Refund policy
Returns & Refunds Policy
KateAndSon.com — Kate and Son
Last updated: 1 January 2026
This Returns & Refunds Policy applies to purchases made through KateAndSon.com by customers in the United Kingdom.
Kate and Son respects your statutory rights as a consumer. Nothing in this policy limits, excludes or replaces any rights you may have under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Your statutory right to cancel
If you are a consumer purchasing from KateAndSon.com, you generally have the legal right to cancel your online order within 14 days without giving a reason.
The 14-day cancellation period begins on the day after you, or a person nominated by you, receives the goods.
If your order is delivered in multiple parcels or on different days, the cancellation period begins after you have received the last item in the order.
To exercise your right to cancel, you must clearly inform us of your decision to cancel. You can do this by contacting our Customer Service team by email.
You do not need to provide a reason for your cancellation.
Once you have informed us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the day on which you communicated your cancellation.
How to cancel
Please contact our Customer Service team:
Email: info@kateandson.com
Please include your order number and clearly state that you wish to cancel your order.
Our Customer Service team will provide you with the appropriate return instructions, including the return address.
2. Condition of returned goods
You are entitled to handle the goods to the extent necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be allowed to do in a physical shop.
For clothing and fashion items, this generally means that you may inspect and try on an item.
Items should not be worn, washed or otherwise used beyond what is reasonably necessary to inspect them.
You may be responsible for any diminished value resulting from handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where permitted by law, we may deduct the amount of any such diminished value from your refund.
3. Return postage
If you cancel your order because you have changed your mind, you are normally responsible for the direct cost of returning the goods to us.
The return address will be provided by our Customer Service team after you contact us regarding your return.
You should obtain and retain proof of postage or tracking information until your refund has been completed.
If goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, different rules apply. See section 5 below.
4. Refunds following cancellation
If you validly exercise your statutory right to cancel, we will refund the payments we received from you for the cancelled goods.
This includes the cost of our standard delivery service.
If you selected a delivery service that was more expensive than our cheapest standard delivery option, we are only required to refund the amount of the cheapest standard delivery option.
We will issue the refund without undue delay and, in any event, within 14 days of the earliest of:
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the day on which we receive the returned goods; or
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the day on which you provide evidence that you have sent the goods back.
We may withhold the refund until we have received the goods or you have provided evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the same payment method that you used for the original transaction, unless we have expressly agreed otherwise.
You will not be charged any fee for receiving your refund.
5. Faulty, damaged or misdescribed goods
Your statutory rights relating to faulty or non-conforming goods are separate from your right to cancel because you have changed your mind.
Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.
If an item you receive is faulty, damaged, not as described or otherwise does not conform to the contract, you may have additional statutory remedies.
Within 30 days
Where the statutory requirements are met, you may have a short-term right to reject the goods and receive a refund.
The relevant 30-day period generally starts when you receive the goods.
After 30 days
Depending on the circumstances, you may have the right to request a repair or replacement.
Any repair or replacement must generally be provided within a reasonable time and without significant inconvenience to you.
If repair or replacement is impossible, unsuccessful or cannot be provided in accordance with your statutory rights, you may be entitled to a price reduction or refund.
After six months
You may continue to have statutory rights after six months. The applicable legal position depends on the circumstances of the individual case.
Nothing in this policy limits any statutory rights that you may have.
Where you are exercising a statutory remedy because goods are faulty or otherwise do not conform to the contract, Kate and Son will cover reasonable return costs where required by law.
6. Damaged items on arrival
If your order arrives damaged, please contact us as soon as reasonably possible:
Please provide:
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your order number;
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the name of the affected item;
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a description of the damage; and
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photographs of the item and, where possible, the packaging.
Please retain the item and its packaging until we have advised you what to do.
We will assess the issue and provide an appropriate resolution in accordance with your statutory rights.
7. Exceptions to the statutory right to cancel
Certain goods are excluded from the statutory 14-day cancellation right under UK law.
Depending on the nature of the product, these may include:
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goods made to your specifications or clearly personalised;
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goods which are liable to deteriorate or expire rapidly;
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sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
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goods which, after delivery, become inseparably mixed with other items; and
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other goods or contracts specifically excluded by applicable law.
Where an item is subject to a statutory cancellation exception, this will be made clear to you before purchase where required.
These exceptions do not affect your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
8. How to return an item
To start a return, please contact our Customer Service team:
Email: info@kateandson.com
Please include:
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your order number;
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your name;
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the item or items you wish to return; and
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whether you are cancelling the order or reporting a fault/damage.
Our Customer Service team will provide the applicable return instructions and return address.
Please do not send goods to an address obtained from an unrelated source or to an address other than the one provided by our Customer Service team.
Pack the goods securely to prevent damage during transit.
We strongly recommend using a tracked or otherwise verifiable delivery service and retaining your proof of postage until your refund has been completed.
9. Exchanges
We do not currently offer direct exchanges.
If you require a different size, colour or product, you should return the original item in accordance with this policy and place a new order.
This does not affect your statutory rights.
10. Sale items and promotional purchases
Sale items and items purchased using a discount code have the same statutory consumer rights as items purchased at full price.
A sale price or promotional discount does not remove or reduce your statutory rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
11. Statutory rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit your statutory rights under applicable UK law.
If any provision of this policy conflicts with your statutory consumer rights, your statutory rights will prevail.
12. Model Cancellation Form
You may use the following form if you wish to exercise your statutory right to cancel. You do not have to use this form; a clear statement that you wish to cancel is sufficient.
To:
Kate and Son
Email: info@kateandson.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number: ______________________________
Item(s): ___________________________________
Ordered on: _________________________________
Received on: ________________________________
Name of consumer: ___________________________
Address of consumer: _________________________
Date: ______________________________________
Signature (only if this form is notified on paper): ______________________
13. Contact us
If you have any questions about returns, refunds or your consumer rights, please contact:
Kate and Son
Customer Service:
Email: info@kateandson.com
The return address will be provided by our Customer Service team when you contact us regarding a return.
Last updated: 1 January 2026