Refund policy
We want you to be satisfied with your purchase from Al Kunuz. This policy explains how cancellations, returns, exchanges and refunds are handled for orders placed through our website.
Cancellations and Change-of-Mind Returns
For eligible goods purchased online, you have 14 days from the day you receive your order to notify us that you wish to cancel or return it.
Once you have notified us, you then have a further 14 days to return the goods to us.
To request a return, please contact us at info@alkunuz.co.uk before sending the item back.
Please include your order number and details of the item you wish to return. We will then provide you with instructions for returning your order.
Condition of Returned Items
You may inspect an item as you reasonably would in a shop. Returned goods should be kept in good condition and, where reasonably possible, returned with their original packaging.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this results in a reduction in its value, we may be entitled to make an appropriate deduction from the refund.
This does not affect your statutory rights.
How to Return an Item
Please contact us at info@alkunuz.co.uk before returning an item so that we can provide the appropriate return instructions.
Returns should be sent to:
Al Kunuz
185 Kitchener Road
Leicester
LE5 4FR
United Kingdom
For change-of-mind returns, the customer is responsible for the cost of return postage.
We recommend using an appropriate tracked or otherwise secure postal service when returning your order.
Where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, please contact us so that we can arrange the appropriate remedy in accordance with your statutory rights.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, incorrectly supplied or not as described.
Please email info@alkunuz.co.uk with your order number, details of the problem and, where appropriate, photographs showing the issue. We will assess the matter and arrange the appropriate remedy.
Nothing in this policy limits your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
Sale and Discounted Items
Sale or discounted items are subject to the same statutory cancellation and return rights as other eligible goods.
Where an item is eligible for return under this policy, the fact that it was purchased at a discounted or sale price does not by itself prevent it from being returned.
Gift Cards
Gift cards are generally non-returnable and non-refundable except where required by law.
Exchanges
We do not offer direct exchanges. If you wish to purchase a different item, please return the original eligible item in accordance with our returns policy. Once the return has been accepted, you may place a new order for the required item.
Refunds
Once we receive your return, we will inspect it and notify you regarding your refund.
Where a refund is approved, it will be issued to your original payment method. We normally process approved refunds within 5 business days.
For returns made under your statutory right to cancel, any refund will in all cases be made within the time required by applicable consumer law.
Where you are entitled to reimbursement of the original delivery charge, this will be limited to the cost of our standard delivery option. Any additional amount paid for an enhanced or express delivery service will not be refunded beyond the standard delivery cost.
Please note that once we have issued your refund, your bank, card issuer or payment provider may take additional time to process the refund and make the funds available to you.
Exceptions
Certain goods may be excluded from the statutory right to cancel where permitted by law. This may include, for example, certain personalised or custom-made goods, perishable goods, newspapers or magazines, and certain sealed goods where the applicable statutory conditions are met.
These exceptions do not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
International Orders
Consumer cancellation and return rights can differ depending on the country to which an order is supplied.
Where mandatory consumer protection laws in the customer's country apply to an order, those rights are not affected by this policy.
Contact Us
If you have any questions regarding a cancellation, return, exchange or refund, please contact us:
Al Kunuz
Email: info@alkunuz.co.uk
Return address:
185 Kitchener Road
Leicester
LE5 4FR
United Kingdom
Nothing in this Return and Refund Policy affects your statutory rights.
