Refund policy
Returns, refunds and product support
Contact Kitnology at kitnologystore@gmail.com with your order number and a description of the issue. Where practical, include photographs or a short video to help us diagnose missing, incorrect, damaged or faulty parts. This request does not limit your statutory rights or make a remedy conditional on providing a video.
Faulty, damaged, incorrect or incomplete items
We will assess the issue and arrange the remedy required under applicable consumer law, which may include replacement parts, repair, replacement or refund. Your rights are not restricted to a manufacturer's replacement-only policy. We will explain any return arrangements and who pays return costs before asking you to send an item.
Lost or undelivered parcels
Contact us with your order number. We will investigate with the supplier and carrier and arrange the appropriate reshipment or refund.
Cancellation and delayed dispatch
Contact us promptly to request cancellation before dispatch. We will check the shipment status. If we cannot dispatch within the stated processing period, we will offer you the choice to consent to the revised timing or cancel the unshipped order for a full, prompt refund.
Change of mind
We do not offer an automatic change-of-mind return guarantee. Contact us before sending an item so we can confirm whether a voluntary return can be accepted and agree the condition requirements, return destination and any shipping costs. This does not affect any cancellation or return right that applies by law.
Return instructions and refunds
Do not send an item to a supplier's warehouse without instructions from Kitnology. We will provide the appropriate return destination when a return is needed. Keep the kit and accessories until we explain the next step. Approved refunds are issued to the original payment method; your bank or payment provider determines when the funds appear.
Nothing in this policy excludes, restricts or modifies rights or remedies available under applicable consumer law.