Refund Policy

Our Refunds Policy

This page describes how we calculate refunds and outlines our policy on gift refunds and gift voucher refunds. Our refunds policy does not affect your statutory rights. Some notes about refunds:

* When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

* You can also view completed returns and refunds at the bottom of an order's summary page in Your Account. If the return and refund do not appear in Your Account after four weeks from the day you sent us your return, please contact us for further assistance.

Our Returns Support Centre will guide you through our Returns Policy and provide you with a printable, personalised return label.

Returns Support Centre

How Refunds Are Calculated

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (either via a personalised pre-paid return label, or by refunding your return postage costs).

We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Items returned within the seven-day cooling off period

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:

* where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
* where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
* we will refund only standard (Airmail) postage charges for items delivered outside the UK
* if you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.

We will not refund your costs in returning the item to us unless you return the item to us because of an error on our part or because it is defective.

Where you are withdrawing from your purchase between delivery and seven days after delivery, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost delivery costs connected with your purchase. If you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.

Note: personalised pre-paid return labels are not available for all UK delivery addresses, and they are not available for delivery addresses outside the UK. The Returns Support Centre will automatically generate the appropriate return label.

Gift Refunds

If you return a gift purchased for you at kalagallery.co.uk, you'll receive a gift voucher for the value of your return, which you may use as part or full payment for future purchases from our website. Don't worry, we won't let the person who sent you the gift know about your return.

Gift Voucher Refunds

If you return an item for which you used a gift voucher as part or full payment, we will refund the gift voucher portion to your gift certificate accountas a new voucher and any non-gift certificate portion to the card used for the original transaction.

Gift vouchers connected to specific promotions are generally non-refundable.

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