Refund policy

Returns & Refund Policy

Last Updated: 14 September 2026

At KHEPER, we want our returns and refunds process to be clear, straightforward and fair.

For most products purchased directly from the KHEPER website, we offer a 30-day change-of-mind returns period.

This combines your statutory cancellation rights with an additional voluntary returns period provided by KHEPER. Different conditions apply depending on when you request your return, as explained below.

This policy primarily applies to customers purchasing products for personal use through the KHEPER website.

Nothing in this policy affects your statutory rights.

1. Cancelling an Order Before Dispatch

Eligible orders can be cancelled through your KHEPER account up until the order has been packed and labelled for dispatch.

Once an order reaches this stage, cancellation through your account will no longer be available because the order has entered our dispatch process.

If you need to cancel an order and the cancellation option is no longer available, please contact us as soon as possible. We cannot guarantee that an order can be stopped once packing or dispatch has begun.

If your order has already been dispatched, you may still be entitled to return it under this policy.

Different cancellation rules may apply to digital products, personalised products, bespoke products and other legally excluded categories.

2. Our 30-Day Change-of-Mind Returns Policy

For most eligible physical products purchased directly from KHEPER, you may request a change-of-mind return within 30 days of receiving your order.

The 30-day period consists of:

  • Your statutory cancellation rights during the applicable legal cancellation period; and

  • An additional voluntary returns period provided by KHEPER.

The additional period offered by KHEPER does not replace or reduce your statutory rights.

Because the additional period beyond your statutory cancellation rights is provided voluntarily, products returned during that additional period must meet the return-condition requirements set out in Section 4 of this policy.

3. Your Statutory 14-Day Right to Cancel

For most physical products purchased online, consumers have the right to change their mind and cancel their purchase within 14 days of receiving the goods.

You do not need to provide a reason for cancelling an eligible purchase.

Once you notify us that you wish to cancel, you will normally have a further 14 days to return the goods.

To request a return, please contact us through the Contact Us page on the KHEPER website and provide your order number and details of the product you wish to return.

Please do not send products back until we have provided the correct return instructions and return address.

Return authorisation allows us to correctly identify and process your return and does not remove or restrict any statutory cancellation right you may have.

During the statutory cancellation period, you are entitled to inspect a product to establish its nature, characteristics and functioning in broadly the same way you could reasonably inspect it in a shop.

If the product has been handled beyond what is reasonably necessary and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.

4. Expectations for Returns Under Our Additional 30-Day Policy

Our return period between the end of your statutory change-of-mind rights and 30 days after delivery is an additional goodwill benefit provided by KHEPER.

To qualify for a return under this voluntary extension, we expect the product to be returned in a condition that allows us to reasonably sell it again as new.

Unless the product is faulty, damaged, incorrect or misdescribed, this means:

  • The product must be unused

  • It must not have been assembled, installed or put into service

  • All parts, accessories and components must be present

  • Instructions, manuals, certificates and other supplied materials must be included

  • Any included promotional products or free gifts must be returned

  • The original retail packaging must be present

  • The retail packaging must be in a condition suitable for resale

  • Factory seals should remain intact where opening them materially affects the value or resaleability of the product

  • Labels, tags, protective films and product packaging should not have been unnecessarily removed

  • There must be no scratches, marks, dirt, smells, damage or other signs of use

  • The product must not have been modified, personalised, repaired or altered

  • Products supplied as a set or bundle must be returned complete unless we agree otherwise

Opening an outer delivery carton to inspect your order does not prevent a return.

However, during our voluntary extended returns period, simply deciding you no longer want an item after opening, assembling, extensively handling or using it does not automatically mean we are required to accept it back.

For products such as collectables, models, toys, building sets and other items where the condition of the retail packaging contributes materially to the product's value, we may decline a voluntary return where the packaging has been unnecessarily torn, crushed, written on, heavily damaged or discarded.

Please therefore do not attach postage labels, tape or writing directly to retail product packaging when returning an item. Products should be placed inside suitable protective outer packaging.

We will consider the overall condition of each return individually.

If a product does not meet the conditions of our voluntary 30-day returns policy, we may decline the return and make the product available to be returned to you.

This section does not restrict any statutory rights you may have.

5. Condition of Goods Returned Within the Statutory Cancellation Period

Different rules apply where you exercise a statutory cancellation right.

You may handle an item only to the extent reasonably necessary to determine its nature, characteristics and functioning.

If handling has gone beyond this and the value of the product has been reduced, KHEPER may make a reasonable deduction from the refund where legally permitted.

Examples may include:

  • Damage caused after delivery

  • Scratches, marks or deterioration

  • Missing components or accessories

  • Missing manuals or supplied items

  • Excessive handling or use

  • Assembly or installation beyond what was necessary to inspect the product

  • Damage to packaging which unnecessarily reduces the resale value

  • Missing packaging where its absence materially reduces the value of the product

Any deduction will reflect the actual reduction in value rather than being imposed as an arbitrary charge.

Each return will be considered individually.

6. Return Postage, Insurance & Responsibility

For ordinary change-of-mind returns, you are responsible for the direct cost of returning the goods to KHEPER, unless we have specifically agreed otherwise.

UK distance-selling rules allow the customer to bear the direct cost of returning unwanted goods where they have been informed of this requirement.

When arranging your own return, you should use a delivery service which:

  • Provides tracking or proof of postage

  • Provides appropriate protection against loss or damage

  • Includes compensation or insurance sufficient to cover the full value of the goods being returned

  • Is suitable for the size, weight and nature of the product

You are responsible for packaging the goods appropriately so that they are protected during return transit.

We strongly recommend checking the courier's compensation limits before sending the return. Some standard postal and courier services only provide limited compensation unless additional cover is purchased.

If you choose a service that does not provide adequate compensation and the parcel is lost or damaged while being returned, you may be unable to recover the full value of the goods from the carrier and could therefore be left out of pocket.

Please retain your tracking information, proof of postage and any insurance or compensation documentation until your return has been received and your refund completed.

Where a return is required because an item is faulty, damaged, incorrect or misdescribed, different rules apply. KHEPER will cover reasonable return costs where required by law, so please contact us before arranging the return yourself.

Please only use the return address and instructions supplied by KHEPER when your return is authorised.

Nothing in this section limits your statutory rights.

7. Faulty, Damaged, Incorrect or Misdescribed Products

Our 30-day voluntary change-of-mind policy is separate from your rights when something is wrong with a product.

If your product is:

  • Faulty

  • Damaged

  • Incorrect

  • Incomplete

  • Not as described

  • Not of satisfactory quality

  • Not fit for its intended purpose

please contact us through our Contact Us page as soon as possible.

Where possible, we ask that visible delivery damage is reported within 48 hours. This helps us investigate problems quickly with our delivery partners, but failure to report within 48 hours does not remove your statutory rights.

We may reasonably ask you to provide:

  • Your order number

  • Details of the problem

  • Photographs of the product

  • Photographs of the packaging

  • Photographs of delivery damage

  • Serial numbers or batch numbers where applicable

  • Other information reasonably required to investigate the issue

Depending on the circumstances and your legal rights, an appropriate remedy may include:

  • Repair

  • Replacement

  • Full refund

  • Partial refund

  • Another suitable resolution agreed with you

Please do not return a faulty, damaged or incorrect product until we have provided return instructions.

Nothing within our voluntary 30-day returns conditions applies in a way that reduces your legal rights concerning faulty goods.

8. Clearance Products

Products contained within our Clearance collection are excluded from KHEPER's additional voluntary change-of-mind returns period beyond your statutory rights unless we specifically state otherwise.

This means that purchasing an item from our Clearance collection does not remove any statutory cancellation right which applies to the transaction.

Clearance products also remain covered by your statutory rights where they are faulty, damaged, incorrectly supplied or misdescribed.

Where a defect, imperfection or other issue was specifically disclosed before purchase and formed part of the reason the product was reduced, that disclosed issue will not itself constitute a fault.

9. Digital Products

Digital products may include downloads, guides, documents, templates, software, digital media or other content supplied electronically.

Where digital content is supplied immediately, customers may be asked to:

  • Expressly consent to supply beginning before the normal cancellation period has ended; and

  • Confirm that they understand they may lose their cancellation right once supply begins.

Where the applicable legal requirements have been met and supply has begun, change-of-mind cancellation may no longer be available.

This does not affect your statutory rights where digital content is faulty, misdescribed or otherwise does not meet the requirements of UK consumer law.

10. Personalised, Bespoke & Customer-Made Products

Products that are made to your specifications, personalised for you or created specifically at your request are generally excluded from change-of-mind cancellation and returns where permitted by law.

This may include:

  • Personalised products

  • Custom-printed products

  • Made-to-order products

  • Bespoke products

  • Products manufactured or altered to your specifications

  • Products containing customer-supplied names or wording

  • Products containing customer-supplied photographs, artwork or designs

  • Other specially commissioned products

If production has not yet begun, we may still be able to cancel the order.

This exclusion does not affect your rights where a personalised or custom-made product is faulty, damaged, incorrectly produced or does not match what you ordered.

11. Other Products Excluded From Change-of-Mind Returns

Where permitted by law, change-of-mind returns may not be available for certain products including:

  • Personalised, bespoke or custom-made products

  • Digital products where cancellation rights have been validly lost

  • Perishable products

  • Products which deteriorate or expire rapidly

  • Sealed health or hygiene-sensitive products once unsealed

  • Sealed audio, video or software products once unsealed where the relevant legal exemption applies

  • Products which become inseparably mixed with other goods after delivery

  • Other products specifically excluded from cancellation rights under UK law

This does not remove rights relating to products which are faulty, damaged, incorrect or misdescribed.

12. Collectables, Models, Toys and Building Sets

Some KHEPER products are collectable in nature and the condition of the box, packaging, seals and contents can form a significant part of the item's value.

Under our voluntary extended returns period, we expect these products to be returned in substantially the same condition in which they were supplied.

For example, we may decline a voluntary return where:

  • A sealed product has been opened

  • Bags of parts have been opened

  • A construction set has been assembled

  • Decals or stickers have been applied

  • Components have been removed from protective packaging

  • Display packaging has been significantly damaged

  • Parts are missing

  • The item has been used for display or play

  • The product can no longer reasonably be offered to another customer as new

Opening an ordinary outer shipping box does not affect eligibility.

These additional conditions relate to KHEPER's voluntary return period and do not override any statutory rights.

13. Christmas Extended Returns

We offer an extended returns period for eligible purchases made during the Christmas shopping period.

Eligible products purchased between 1 November and 24 December may be requested for return up to and including 31 January of the following year.

Our Christmas extended returns period is a voluntary policy.

Products returned under the Christmas extension must therefore meet the same condition requirements as our additional 30-day policy.

In particular, products must normally be:

  • Unused

  • Complete

  • In resalable condition

  • In their original retail packaging

  • Free from damage or signs of use

The Christmas extension does not normally apply to:

  • Clearance products

  • Personalised or bespoke products

  • Digital products where cancellation rights have ended

  • Products otherwise excluded from change-of-mind returns

  • Products specifically identified as excluded at the point of sale

Any statutory rights which apply remain unaffected.

14. Pre-Orders

Products offered for pre-order may be cancelled before they have been packed and labelled for dispatch.

Once a pre-order enters our dispatch process, we may no longer be able to stop it.

After delivery, your applicable statutory rights and this Returns & Refund Policy will apply.

Further information about pre-orders is contained within our Purchase Options Cancellation Policy.

15. Refunds

Approved refunds will normally be issued to the original payment method.

For statutory cancellations, refunds will be processed within the timescales required by UK consumer law.

Where permitted by law, we may wait until:

  • The returned goods have been received; or

  • You provide acceptable evidence that the goods have been sent back.

Where a return is made under KHEPER's voluntary extended returns policy rather than a statutory right, the refund will normally be processed after the returned product has been received and inspected.

Your bank, card provider or payment service may require additional time to show the refund in your account after we have processed it.

16. Original Delivery Charges

Where an entire eligible order is cancelled using statutory cancellation rights, we will refund the original standard delivery charge where required by law.

If you selected an enhanced delivery service such as express, timed or premium delivery, we are not normally required to refund the additional amount above the cost of our least expensive standard delivery option.

Where a return is accepted solely under KHEPER's voluntary extended returns policy after statutory cancellation rights have expired, original delivery charges will not normally be refunded.

17. Partial Returns

Where an order contains multiple products, eligible products may normally be returned individually.

Any refund will relate to the product being returned together with any delivery refund required by law.

Returning part of an order does not necessarily entitle you to a refund of the original delivery charge.

18. Bundles, Multi-Buys and Promotional Offers

Where products were purchased as part of a bundle, multi-buy or other promotional offer, returning part of the purchase may affect the promotional price.

Where appropriate and legally permitted, we may recalculate the price of products you retain based on the conditions of the original promotion.

For example, if a promotion required the purchase of three products to receive a discount and one is voluntarily returned, the remaining products may no longer qualify for that promotional price.

Any adjustment will be reasonable and will not restrict your statutory rights.

19. Free Gifts and Promotional Products

Where a free gift or promotional product was supplied because your order met specified promotional conditions, it should normally be returned if the qualifying purchase is returned.

Where a voluntary return means you no longer satisfy the promotional conditions and the promotional item is not returned, we may make an appropriate deduction from the voluntary refund reflecting the reasonable value of the item.

This does not affect statutory rights.

20. Our Returns Facility

KHEPER uses a dedicated returns facility to receive returned products.

Returns may initially be delivered to our returns facility before being transferred to KHEPER for inspection and processing.

This internal process does not alter your statutory rights or any statutory refund deadline.

For this reason, please do not send a return until you have received the correct return address and instructions.

Sending a product to an incorrect address may delay our ability to identify and process it.

21. How to Package a Return

Returned products must be packaged appropriately for transport.

Where reasonably possible:

  • Place the product inside suitable protective outer packaging

  • Do not attach courier labels directly to the manufacturer's retail box

  • Do not write directly on retail packaging

  • Protect corners and vulnerable packaging from transit damage

  • Ensure all components are securely contained

  • Use sufficient protective material for fragile products

Damage caused by inadequate return packaging may be taken into account when assessing a voluntary return or any legally permitted reduction in value.

22. Suspected Returns Abuse or Fraud

KHEPER reserves the right to investigate returns where there is reasonable evidence of fraud, dishonesty or abuse.

Examples may include suspected:

  • Product substitution

  • Returning a different item from the one supplied

  • Removal or replacement of components

  • Returning used goods as unused

  • Serial number discrepancies

  • Deliberate damage

  • False claims of non-delivery, damage or faults

  • Manipulation of promotional offers

  • Repeated misuse of our voluntary returns policy

We may retain relevant records and evidence where reasonably necessary to investigate suspected fraud or protect our legitimate business interests.

We may refuse access to voluntary benefits exceeding statutory requirements where there is reasonable evidence that those benefits are being abused.

We will not use this provision to prevent a customer from exercising genuine statutory rights.

23. Purchases Through Other Platforms

KHEPER may also sell through third-party marketplaces, live-shopping services and social commerce platforms, including services such as Whatnot, eBay and TikTok Shop.

Where you purchase from KHEPER through another platform, returns should normally be initiated and managed using that platform's return process.

The platform may provide additional protections, different return periods or its own procedures.

Any statutory consumer rights which apply to your purchase remain unaffected.

24. Business Purchases

KHEPER primarily sells to consumers.

Where an order is genuinely made wholly or mainly for business purposes, consumer cancellation rights may not apply.

Business returns will be considered in accordance with the terms applicable to the transaction and relevant law.

25. Proof of Purchase

We may require reasonable evidence that the product was purchased from KHEPER.

This may include:

  • Order confirmation

  • Order number

  • Receipt

  • Payment record

  • Customer account history

  • Other reasonable proof of purchase

26. How to Request a Return

For purchases made directly from KHEPER, please use the Contact Us page on our website.

Please provide:

  • Your order number

  • The product concerned

  • Whether you are cancelling, returning or reporting a problem

  • The reason for the return where relevant

  • Photographs where appropriate

We will provide the appropriate return instructions.

Please do not send a return until you have received the correct return instructions and address.

For purchases made through a third-party marketplace or sales platform, please initiate the return through that platform instead.

27. Statutory Rights

KHEPER's 30-day and Christmas extended returns periods provide additional benefits and are not intended to replace your statutory rights.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace any rights which cannot legally be excluded under UK consumer law.

Where your statutory rights provide greater protection than our voluntary returns policy, your statutory rights take precedence.

KHEPER is a trading name of PIER4 LTD.

This policy should be read alongside our:

  • Terms & Conditions

  • Delivery Policy

  • Purchase Options Cancellation Policy

  • Privacy Policy

  • Legal Notice