Return & Refund Policy

Returns and Exchanges Policy
Last Updated: 29 July 2025

At By Kenna, we know that sometimes an order might not meet your expectations. That's why we’ve designed our returns and exchange process to be straightforward and transparent for all customers based in the United Kingdom.

Quick Summary

  • Who Can Return?
    Customers located within the United Kingdom
  • Which Items Qualify?
    Items that are unused and in new condition, including both defective and non-defective products
  • Return Period
    Items must be returned within 30 calendar days from the original date of purchase
  • Return Method
    Returns should be sent via post
  • Shipping Costs
    Return shipping is the customer’s responsibility unless the item is damaged or faulty
  • Restocking Charges
    None – we do not charge a restocking fee
  • Refund Timing
    Refunds are processed within 7 business days of receiving the returned goods
  • Items Not Eligible for Return
    • Gift cards
    • Sale or discounted merchandise

1. Who Can Return and How

If you are based in the UK and wish to return an item, please contact our customer support team at info@bykenna.com within 30 days of receiving your order. We will provide return instructions and the appropriate return address.

2. Item Condition Requirements

To qualify for a full refund, all returned merchandise must be in brand-new, unused condition and suitable for resale. This means:

  • Original tags, labels, and packaging must be included and undamaged
  • Any accessories or extras that came with the product must be returned as well
  • The product must not show signs of wear, use, or damage

Should we receive returned goods that appear used, worn, or damaged in a way not caused by us, we reserve the right to issue only a partial refund, reflecting the decreased resale value of the item.

3. Return Process and Shipping Costs

  • Returns must be sent via post
  • Customers are responsible for return shipping unless the item is faulty or sent in error
  • Full instructions will be provided once your return request is approved

4. Exchanges

Customers in the United Kingdom are welcome to request an exchange. To do so, please follow the standard return process. Once we’ve received and approved the original item, you’ll be able to place a new order for your desired replacement.

If the exchange is required due to a faulty item or a fulfilment mistake on our part, we will ship the replacement to you at no additional charge.

5. Refunds

After we receive and inspect your return, we will issue a refund to your original payment method within 7 business days. A confirmation email will be sent once the refund has been processed.

Please note: Depending on your bank or payment provider, the refund may take additional time to appear on your account.

6. Restocking Fees

We do not apply any restocking fees for returns that meet our return criteria.

However, if we receive items that are used, damaged, or missing original components, we reserve the right to issue a partial refund. The final refund amount will reflect the reduced value of the returned item.

7. Failed Deliveries or Refused Parcels

If your parcel is returned to us because of an incorrect delivery address, a refused delivery, or a failure to collect the package from a designated pick-up point, we reserve the right to deduct the cost of the return shipping, as well as any applicable re-delivery fees, from your final refund amount.

8. International Orders and Import Duties

Currently, our return policy applies only to customers in the UK. If you are ordering from outside the UK:

  • Customs duties, VAT, and import taxes are the responsibility of the customer
  • We are working to introduce international return options in the near future

9. Changing Your Shipping Address

Need to update your shipping address? Contact us immediately at info@bykenna.com. If your order has not yet shipped, we will do our best to update it. Unfortunately, once an order has been dispatched, we are unable to make any changes.

10. EU Customers: 14-Day Right to Cancel

If your order has been delivered within the European Union, you are legally entitled to cancel or return your purchase within 14 days, without having to provide a reason.

To be eligible:

  • The item must be unused and remain in its original packaging
  • All tags and labels must still be attached
  • You must provide proof of purchase, such as your order receipt or invoice

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

E-mail address: info@bykenna.com
Phone number: 0141 255 0756
Contact form: Contact page

We thrive to respond within 24 hours during our opening hours.

Business name: By Kenna
Address:  158 Kilmarnock Road, Glasgow, G41 3PG, United Kingdom

Customer service available hours

Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+1 London)
Operating Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+1 London)