Refund policy

Kwai Returns Policy
We hope that you are pleased with your order but understand that on occasions there may be a reason that you would like to return an item to us. We do aim to make this process as simple as possible.

We are sorry but in the interest of hygiene and health, we can only refund on products that are faulty.

14 days returns policy for peace of mind
Our returns policy is normally valid for 14 days from receipt of an item. You therefore have 14 days from the date you receive your item from Kwai, to information our Customer Services team that you wish to return the item if it is unsuitable.

Exceptions
We are sorry but in the interests of hygiene and health, we cannot refund any products that have been opened or unsealed after delivery.

Faulty goods or damaged products
In the unlikely event that a product is faulty, please email: infor@kwaiheartcare.co.uk or call our Customer Services team on 01284 715295. (Monday to Friday 9.am to 5pm). We will advise where and how the items should be returned and provide you with the appropriate paperwork, including our free of charge returns label.

Please note, if an item develops a fault through misuse or user damage and is not the result of a manufacturing fault or shortfall we will be unable to exchange or refund your purchase.

Refunds
We will refund you within 14 days of the goods being returned to us. If you have requested an exchange, a replacement order will arrive in approximately 7 days on receipt of your product being returned to us.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Info@kwaiheartcare.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@kwaiheartcare.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.