We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it: unworn, or unused, with tags, no defect on the jade and in its original packaging. Item must be returned in a resaleable condition. 

You’ll also need the receipt or proof of purchase. We reserve the right to reduce refunds if items show signs of use beyond reasonable handling.

How to Start a Return

To start a return, please contact us for any return questions at hello@kan-london.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to the following address: 103 Ashely Court, 26 Bolinder Way, London E3 3UA

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, including:

• Personalised or made-to-order items (created specifically for you)
• Gift cards
• Sale items (where clearly marked as non-returnable)

We do not accept returns for hazardous materials, flammable liquids, or gases. If you are unsure whether your item is eligible, please contact us before purchase.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. 

To be eligible, items must be:

• Unworn and unused with tags
• In original packaging
• No defect on the jade
• In resaleable condition

You will need proof of purchase.

Return shipping costs

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Refunds

Once we receive and inspect your return, we will notify you that we have received it and inform you of the outcome.
If approved, you’ll be automatically refunded on your original payment method within 10 business days of receiving and inspecting your return. Please note that your bank or credit card provider may take additional time to process the refund. We may refuse refunds where items are returned damaged due to misuse or handling beyond what is necessary to inspect the product. 

If more than 15 business days have passed since your refund was processed, please contact us at hello@kan-london.com.