Exchanges + Returns

Thank you for shopping at Kai Stone Paper! If you are not entirely satisfied with your purchase, we’ll do our best to help. 

If you’re uncertain about going ahead with products, do not fear! We offer a small Pocket notebook, our sample introductory notebook, as a great way to trial the range and see which products work best for you. You can find the Pocket Notebook here: PUT IN LINK 

How to return:
I hope you love your items as much as we do however if you are unhappy with any item for any reason, you must notify us by email within 14 days of receiving your goods that you request to return and obtain a refund. You then have a further 14 days to return the item from the date you notified us.
 

Exchanges and Returns

You have 14 calendar days to return an item from the date you received it. To be eligible for a return, the item must be unused and as-new. The item must be in the original packaging and you’ll need the receipt/proof of purchase please! 

If an item is damaged or faulty, please contact me during the first 14 days upon receipt to obtain a refund with photographic evidence. Please email with the subject ‘REFUND (and your order number)’ to hello@kai-london.co.uk and we will get back to you within 24 hours (Please do put REFUND as the subject).

Unless damaged or faulty, to be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging. Due to the nature of many of our zero waste products with minimal packaging, we cannot accept refunds of our products unless there is a seal and it clearly has not been opened.

To complete your return, we require a receipt or proof of purchase.  

Refunds

Once we receive your item, we’ll check it out and notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your original method of payment. You’ll then receive your money back within 1 working day. 

Shipping

Unless faulty, you will be responsible for paying for your own shipping costs for returning your item and it’s advised to use a tracked service. We cannot accept liability for any lost parcels in transit.

You are responsible for paying for the shipping costs to return an item. Shipping costs are non-refundable. If an item is returned to us after failure to deliver, you are liable for the shipping costs. 

Non-Delivery of Items

If your order is returned to us owing to one of the following issues:

  • Address incomplete or inaccessible
  • Addressee gone away
  • Parcel not called for 

Then you may either request a refund or for the item to be returned. Both options will be subject to a £3.99 postage and handling fee in the UK. This is cover the shipping cost of sending the parcel out and an admin fee for managing this.

Any Other Issues

If there’s anything wrong with your order, you have 14 calendar days from the date of order to contact us via email and raise an issue. Any issues beyond this date will not be considered. 

Late or missing refunds (if applicable)
Please bear in mind:

If you haven’t received a refund within 14 days, please check your bank account.

Then contact your credit card company, it may take some time before your refund is officially posted/released.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@kai-london.co.za. 

Contact Us

If you have any questions on how to return your item to us, please contact us!

Send an email to hello@kai-london.co.za or give us a call on XXX XXX XXXX and we’ll help the best we can!

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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