Refund policy

RETURNS POLICY

We want customers to feel confident ordering from KRISSFIT.

For UK online purchases, customers generally have a statutory right to cancel an order within 14 days of receiving the goods, without needing to provide a reason, followed by a further 14 days to return them.

KRISSFIT will honour these statutory rights and any additional return rights we expressly provide.

 

CHANGE-OF-MIND RETURNS

Subject to applicable law, customers may return eligible products because they have changed their mind.

Returned products should be:

  • Unworn

  • Unwashed

  • Unaltered

  • Free from makeup, deodorant, perfume and other marks

  • In resalable condition

  • Returned with original tags where reasonably possible

  • Returned with original packaging where reasonably possible

Customers may handle clothing as they reasonably would in a shop to assess its nature, characteristics and fit.

However, customers may be responsible for any diminished value caused by handling beyond what is reasonably necessary to inspect the goods.

 

LOST OR DELAYED ORDERS

If an order appears to be significantly delayed, customers should contact KRISSFIT Customer Service.

We may request:

  • Order number

  • Delivery address

  • Tracking information

  • Confirmation of delivery details

KRISSFIT may investigate the shipment with the relevant delivery provider.

Customers should not automatically place a duplicate order while an investigation is ongoing unless they accept responsibility for the additional order.

14. DELIVERY MARKED AS DELIVERED

If tracking states that an order has been delivered but the customer cannot locate it, the customer should first:

  1. Check around the delivery address

  2. Check with household members

  3. Check with neighbours

  4. Check any nominated safe place

  5. Review courier delivery photographs or information

  6. Contact the courier where appropriate

  7. Contact KRISSFIT Customer Service

KRISSFIT may investigate the matter with the delivery provider.

15. DAMAGED PACKAGES

Customers should inspect packaging when an order arrives.

If packaging appears significantly damaged, customers should photograph the package before opening it where reasonably possible.

If the product inside is damaged, customers should contact KRISSFIT as soon as reasonably possible and provide:

  • Order number

  • Photographs of the packaging

  • Photographs of the product

  • Description of the damage

This helps KRISSFIT investigate the issue efficiently.

 

HYGIENE & INTIMATE PRODUCTS

For hygiene reasons, certain products may have additional return restrictions where permitted by law.

This may include:

  • Underwear

  • Certain intimate garments

  • Products supplied with hygiene seals

Where a product is supplied sealed for hygiene reasons, the customer should not remove the seal if they wish to rely on a cancellation right that is lawfully excluded after unsealing.

These restrictions do not remove a customer's legal rights where the product is faulty, misdescribed or otherwise does not conform to the contract.

19. FAULTY OR DEFECTIVE PRODUCTS

If a KRISSFIT product is faulty, defective, damaged or does not conform to the contract, customers should contact us.

Depending on the circumstances and applicable law, customers may be entitled to:

  • Repair

  • Replacement

  • Price reduction

  • Refund

UK consumer law provides protections for goods that are faulty, not as described or not fit for purpose. citeturn0search0turn0search3

Examples of potential manufacturing defects may include:

  • Seams opening during normal use

  • Broken stitching

  • Faulty zips

  • Significant fabric defects

  • Manufacturing damage

  • Product arriving damaged

Normal wear and tear, accidental damage, misuse or damage caused by improper washing may not constitute a manufacturing defect.

20. HOW TO REPORT A FAULT

Customers should contact:

Email: [Customer service email]

Please provide:

  • Order number

  • Product name

  • Description of the issue

  • Photographs or video where appropriate

  • Date the issue was noticed

We may request additional information to assess the issue.

Do not send a faulty product back without following the return instructions provided by KRISSFIT unless otherwise required by law.

21. RETURN PROCESS

To request a return:

Step 1 — Contact KRISSFIT

Contact Customer Service or use the online returns portal.

Provide:

  • Order number

  • Name

  • Email address

  • Product being returned

  • Reason for return

Step 2 — Receive Return Instructions

KRISSFIT will provide the applicable return instructions.

Step 3 — Prepare the Product

Package the product securely to prevent damage during transit.

Step 4 — Send the Product

Use the instructed return method.

Customers should retain proof of postage until the return has been confirmed.

Step 5 — Inspection

KRISSFIT may inspect the returned item to confirm its condition.

Step 6 — Refund or Replacement

Once the return is processed, the applicable refund, replacement or other remedy will be issued.

22. REFUND POLICY

Where a customer is legally entitled to a refund, KRISSFIT will process the refund in accordance with applicable law.

For statutory online cancellation rights, refunds should generally be made within 14 days of KRISSFIT receiving the returned goods, or where applicable after the customer provides evidence that the goods have been sent back.

Refunds will normally be made to the original payment method.

23. ORIGINAL DELIVERY COSTS

Where a customer lawfully exercises their statutory cancellation right, KRISSFIT will generally refund the cost of standard delivery.

If the customer selected a more expensive delivery service, KRISSFIT is generally only required to refund the cost of the least expensive standard delivery option offered.

24. RETURN POSTAGE

For change-of-mind returns, the customer may be responsible for return postage where this has been clearly communicated before purchase.

Where a product is faulty, damaged, incorrectly supplied or otherwise requires a remedy under consumer law, KRISSFIT will handle return costs appropriately in accordance with applicable law.

25. EXCHANGES

Where stock permits, KRISSFIT may offer exchanges for:

  • Different sizes

  • Different colours

  • Alternative eligible products

An exchange is subject to availability.

Where the requested replacement is unavailable, KRISSFIT may offer a refund or another appropriate remedy.

Customers may also be asked to return the original product before an exchange is dispatched.

26. WRONG ITEM RECEIVED

If KRISSFIT sends an incorrect product, customers should contact us as soon as possible.

KRISSFIT will investigate and, where the error is ours, arrange an appropriate remedy.

Customers should not incur unnecessary costs because of a KRISSFIT fulfilment error.

27. RETURN EXCLUSIONS

Nothing in this section limits statutory consumer rights.

Subject to applicable law, KRISSFIT may reject discretionary returns where products have been:

  • Worn extensively

  • Washed

  • Altered

  • Damaged

  • Stained

  • Exposed to strong perfume or chemicals

  • Returned without required hygiene protection

  • Damaged through improper use

This does not affect rights relating to faulty or misdescribed goods.

28. REFUNDS FROM SALE ITEMS

Sale items retain the same statutory consumer protections as full-price items.

A sale price does not remove a customer's legal rights regarding faulty, misdescribed or otherwise non-conforming goods.

Additional promotional return conditions may apply only where they are lawful and clearly communicated.

29. GIFT RETURNS

If a product was purchased as a gift, the original purchaser may need to initiate the refund because the refund is normally returned to the original payment method.

Gift recipients may be offered an exchange or store credit where appropriate.

30. STORE CREDIT

KRISSFIT may offer store credit as an alternative to a refund where legally permitted and agreed by the customer.

Store credit may be subject to:

  • An expiry period

  • Product exclusions

  • Promotional restrictions

However, store credit will not replace a statutory right to a monetary refund where the law requires a refund.

31. ORDER CANCELLATION

Customers should contact KRISSFIT as soon as possible if they wish to cancel an order before dispatch.

We will attempt to cancel the order where possible.

Once an order has entered fulfilment or been dispatched, it may no longer be possible to cancel it before delivery.

Customers may instead exercise applicable cancellation and return rights.

32. PRE-ORDERS

Where KRISSFIT offers pre-order products, the product page will clearly state that the item is a pre-order.

Estimated dispatch dates will be provided where possible.

Customers should understand that estimated dates may change due to manufacturing, logistics or other circumstances.

If there is a significant change affecting a pre-order, KRISSFIT will communicate this where reasonably possible.