Refund policy

Last Updated: December 16, 2025

Introduction

This Return and Refund Policy applies to all purchases made through the Klohy website (https://klohy.co/). We want you to be completely satisfied with your purchase. If you're not, we're here to help.

This policy does not affect your statutory rights under applicable consumer protection laws, including the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive.

Quick Reference

Situation

What You Can Do

Changed your mind

Return within 30 days for full refund

Item is faulty/defective

Full refund, repair, or replacement (we pay return shipping)

Item arrived damaged

Full refund or replacement (we pay return shipping)

Wrong item received

Correct item sent or full refund (we pay return shipping)

Item not delivered

Investigation with carrier; refund or replacement if unresolved


Your Right to Cancel (Change of Mind)

If you are a consumer in the United Kingdom or the European Economic Area (EEA), you have the right to cancel your order within 30 days without giving any reason. This is in addition to your statutory rights.

Cancellation Period

The cancellation period expires 30 days from the day on which you, or a third party you nominate (other than the carrier), takes physical possession of the goods. For orders with multiple items delivered separately, the period runs from when you receive the last item.

How to Cancel

To exercise your right to cancel, inform us of your decision by a clear statement using one of the following methods:

Conditions for Return

To qualify for a return under change of mind, items must be:

  • Unused and in the same condition as received
  • In original packaging with all tags and labels attached
  • Returned within 30 days of notifying us of your cancellation

You may handle items to the extent necessary to examine them (as you would in a shop), but you are liable for any diminished value resulting from handling beyond this.

Return Shipping Costs

For change-of-mind returns, you are responsible for the cost of returning the items unless we have agreed otherwise or provided a prepaid return label.

What We Will Refund

If you cancel your order, we will refund:

  • The full price of the product(s)
  • Standard delivery costs (if you paid for delivery).

Faulty, Damaged, or Incorrect Items

If you receive items that are faulty, damaged, or not as described, you have statutory rights under the Consumer Rights Act 2015 (UK) and equivalent EEA legislation. We will cover the cost of return shipping for all faulty, damaged, or incorrect items.

Faulty or Defective Products

Your statutory rights include:

  • Short-term right to reject (0–30 days): You may reject faulty goods and receive a full refund.
  • Right to repair or replacement (30 days – 6 months): You may request a repair or replacement. If this fails or is not possible, you may then claim a refund (which may be reduced for use).
  • Extended rights (6 months – 6 years): You may still be entitled to a remedy if you can prove the goods were faulty at the time of delivery. In Scotland, this period is 5 years.

Damaged in Transit

If your item arrives damaged, please contact us as soon as possible with your order number and clear photographs showing the damage. While we encourage you to report damage promptly (ideally within 48 hours) to help us investigate with the carrier, your statutory rights are not limited by this timeframe. We will arrange a replacement or full refund and cover return shipping costs.

Wrong Item Received

If you receive an incorrect item, contact us and we will arrange for the correct item to be sent or provide a full refund. We will cover the cost of returning the incorrect item.

Item Not Delivered

If your order does not arrive within the estimated delivery window, please contact us. We will investigate with the carrier and, if the item cannot be located, offer a full refund or replacement.

How to Return Items

  1. Contact us: Email support@klohy.co with your order number and reason for return.
  2. Receive instructions: We will confirm your return and provide instructions. For faulty/damaged/incorrect items, we will provide a prepaid return label.
  3. Pack securely: Place items in their original packaging where possible. Include all accessories, tags, and any return authorisation details.
  4. Ship the return: Send to the address provided. We recommend using a tracked service and keeping your proof of postage.
  5. Receive your refund: Once we receive and inspect the return, we will process your refund.

Return Address

All approved returns should be sent to:

Klohy

Eastmansvägen 8B

113 61 Stockholm, Sweden

Refund Method

Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional 10 business days for the refund to appear in your account.

Restocking Fees

We do not charge restocking fees.

Order Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at support@klohy.co. If the order has not yet shipped, we will cancel it and issue a full refund. If the order has already been dispatched, you may return it under our standard return process once received.

Exceptions to Returns

The following items cannot be returned for change of mind (though statutory rights for faulty goods still apply):

  • Custom or personalised items made to your specifications
  • Hygiene-related products (e.g., underwear, swimwear, earrings) if the seal has been broken or the item has been worn
  • Sealed goods not suitable for return due to health or hygiene reasons, once unsealed
  • Goods that have been used, damaged, or altered after delivery (beyond reasonable inspection)

Shipping and Carriers

For UK deliveries, we use carriers including Evri and Royal Mail. Delivery typically takes 6–9 business days (1–2 days handling plus 5–7 days transit).

Your Statutory Rights

This policy does not affect your statutory rights. For more information about your consumer rights, you may contact:

Model Cancellation Form

(Complete and return this form only if you wish to cancel your order)

Contact Us

If you have any questions about returns or refunds, please contact us:

Trade Name: Klohy

Email: support@klohy.co

Phone: +46703206149

Address: Eastmansvägen 8B 113 61 Stockholm, Sweden

Website: https://klohy.co/

Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM (CET)