Refund policy
Returns and Refunds
We want you to be happy with your order. Please read this policy carefully before returning any items.
This policy does not affect your statutory rights. If your item is faulty, damaged, not as described, or you have received the wrong item, please contact us as soon as possible at enquiries@kesvir.co.uk so we can help.
Our 30-day returns policy
Our general returns policy lasts 30 days from delivery. If 30 days have gone by since your order was delivered, unfortunately we may not be able to offer you a refund, unless you have statutory rights that still apply.
To be eligible for a return, your item must be:
- Unused and in the same sellable condition that you received it.
- In the original packaging.
- Unworn, unwashed, unsoiled and not submerged in water.
- Returned with all product packaging in good condition.
- Returned with a receipt, order confirmation or other proof of purchase.
Please do not send your purchase back to the manufacturer.
Items we cannot accept back
For hygiene and safety reasons, we cannot accept returns for some items once they have been opened, unsealed, used, worn, washed, soiled, submerged in water, or where the packaging or seal has been damaged.
This may include:
- Disposable goods, including nappy liners and disposable swim briefs.
- Intimate, sanitary or hygiene-sensitive goods once opened, unsealed, used or worn.
- Some health and personal care items once opened, unsealed or used.
- Gift cards.
We will always review faulty, damaged, incorrect or not-as-described items separately. Your statutory rights are not affected.
EU right of withdrawal
If you are a consumer in the European Union and you bought from us online, by phone or by another distance-selling method, you may have the right to cancel your order within 14 days without giving a reason.
For goods, the 14-day withdrawal period starts from the day you, or someone nominated by you, receives the goods. If your order arrives in more than one delivery, the 14-day period starts from the day the final item in the order is delivered.
If the 14-day deadline falls on a weekend or public holiday, the deadline is extended to the next working day.
To use your EU right of withdrawal, please contact us within the 14-day period by emailing enquiries@kesvir.co.uk. Please include your name, order number and a clear statement that you wish to cancel or withdraw from the contract.
You may also be able to request a return through your customer account at https://account.kesvir.co.uk, where this option is available for your order. Due to Shopify plan limitations, cancellation requests may not always be available through the customer account route. If you cannot request a cancellation through your account, please email us at enquiries@kesvir.co.uk.
If your order has not yet been fulfilled or dispatched, we will review your cancellation request before the order is sent. We do not charge an admin fee for EU withdrawal or cancellation requests.
If your order has already been dispatched, you will need to return the goods to us. You are responsible for the cost of returning the goods, unless the item is faulty, damaged, not as described, or we have agreed otherwise.
Returned goods must be sent back without undue delay and no later than 14 days after you tell us you wish to withdraw from the contract.
For EU withdrawal returns, we will refund the item price and, where required by law, the standard outbound delivery charge paid at checkout. We do not refund any extra delivery costs if you chose a more expensive delivery option than our standard delivery option.
We may make a deduction from your refund if the item has been handled more than necessary to check its nature, characteristics and fit, or if it is returned damaged, worn, washed, soiled, used, submerged in water, missing packaging, or not in a sellable condition.
Returning your goods
Please return goods to the correct returns address below. We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been processed.
UK returns address
Returning Goods
Kes-Vir Swimwear
Incy Wincy Ltd
Unit 10 Metro Centre
Toutley Road
Wokingham
RG41 1QW
UK
UK office: +44 (0)1189 560 295
US returns address
Kes-Vir Swimwear C/O
US Launchpad
7701 Chattsworth Road
Midland
GA 31820
USA
US office: +1 706-810-8504
Charges
- Missing or torn packaging replacement fee: £2.00, US$2.50 or €2.50, where applicable.
- Incorrect address supplied by customer and order returned: postage cost plus £2.70, US$3.40 or €3.15, where applicable.
No cancellation or admin fee will be charged for EU withdrawal or cancellation requests.
Refunds
Once your return is received and inspected, we will email you to confirm that we have received your returned item. We will also let you know whether your refund has been approved or rejected.
If your refund is approved, it will be processed back to your original payment method. Please allow time for your bank, card provider or payment provider to process the refund.
For EU withdrawal requests, we will process any refund due no later than 14 days after we receive your withdrawal request. We may wait until we have received the goods back, or until you have provided evidence that you have sent the goods back, whichever is earlier.
Refunds are usually made for the product price only, unless postage must be refunded under your statutory rights or EU withdrawal rights.
Late or missing refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is shown on your account.
If you have done all of this and you still have not received your refund, please contact us at enquiries@kesvir.co.uk.
Cancelled orders
Orders are usually dispatched on the same day if received before midday. Once an order has been dispatched, it cannot usually be stopped before delivery.
If you need to cancel an order before it has been fulfilled or dispatched, please email enquiries@kesvir.co.uk as soon as possible with your order number.
For non-EU orders, if we are able to catch the order before it has been packed or dispatched, we may refund the order. For EU withdrawal or cancellation requests, no cancellation or admin fee will be charged.
