RETURNS AND REFUND POLICY
If you are unhappy with your purchase, please return and we will provide a full refund. We will be both disappointed and keen to learn why it has not met with your approval. Our mission is to constantly improve, so any helpful feedback will be positively received.
Here are the basic facts:
- You have 14 days from the date of receipt to return the goods.
- In order to qualify for a full refund, the goods can only be returned if they have not been activated and are in the original condition they were delivered, together with all original packaging.
- Please send us a letter quoting the customer reference number and explaining why you have returned the goods.
- We strongly advise that you send the goods via Special Delivery Guaranteed as we cannot be responsible for goods lost in transit. Proof of postage is not accepted. See below for returns address.
- You are responsible for the cost of return postage. Packages sent without postage paid will not qualify for a refund.
- Refunds to you will be made within 10 days of the date of receipt. All undamaged, correctly returned products will be credited to the original purchaser's credit card excluding shipping charges.
Returns Policy for sale items
The same policy as above applies.
If you need help with the returns process, complete our form at Contact Us and our Customer Service Team will be in touch.
The address to which all returns should be sent is:
1 Wharfe Mews
Due to the nature of contactless payment jewellery we are unable to exchange a product where the product has been activated. If you have not yet activated the wearable, to exchange please return the product for a refund and then re-order the new style that you would like.
DELIVERY AND POSTAGE
Once your order is placed, you will receive an email confirmation when:
- we have received your order;
- we have dispatched your order.
Depending on the delivery service you select you should receive your goods no later than 7-10 working days from order confirmation. (A working day is a day of the week which is not a weekend or a UK Bank Holiday).
You may wish to send your K-pay jewellery as a gift to someone at another address, in which case you can provide us with the alternative address details at the point of order.
If the name provided with the delivery address is different from that of the billing address, the invoice will be forwarded to the billing address.
Please remember that the person who is going to use the K-pay wearable MUST be 16 or older, have a current account in the UK and be a resident of the UK, the Isle of Man, Jersey or Guernsey to activate and pay with it.
All goods are sent Royal Mail Signed For that means you will need to sign to confirm receipt.
In the event that no-one is available to receive a Signed For item, Royal Mail will leave a card providing you with the option to have the item delivered at a later date or to collect your parcel from your local collection depot.
PACKAGING AND POSTAGE
As standard, all K-pay jewellery is packaged in a K-pay box with activation instructions and the unique ID for your wearable (required during the activation process).
All goods are fully insured whilst in transit from us to you.
Free postage and packaging is available for standard delivery. If you choose express delivery you will be liable for the postage cost. If you are exchanging or returning any products you will be liable for the return postage.
QUALITY AND GUARANTEE
K-pay Product Quality
At K-pay we are committed to make sure our customers have a great experience and guarantee against defects in materials and workmanship. If you believe there is a defect in the materials and workmanship with your piece of K-pay jewellery, we suggest that you return the item to the place of purchase for a resolution (either repair or replace the item). For your own security, we would like to point out that defective jewellery should be returned by a ‘signed for’ postal service. We are unable to assume liability for damage, loss or theft during transport.
K-pay jewellery is made from multiple components including metals, ceramic, resin, crystals and leather to name a few. To ensure your jewellery stays looking its best, we recommend the following:
- Apply perfume and cosmetics prior to putting on your jewellery.
- Avoid contact with household cleaning products and chemicals including bleach, as they may cause silver to stain and can discolour other elements.
- To clean each piece of jewellery wipe with a soft cloth.
- When storing, for protection and to avoid scratching, it is advisable to wrap each of your pieces of jewellery separately in a soft cloth, acid-free tissue or plastic bag and keep in a clean, dry location like a jewellery box.
- It is not advised for your jewellery to be immersed in water. Salt water will damage the jewellery as will certain chemicals that are found in environments like hot tubs and certain filtration systems.
- Do not expose leather to water.
- Remove jewellery where it is likely to be damaged, such as manual activities i.e. gardening and DIY.
K-pay Product Guarantee
Every piece of K-pay jewellery is guaranteed for 12 months, (with the exception of the leather strap which is guaranteed for 6 months) from the original date of purchase, (under normal conditions of wear and tear). Please retain your receipt or pass it on to the gift recipient as the original proof of purchase is the warranty. If a receipt is not available a credit card or bank statement will suffice. This does not affect your statutory rights.
The warranty offered on K-pay jewellery does not affect your legal rights and is provided in addition to those rights.
TERMS AND CONDITIONS
Pricing and VAT
All prices include VAT (at the current rate) and are calculated and displayed in Pounds Sterling.
Our policy is to provide quality jewellery at competitive prices. We reserve the right to change the published web-price, up or down, at any time to reflect changes in market conditions, raw materials or packaging costs.
A change in price for an individual product will not affect the returns price.
Payment for your goods is exclusively via the online check-out process by selected payment options indicated.
The carefully selected K-pay web technology is hosted on a secure server using SSL technology (secure sockets layer) to ensure that all credit or debit card transactions are completely secure.
Every time we receive an order, we use fraud checking systems as well as authentication processes before we fulfil it. When you use our website, the secure server will encrypt all of the personal information you send us, including credit or debit card number, name and address. Encryption turns the information you enter into complex code which is then securely transmitted.
We take all reasonable measures to keep your personal information, order and payment details secure. However, we cannot be held liable if an event beyond our control results in loss to you.
All content on this K-pay website, including but not limited to photos, videos, graphics and copy belongs to K-pay Limited.
You are allowed to produce digital and / or physical copies of the content for your own personal use. Any other production of digital or physical copies of content from the K-pay website is not permitted. It is your responsibility to ensure you have the right to publish comments and other contributions. Should K-pay receive claims related to the content or other contributions which you have posted, such claims will be forwarded directly to you.
Your comments and / or other contributions must NOT contain commercial messages. K-pay also has unlimited rights to use your comments and / or other contributions posted by you in every way and on all present and future media platforms, including but not limited to the marketing of K-pay products.
All intellectual property rights in our designs and products are and will remain the property of K-pay Limited. Any infringement of these rights will be taken seriously.
This website, these terms and conditions and any contract entered into as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England.
K-pay endeavours to ensure all images are a true representation of the finished product, however there might be slight variations due to print, browser and publishing limitations. Please note images are not actual size. Actual sizes are specified on the product descriptions.
K-pay reserve the right to change, modify, substitute or remove without notice any information on the site as required. K-pay reserves the right to change prices due to market fluctuations.
K-pay jewellery contains small components, which could put a person at risk of choking if swallowed.
K-pay will not be held responsible for any allergic reaction to any item of K-pay wearables.