Refund policy

We’ve made our returns process simple and straightforward through our AfterShip Returns Centre.

How do I return an item?

  1. Visit our Returns Centre: Kukuna Returns Portal
  2. Enter your order number and the email address used at checkout.
  3. Select the item(s) you wish to return and follow the guided steps.
  4. Once your return request is approved, you will receive a confirmation email with full shipping instructions.

What items are eligible for return?

Items are returnable if they are:

  • Returned within 35 days of purchase
  • Unused and in resellable condition
  • In their original packaging with all tags, accessories, and protective elements intact

What items are non-refundable?

The following items cannot be returned:

  • Gift cards
  • Discounted or clearance items (where stated at time of purchase)

I received a damaged or faulty item

We’re sorry to hear that.

If your item is faulty or damaged, please contact us within 14 days of delivery at connect@kukuna.co.uk with your order number and clear photos of the issue. We will resolve this promptly with a replacement or full refund where appropriate.

This does not affect your statutory rights.

Can I exchange my item?

Yes — we allow exchanges for alternative sizes, colours, or selectable variants (subject to availability).

Once your exchange request is approved via the Returns Centre, your replacement item will be dispatched.

What refund options are available?

You may choose from the following options:

  • Refund to your original payment method
  • Refund as store credit (where available)

How do I ship my return?

Full return shipping instructions will be provided in your confirmation email once your return request has been submitted and approved.

Please follow the instructions carefully and retain proof of postage until your return has been processed.

Are there any return costs?

  • We refund the original standard outbound postage cost paid at checkout (in line with UK consumer regulations).
  • For standard returns, a small contribution towards return shipping applies:
    • £2.95 for UK domestic returns
    • €8.00 for EU returns

This amount will be deducted from your refund.

If the item is faulty or incorrect, return shipping costs will not be charged.

How long does a refund take?

Once your returned item has been received and inspected:

  • You will receive an email confirming approval or rejection.
  • If approved, refunds are processed within 5–7 working days of approval.

Please allow additional time for your bank or card provider to complete the transaction.

My question isn’t covered here

If you need any assistance, please contact us at connect@kukuna.co.uk — our team will be happy to help.