Returns & Exchanges
We hope you love your Knala products as much as we loved creating them. However, if something isn’t quite right, we’re here to help.
Our Returns Policy
You can return most products within 30 days of receiving your order.
To be eligible for a return, items must be:
- Unused
- In their original condition
- In the original packaging, including any tags or branded elements
We cannot accept returns of items that show signs of wear, damage or use.
Nothing in this policy affects your statutory rights. Under UK law, you are entitled to a minimum 14-day cooling-off period for most online purchases – we choose to give you a full 30 days.
Return Shipping Costs
For non-faulty returns (change of mind, wrong size etc):
The customer is responsible for return postage costs.
For faulty, damaged or incorrect items:
Knala will cover return shipping costs.
Please contact us before sending back a faulty item so we can provide instructions.
Exchanges
We currently offer exchanges by refund only, meaning:
- You return your original item
- Once received and approved, we issue you a refund
- You place a new order for the replacement item
This helps us keep stock accurate and process your request faster.
How to Start a Return
You have up to 30 days from the date you receive your order to start a return.
To begin a return, please email us at sales@knala.co.uk with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos, if the item is faulty or damaged
We will respond with return instructions.
Refunds
Once your return has been received and inspected, we’ll email you to confirm approval and process the refund.
Refunds are issued to the original payment method.
Please allow up to 5–10 working days for your bank or payment provider to process the refund.
Condition of Returned Items
To protect hygiene and product quality, we cannot accept returns of:
- Items that have been used
- Items with pet hair, odours or signs of wear
- Items missing original tags or packaging
Order Errors or Faulty Items
If your item arrives faulty, damaged or incorrect, we sincerely apologise.
Please contact us within 30 days of receiving your order and include:
- Your order number
- Clear photos of the issue
- A brief description of the problem
We will arrange a replacement or full refund where appropriate.
Return Address
Returns should only be sent to the address we provide via email. Please do not send items back to our registered office, as they cannot be processed there.
Need Help?
If you have any questions about returns or exchanges, you can email us at sales@knala.co.uk.
