Refund policy

At Kasa Kusillo, we want you to love your purchase. If something isn't right, please contact us and we'll do our best to help.

1. If your item arrives damaged or faulty

Please check your order as soon as you receive it.

If your item arrives damaged, defective or is not as described, please contact us within 7 days of delivery at hello.gift.stories@gmail.com, including:

- Your order number
- A description of the issue
- Clear photographs showing the damage or defect
- Photographs of the packaging, where relevant

Please keep the original packaging until your claim has been resolved.

We may ask you to return the item so that we can inspect it. Where an item is confirmed to be faulty, damaged or not as described, we will provide an appropriate remedy in accordance with your statutory rights, which may include a replacement, repair or refund.

Nothing in this policy affects your legal rights as a consumer.

2. Returns if you change your mind

Because we sell online, you have a statutory right to cancel most purchases within 14 days of receiving your order, without giving a reason.

If you wish to cancel your order, please contact us within those 14 days. You will then have a further 14 days to return the item.

Returned items should be unused and in their original condition, with their original packaging where reasonably possible. You are responsible for taking reasonable care of the item while it is in your possession.

Where permitted by law, we may reduce the refund if the value of the item has been diminished by handling beyond what would reasonably be necessary to inspect the product.

Unless the item is faulty, damaged or not as described, you are normally responsible for the cost of returning an item when exercising your statutory cancellation right.

We will refund the standard delivery cost paid for the original order where required by law. If you selected a more expensive delivery option, we will only refund the equivalent standard delivery cost.

3. Refunds

Once we have received your returned item, or appropriate evidence that it has been sent back, we will process your refund in accordance with applicable consumer law.

Refunds will normally be made using the original payment method.

4. Items that cannot be returned

Certain products may be excluded from the statutory cancellation right where permitted by law. This may include personalised or custom-made products and certain sealed products which cannot be returned for health or hygiene reasons once unsealed.

Where an item is excluded from the statutory cancellation right, this will be clearly stated on the relevant product page before purchase.

Unfortunately, we don't accept returns on sale or gift card products.

5. Important

We do not accept returns simply because an item is damaged through misuse, accidental damage, improper handling or normal wear and tear after delivery.

We reserve the right to request reasonable evidence of damage or defect before arranging a remedy. This does not affect your statutory consumer rights.

If you have any questions about a return, please contact us at hello.gift.stories@gmail.com.

 

Last updated: September 2026