Thank you for shopping with Kensmere. We want you to feel confident about your purchase. This Refund & Return Policy explains how returns work, when refunds are issued, and what to do if an item arrives damaged or incorrect.
1) Return Window & Return Conditions
You can request a return for eligible items within 14 days of the day you received your order.
To qualify for a return, items must be:
Unused and unwashed
In original condition
Returned with all original tags/labels and original packaging (where applicable)
We may refuse a return if:
The item shows visible signs of use, damage, stains, odors, or alterations, or
The return is requested or sent back outside the 14-day window, where permitted by applicable law.
Non-returnable items: Certain products may be excluded for hygiene or other reasons (e.g., items marked “final sale” or products that cannot be returned for hygiene reasons once used). If an item is non-returnable, this will be clearly stated on the product page.
2) How to Request a Return (Step-by-Step)
Step 1 — Contact us first
Email us before sending anything back: info@kensmere.store
Please include:
Your order number
Which item(s) you want to return
The reason for the return
Step 2 — Wait for approval + instructions
We’ll confirm whether your return is eligible and provide return instructions.
Step 3 — Send the return to our warehouse in China (required)
Unless we explicitly provide a different address, returns must be shipped to:
Recipient: Sunny HE
Address: No. 213 Taikang Middle Road, Yinzhou District, 315100 Ningbo City, Zhejiang Province, China
Phone: +86 13848831114
Returns shipped to any other address cannot be processed.
Step 4 — Keep your shipping proof
Keep your shipping receipt and tracking number until your refund has been completed. You are responsible for secure packaging and proper shipment.
3) Return Shipping Costs & Fees
A) If your item is defective, damaged, or incorrect
If you received a defective/damaged item or the wrong product, we will cover reasonable return shipping costs or offer an alternative solution (e.g., partial refund without return), at our discretion.
Please contact us with clear photos and a description before returning anything:
Email: info@kensmere.store
B) All other returns (change of mind, size/style not as expected, etc.)
For returns that are not due to our error:
You are responsible for all return shipping costs
You are also responsible for any customs duties, import taxes, or handling fees charged by the carrier
Return storage/processing fee: For these non-defect returns, a £10 storage/return processing fee applies and will be deducted from the refund.
4) Exchanges
Exchanges (e.g., a different size/color where applicable) may be possible depending on availability.
Please contact info@kensmere.store before sending anything back so we can confirm your options. Exchanges follow the same return rules and address as above. In some cases, placing a new order and returning the original item may be faster.
5) Refunds (How & When)
Once your return arrives at our warehouse, we inspect it.
If approved:
Refunds are issued to the original payment method
Please allow up to 14 business days from the date we receive your return for processing
(Your bank/payment provider may need additional time to post it.)
Refund amount:
The refund covers the product price
Any original shipping fees paid (if any) are non-refundable
For non-defect returns, the £10 storage/return processing fee will be deducted
We may reduce the refund for loss of value if items are not returned in original condition, where permitted by applicable law
6) Damaged / Defective Items on Arrival
If your Kensmere item arrives defective, damaged, or materially not as described, contact us within a reasonable time after delivery:
Email: info@kensmere.store
Please attach clear photos and a short description of the issue.
Where required by law, you may be entitled to a repair, replacement, or refund. We will work with you to find a fair solution and may offer:
A replacement
A partial refund
A full refund once the item is returned
7) Chargebacks
If there is an issue with your order, please contact us at info@kensmere.store before filing a chargeback. We aim to resolve problems fairly. Unjustified chargebacks may be disputed with your bank/payment provider.
8) Your Legal Rights
This policy does not limit any mandatory rights you may have under applicable consumer protection laws. If the law grants you additional rights, those rights remain in force.
Contact
Shop Name: Kensmere
Address: Suite 463, 37 Westminster Buildings, Theatre Square, Nottingham, NG1 6LG, United Kingdom
Email: info@kensmere.store
Phone Number: +44 7490 339603
Customer Service: Monday to Friday: 9:00 AM – 5:00 PM (EST)
