Cancellation, returns and exchange
Kanenechi.co.uk returns policy has been set up to make the process as easy for you as possible. You must contact us and be in receipt of a returns authorization (RA) number before sending any item back. Any product without a RA number will not be refunded.
If, for any reason, you wish to do so you have the right to cancel any order you have placed (other than in respect of products made to your specification, clearly personalized or unsealed audio or video recording or computer software). You may cancel an order 30 minutes after placing the order and before the order has been dispatched to you.
In the case were products ordered are cancelled 30 minutes after placing the order and before order is dispatched, you will receive a full refund of the price paid for the Goods including delivery charges. We reserve the right to refuse to exchange or refund items that are not returned within the stipulated days of delivery.
To cancel an order, you must inform us in via email or phone within 30 minutes of placing the order.
Returns, Exchanges & Refunds
To return an order, you must inform us via email or phone within 8 hours of receipt of the Goods and the goods must be in our possession within three working days. The goods must be in the same condition in which you received them, and are returned at your own cost and risk. You have a legal obligation to take reasonable care of the Goods while they are in your possession. They must be returned in their original packaging and unused. If you fail to comply with this obligation, we reserve the right to refuse to exchange or refund goods.
We will not be responsible for any loss or damage to Goods being returned under this clause and if returned products are lost or damaged in transit we reserve the right to charge you. We therefore recommend that you use a recorded delivery service.
In order to qualify for our refunds policy, all Items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.
We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.
Goods must be returned with your original receipt and be in the condition that they were purchased. Without a receipt we will exchange or refund in vouchers at the last known selling price.
We will process the refund due to you as soon as possible (after the items have been received in good condition) and, in any case, within 30 days of the day you have given notice of your cancellation.
We try very hard to ensure that you receive your order in pristine condition. If you do not receive your products ordered. Please contact us with detailed information as described below. In the unlikely event that the product arrives damaged or faulty, please contact email@example.com immediately.
Returns of goods damaged in transit
if there is visible DAMAGE as a result of an incident during transportation, the complaint must be reported within the first 6 hours after the delivery of the order to our customer support. In these cases, we may decide to either resend the product (collecting the defective one) or reimburse it to you.
Details required for damaged goods
1) Order number;
2) Photo of external packaging (where marks or hits are visible, if applicable);
3) Photo of open package with the product inside, where the protections and layout of the product are visible);
4) Photo of the shipper’s label added to the package, bag, envelope, etc.;
5) Photos of the damage;
6) Clear explanation of the problem.
7) Scanned image or photo of the dispatch note contained inside the package with the ink SEALS of our operatives and supervisors.
IMPORTANT: All our products leave the warehouse or factory with the packaging in perfect condition. If you detect external damage on delivery, state it clearly on the dispatch note of the shipper indicating ‘PACKAGE VISIBLY DAMAGED’ and send an email to firstname.lastname@example.org to inform us immediately. Make sure that the package has arrived in perfect condition. Please bear in mind that WE CANNOT DEAL with complaints for damage and/or lacks reported after 6 hours of delivery.
Returns of goods due to manufacturing defect, wrong product or missing parts
if there is Manufacturing DAMAGE or DEFECTS which can be proven with photos as long as the human factor is not the cause of the alleged incident. In all cases, the complaint must be reported within the first 6 hours of delivery to our customer support.
1) Order number;
2) Clear explanation of the problem.
3) Scanned image or photo of the dispatch note contained inside the package with the ink SEALS of our operatives and supervisors.
4) In the case of a wrong product, photos of it so we can check where the potential mistake was made and which product has been received.
Note: Kanene-chi limited will not deal with malfunctions, damages or lacks reported after 6 hours of delivery.
We are unable to offer an exchange or refund on gift experiences, furniture, beds, custom made and altered items unless they are mis-described or are faulty. For reasons of health and hygiene we are unable to exchange or refund the following products:
Nature of Exception
Any Personalised and Perishable items
This item is non-returnable.
Unused within 7 days of receipt
Mobile phones/Garden equipment
This item may only be returned if unused within 7 days of receipt and in the original packaging.
Any products requiring Self-assembly
This item is non-returnable once assembled.
Cut or trimmed
Any Floor Coverings and Blinds
This item is non-returnable once cut or trimmed to fit.
This item is non-returnable once the fitting cord has been pulled.
Cosmetics, Computer games/
Audio CDs/DVDs etc
This item is non-returnable once the seal is broken.
Installed or Connected
Any Installed products.
This item is non-returnable once installed, connected or used.
Personal care products/Pierced jewellery, underwear/lingerie, control wear, hosiery and swimwear, etc
For reasons of hygiene, this item is non-returnable.
Bedding and Beds etc
This item is non-returnable once the protective cover is removed.
What happens if you do not collect an order?
When an order is not collected by the consignee, it will be returned to our warehouse. Once we have received it, it will be processed by the Tech Support team and passed on to the Administration Department for the reimbursement to be processed. The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses. This process may take up to 4 weeks.