our cancellation, returns, and refund policy

5.1 you may cancel your order (or any part of it) at any stage before the products are dispatched to you, and up to 7 days afterward. please refer to your (“dispatch confirmation”) email for the returns procedure for online orders or by contacting our customer services team at info@karenes.com

5.2 where you decide to cancel an order after we have dispatched the products, you will be under a duty to return them to us, at your own risk. all such products should be returned within 7 days after the products have been delivered to you. until they are returned, you must retain possession of the products and take reasonable care of them. you should return the products to us unused and in the same condition in which you received them together with the original product packaging, by one of the means set out in our returns procedure.

5.3 after you cancel your order and return the products, any sum debited by us to your credit/debit card will be refunded in full. we will notify you of your refund via e-mail within a reasonable period. we will refund any money received from you in cash only. refunds for products purchased as gifts can only be given to the credit/debit card of the person who placed the order. we will usually process the refund due to you as soon as possible and, in any case, within 15 days of receiving the order back from you.

5.4 if any product you purchase is damaged, faulty, or incorrect when delivered to you we may offer an exchange or refund as appropriate, by your legal rights. if you believe a product is faulty, you should return the product to us by the returns procedure. if you have any questions regarding returns, please contact us.

5.5 if you have reason to return a product received using the click & collect service, you must return the product either by post by the returns procedure on the dispatch confirmation, or return it in person to one of our stores or our head office, together with the original product packaging. if you decide to use one of our stores to return the product, the store will return that item on your behalf and if the product is eligible for a refund, the refund will process in-store. we will usually refund any money received from you using the same method originally used by you to pay for your purchase. if you decide to return the product by post or to our head office, the refund will usually be processed as soon as possible and, in any case, within 30 days of receiving the returned product. if the product you are returning is not faulty, e.g. you ordered an incorrect item, and you choose not to return the item via one of our stores, we are not responsible for the postage or delivery charges in connection with the return of the product.

5.6 our policy on cancellations, returns, and refunds does not affect your statutory legal rights.

5.7 refunds will be added to your account.

contact us

if you experience problems with ordering from the site or have any questions about an order, please feel free to contact us.