When you buy something from us, we always hope that you are 100% satisfied however, should you change your mind (it happens to the best of us), we are happy to accept returns or exchanges on items that are in original condition, have not been opened or used, within 14 days from the date of delivery of an item.  All items will be reviewed individually upon return, and kindly ensure to include a copy of your purchase receipt.

To start a return, please contact us at orders@thekensingtonian.co.uk, then once your return has been accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Returns Via Post

We’ve made returning effortless!

Once you have contacted us at orders@thekensingtonian.co.uk and your return request has been accepted, you will receive a return shipping label. Please complete the “returns section” on the reverse of your dispatch notice, detailing each item, quantity, and why you are returning the item(s) to us. Place this form in your parcel, along with your products. If you are a United Kingdom resident, then please attach your free returns label to the outside of your package. Make sure to remove or cover the original shipping label if using the original packaging. Now you’re all set, and just need to drop the parcel off at your nearest Post Office. 

We recommend you use a secure or trackable method of postage. All returns and exchanges should be sent to the address provided by The Kensingtonian via email orders@thekensingtonian.co.uk.

 For returns from all other locations outside of the United Kingdom kindly note that you will be responsible for all return postage fees, taxes, customs duty, and clearance charges where applicable.

Remember to keep your proof of postage in a safe place. The products and their condition remain your responsibility until we receive them. Once we receive your package you will be sent a confirmation email, and the refund process will commence. 

The products you wish to return are your responsibility until we receive them. It’s a good idea to get insurance for the value of the items you are returning and obtain proof of postage. We at The Kensingtonian cannot be held responsible for any items returned in error. 

If your refund is accepted, we will refund the price you paid for your item back to your original payment method. If we receive a returned item in an unsuitable condition, the refund will become void, and the item(s) will be returned to you. Kindly note that unless you are returning a faulty item, our delivery charges are non-refundable, and The Kensingtonian is not responsible for delivery fees or lost returns.

If you are unsure of the process or simply want to know more about our returns and exchange policy then please feel free to contact us at orders@thekensingtonian.co.uk.

Faulty Items

Please inspect your order upon reception and contact us immediately should the item be defective, damaged or is not the item you originally ordered, so that we can evaluate and resolve the issue as soon as possible.

Products will be assessed upon return to us. Should you receive a faulty product please contact us at orders@thekensingtonian.co.uk  stating your Order Number and the nature of the fault. Please ensure you return the faulty item to us as soon as possible.

Damaged Goods or Incorrect Orders

If you have received a damaged item, or if an item is missing from your order, please contact us at orders@thekensingtonian.co.uk within 48 hours of receipt of the order. Please include a photograph of the damaged goods and/or a list of items missing from your order.

If you have received an incorrect item, please contact us within 14 days of receipt of the order. Please provide a photograph of the incorrect item.

We will investigate the issue and either replace the item, refund the full purchase price of the item including shipping and handling, or provide a store credit.

Exceptions/Non-Returnable Items:

Certain types of items cannot be returned, such as custom products (such as special orders or personalised items), we also cannot accept returns on sale items or gift cards.

Exchanges

If you would like to exchange your item for a different type, strength, or size, please return your unwanted item first and only then place a new order.

Processing Your Refund

If you return an item, we will examine the item and will notify you of your refund within a reasonable period of time. Whilst we endeavour to process your refund as soon as possible most returns will be processed within approximately 5 to 10 working days. Your refund will be credited back to your original method of payment. 

Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

Kindly note, that we are unable to process refunds to expired bank cards. In this case, we will issue the amount to be refunded as an online store credit. Our delivery charges are non-refundable, and The Kensingtonian is not responsible for delivery charges or lost returns. 

We will keep in touch with you during the process and send you an email once your refund has been completed.

Returning  a Gift

We understand that not everyone has the same taste, so should you have received a gift from The Kensingtonian, and you are not happy with it, you are more than welcome to return it to us.

If you have a receipt or dispatch note: Just follow the returns process described above.

The amount paid for the item will be sent as a virtual gift voucher to an email address as stated on the dispatch note. If you would prefer that the sender’s account is credited for the gift, then please make this absolutely clear when applying for your return via orders@thekensingtonian.co.uk

If you don’t have a receipt or dispatch note: Please contact us at orders@thekensingtonian.co.uk and we will gladly assist you.

Kensingtonian reserves the right to make alterations to this policy at any time.

Last updated on May 19, 2023.

When you purchase Bio-Therapeutic products from us, we ensure that they are crafted with quality parts/ingredients and manufactured to the highest standards. However, if your purchase arrives in unsatisfactory condition or does not meet your expectations, please follow the subsequent instructions to return your item(s).

We will gladly receive returns within 14 days of delivery. Unopened products returned within 14 days will be credited back to the credit card specified on the form below or by a bank transfer. Equipment returned within 14 days in original packaging/box with all accessories and literature will be credited back to the credit card specified below or by a bank credit.

Sorry, refunds will not be made for:

– Returns that arrive after 21 days from the delivery date
– Shipping/Handling costs (you are responsible for return postage fees)
– Items returned without a valid copy of the invoice and completed return form
– Open/used product
– Products/equipment with signs of misuse or damage
– Products/equipment purchased from unauthorised distributors or through unauthorised distribution channels
– Returns lost or damaged in transit