1. Our Commitment to Quality
At Khexylonkhonglox.world, we take pride in our handcrafted products. We want you to be completely satisfied with your purchase. This policy outlines our terms for returns, exchanges, and refunds.
2. 30-Day Return Period
You have 30 days from the date of delivery to return eligible items for a full refund or exchange. To be eligible for a return:
- Item must be unused and in the same condition as received
- Item must be in original packaging
- Proof of purchase (receipt or order confirmation) must be provided
- Item must not be a custom commission
3. Non-Returnable Items
The following items cannot be returned or exchanged:
- Custom commissions: Items made to your specifications
- Personalised products: Items with custom text or modifications
- Sale items: Clearance or final sale products (unless defective)
- Gift cards: Non-refundable
4. Damaged or Defective Items
If your item arrives damaged or defective:
- Contact us within 7 days of delivery
- Provide photos of the damage or defect
- We will arrange a replacement or full refund
- Return shipping costs will be covered by us
5. How to Initiate a Return
To start a return:
- Contact us at reply@khexylonkhonglox.world or call +44 1204 684584
- Provide your order number and reason for return
- We will send you return instructions and authorisation
- Package the item securely in original packaging
- Ship to the address provided (customer pays return shipping unless item is defective)
6. Return Shipping
- Customer responsibility: You are responsible for return shipping costs unless the item is damaged, defective, or we sent the wrong item
- Shipping insurance: We recommend using trackable shipping with insurance
- Risk of loss: You are responsible for the item until it reaches our studio
7. Refund Processing
Once we receive and inspect your return:
- Refunds are processed within 5-7 business days
- Refund will be issued to the original payment method
- Original shipping costs are non-refundable (unless item is defective)
- You will receive an email confirmation when the refund is processed
- It may take 5-10 business days for the refund to appear in your account
8. Exchanges
We are happy to exchange items for a different size, colour, or product:
- Follow the same return process
- Indicate in your return request that you want an exchange
- Subject to availability of the replacement item
- Additional shipping costs may apply
9. Cancellations
Standard orders: May be cancelled within 24 hours of purchase for a full refund
Custom commissions: May be cancelled before work begins, minus a 20% design fee. Once work has commenced, deposits are non-refundable.
10. International Returns
- International customers are responsible for return shipping and any customs fees
- Items must be returned within 30 days of delivery
- Contact us before shipping for specific instructions
11. Contact Us
For questions about returns or to initiate a return:
Email: reply@khexylonkhonglox.world
Phone: +44 1204 684584
Address: Tonge Bridge Industrial Estate, Tonge Bridge Way, Tonge Fold, Bolton BL2 6BD, United Kingdom
Please note: This policy applies to purchases made through our website. Custom commission terms may vary and will be outlined in your commission agreement.