Return & Refund Policy

Thank you for shopping at keneticinternational.com. This policy is intended to inform users of keneticinternational.com and customers about our policy on returns and refunds.  If you are not entirely satisfied with your purchase, we’re here to help.

Goods

Goods are any items ordered which are shipped to the address which you provide to us.

Returns

To be eligible for a refund, you must inform us within 14 days of purchase of your wish to return the item via email to returns@keneticinternational.com, you must then return the item within a further 14 days. The item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt of proof of purchase.

In case your item is faulty you are entitled to a refund. You have 30 calendar days to return an item from the date on which you received it.

After 30 days, you shall be entitled to a repair or replacement of the item or in case it cannot be repaired or replaced you shall receive a full or partial refund. In accordance with the Consumer Rights Act 2015.

You should return the item to the following address: Kenetic International Limited, 19 Ashley Road, Richmond, Surrey TW9 2TG

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 7 days of approval if via credit card or if via bank transfer or cheque, we will require your bank details including IBAN / SWIFT to proceed with the refund to your account.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Digital Content

Given the nature of downloadable digital items, we do not generally offer a refund or credit on a purchase unless required under UK consumer law or other relevant consumer protection laws.

You have a 14 day right in accordance with the Consumer Contracts Regulations 2013 to cancel your order if you have changed your mind and get a full refund on your digital content. You do not have this right to cancel once a download has started provided that you have been told this and have acknowledged to progress the download.

At any time if your digital content is faulty you are entitled to a repair or replacement and if the fault cannot be fixed or is not fixed with 60 days, you shall be entitled to either a full or partial refund.

If you would like to request a refund or credit on a digital content purchase, please email us at returns@keneticinternational.com with a description of the reason you requested the refund, proof of purchase, your full name and contact telephone number. We will assess refund or credit requests on their merits, considering the digital nature of downloadable items and the type of item preview and description available prior to purchase.

Services

In the case of services, we will advise you when work will commence on your order. In accordance with the Consumer Contracts Regulations 2013, you can cancel your order within 14 days. If you have agreed that the service will start within this time, you may be charged for what you have used.

If you believe that the service has not been carried out with reasonable case and skill you can ask us to repeat or fix the service and in case this is a genuine claim and we are unable to fix it.

In case you wish to request a refund or credit with reference to services ordered and / or delivered, please email us at returns@keneticinternational.com with a description of the reason you requested the refund, proof of purchase, your full name and contact telephone number. We will assess refund or credit requests on their merits, considering the facets of the service already delivered and the agreed scope.

Contact

In case of any queries or questions relating to the Kenetic International Limited Returns & Refunds Policy relating to goods, digital content or services purchased via the keneticinternational.com website, please contact us on returns@keneticinternational.com or via telephone at +44 (0) 207 193 4087.

Document Version: KI-Web-RRP-001

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