations, excessive handling or damage may affect the amount refunded where UK law permits a deduction for diminished value.

20. REFUND METHOD

Approved refunds will generally be returned to the original payment method.

Where the original method cannot reasonably be used, we may contact you to arrange an appropriate alternative.

We will never intentionally provide store credit instead of a monetary refund where UK law requires a monetary refund, unless you freely agree to that alternative.

21. PROMOTIONAL OFFERS, BUNDLES AND FREE GIFTS

Where products were purchased as part of a bundle, multi-buy promotion or promotional offer, the amount refundable will take into account the terms of that promotion and the amount actually paid.

If a free promotional item was supplied only on the condition that qualifying goods were purchased, we may ask for the promotional item to be returned where the entire qualifying purchase is cancelled.

Any calculation will be made fairly and will not reduce or restrict statutory consumer rights.

22. ORDERS CANCELLED BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

info@Kolldruns.store

If the order has not yet entered a stage where cancellation can practically stop dispatch, we will attempt to cancel it before shipment.

If the parcel has already been dispatched, you may still exercise any applicable statutory cancellation rights after receiving the goods.

23. REFUNDS FOR ORDERS LOST IN TRANSIT TO THE CUSTOMER

Kolldruns remains responsible for the goods until they come into the physical possession of the consumer, or another person identified by the consumer to receive them, subject to the rules of UK consumer law.

If your order is confirmed as lost before delivery, please contact us at:

info@Kolldruns.store

We will investigate the matter and provide the remedy required by law, which may include a replacement or refund depending on the circumstances.

24. RETURNING A PRODUCT

To request a return:

Contact info@Kolldruns.store.
Include your order number and the item you wish to return.
Tell us whether the return concerns a change of mind, incorrect item, damage or fault.
We will provide the applicable return instructions.
Package the product securely.
Send the return using an appropriate postal or courier service.
Keep evidence of postage until your return has been resolved.

Contacting us helps us process your return efficiently, but nothing in this procedure is intended to impose an additional requirement that unlawfully restricts your statutory cancellation or consumer rights.

25. RETURN ADDRESS

Customers should contact info@Kolldruns.store for the correct return address before sending goods.

Returns sent to an incorrect, unauthorised or unrelated address may result in delays in processing.

The return procedure in this Policy does not limit your statutory rights.

26. FAIR USE AND FRAUD PREVENTION

We may investigate returns where there is reasonable evidence of fraud, deliberate abuse, substitution of goods or other unlawful conduct.

However, fraud-prevention measures will not be used to deny or discourage legitimate statutory consumer rights.

27. YOUR STATUTORY RIGHTS

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace rights granted to consumers by UK law.

Relevant legislation may include, where applicable:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
the Digital Markets, Competition and Consumers Act 2024; and
other applicable UK consumer protection legislation and regulations, as amended from time to time.