Refund policy
Last updated: 21 September 2026
If something is not right, you have 14 days from receiving your order to ask for a return or an exchange. This page explains how, what it costs and what your legal rights are.
Your legal right to cancel
Because you are buying online, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days of the day you receive it, without giving a reason. You then have 14 days to send the goods back, and under our own policy below we accept returns that reach us up to 28 days after delivery.
If you cancel under this right, we refund what you paid for the goods, plus the standard delivery charge you paid to receive them. We do not refund the extra cost if you chose a faster service than our cheapest one. You pay the cost of sending the goods back: in the UK that is the return fee set out below, and outside the UK it is whatever the courier you choose charges you, plus the £5 restocking fee.
These rights are in addition to our returns policy, not instead of it, and nothing on this page takes them away.
Our returns policy
To be accepted, items must come back in the condition you received them:
- unworn, unwashed and unused
- with all original tags still attached
- in their original packaging
- bought directly from kid-west.com
Items that do not meet these conditions may be refused and sent back to you. We cannot accept returns for items bought anywhere other than our own website. Returns must reach us no later than 28 days from the day your order was delivered.
Everything in our current range can be returned under this policy. Sale items can be returned for a refund in the same way as full-price items. If a discount applied to the whole order, we refund the amount you actually paid for the item.
How to return something
UK
Start your return in our returns portal and choose a refund or an exchange. You will be sent a Royal Mail returns label and a QR code, so you can either print the label at home or show the QR code at a Post Office and let them print it.
Pack the items securely, in their original packaging where you can, and drop the parcel off at a Post Office. The portal and your email will keep you updated.
Outside the UK
Start your return in the same returns portal. Outside the UK we cannot issue a pre-paid label yet, so instead of a label you are given your return reference and the address to send your parcel to.
Post it back with any tracked service you like. Return postage is at your own cost, and a £5 restocking fee is deducted from your refund. Keep your tracking number until your refund comes through.
The parcel must be sent DDP (delivered duties paid) and marked as returned goods. If it reaches us with duties or taxes still to pay, those charges are deducted from your refund as well.
What a return costs
- UK: £5, deducted from your refund. This covers the returns label, processing, quality checks and restocking.
- Outside the UK: £5, deducted from your refund. This covers processing, quality checks and restocking. You also pay the courier you choose to send the parcel back, and it must be sent DDP as above.
There is no return fee on faulty or incorrect items, and we cover the cost of sending those back. See below.
Refunds
Once your return reaches us and has been checked, we refund to your original payment method, less the return fee. Please allow up to 6 working days from the day your parcel arrives at our warehouse. Your bank may take a few more days to show it.
Exchanges
Choose the exchange option in the returns portal when you submit your return. Once we have received and approved your original item, we send the new size out, subject to stock. If the size you wanted has sold out by then, we refund you instead.
Faulty, damaged or incorrect items
Check your order when it arrives. If an item is faulty, damaged or not what you ordered, email info@kid-west.com with your order number and a photo, and we will sort it out at no cost to you. We pay the return postage and refund or replace the item.
Under the Consumer Rights Act 2015 you have 30 days from receiving a faulty item to reject it for a full refund. After 30 days, and for up to six months, you can ask for a repair or replacement first, and a refund if that is not possible.
Refused parcels and unpaid import charges
If a parcel outside the UK is refused or returned because customs charges were not paid, it comes back to our UK warehouse. We can only refund once it has arrived back with us, and in that case:
- the original delivery charge is not refunded;
- any import charges we are billed on the return are deducted; and
- a £30 handling fee applies.
Questions
Email info@kid-west.com and we will help. You can also write to us at Kid From The West Ltd, 3806, 7 Bankside Boulevard, Manchester, M3 7HN, United Kingdom.
