At Kleo Products, we want you to shop with confidence. If you are not completely satisfied with your purchase, this Returns & Refund Policy explains your rights and the process for returning products purchased through https://kleoproducts.com.

This policy is intended to complement your statutory rights under the laws of England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

1. Your Consumer Rights

Nothing in this policy limits or excludes your legal rights as a consumer.

If a product is faulty, damaged, incorrectly supplied, or not as described, you may be entitled to a repair, replacement, or refund in accordance with applicable law.

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 14 calendar days of receiving your goods.

To qualify:

the product must be unopened;
the safety seal (if applicable) must remain intact;
the product must be unused;
the product must be in its original packaging;
the product must be in a resalable condition.

Returns requested after the applicable return period may not be accepted.

3. Non-Returnable Products

For hygiene, health, and safety reasons, we cannot accept returns for:

opened dietary supplements;
products with broken or removed safety seals;
products showing signs of use;
perishable goods;
personalised or custom-made products;
gift cards or digital products (where applicable).

These restrictions do not affect your rights if the product is faulty or incorrectly supplied.

4. Faulty, Damaged, or Incorrect Items

If your order arrives:

damaged;
defective;
incomplete; or
different from what you ordered,

please contact us as soon as possible, preferably within 48 hours of delivery.

Where appropriate, we may request:

photographs of the product;
photographs of the packaging;
your order number;
a description of the issue.

After reviewing the claim, we may offer:

a replacement;
a refund;
a suitable alternative product; or
another appropriate remedy.

5. How to Request a Return

To request a return, please contact our Customer Support team before sending any item back.

Please include:

your full name;
order number;
email address used for the purchase;
reason for the return;
photographs if the item is faulty or damaged.

Email: sales@kleoproducts.com

We will provide return instructions where applicable.

Please do not return products without contacting us first, as this may delay processing.

6. Return Shipping

Unless the product is faulty, damaged, or supplied incorrectly, customers are responsible for the cost of returning items.

We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost during transit.

Customers remain responsible for returned goods until they are safely received by us.

7. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed using the original payment method.

Please allow:

up to 10 business days for us to inspect your return; and
additional time for your bank or payment provider to complete the refund.

Refund processing times may vary depending on your payment provider.

8. Delivery Charges

Where a full order qualifies for a refund under applicable consumer law, any standard delivery charges paid at the time of purchase may also be refunded where required.

Additional delivery services, including express or premium shipping options, are generally non-refundable unless required by law.

9. Promotional Products

Where products were purchased using:

discount codes;
promotional offers;
multi-buy discounts; or
bundle pricing,

refunds will be calculated based on the actual amount paid.

If returning only part of a promotional bundle causes the remaining purchase to no longer qualify for the promotion, the refund may be adjusted accordingly.

10. Refused Deliveries

If a customer refuses delivery without a valid reason or fails to collect a parcel that is returned to us, we may deduct any applicable return shipping or handling costs from the refund where permitted by law.

11. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us immediately.

If the order has not yet entered the fulfilment process, we will normally issue a full refund.

Once an order has been dispatched, it must be returned in accordance with this policy.

12. Exchanges

We do not generally offer direct exchanges.

If you wish to receive a different product, please return the eligible item (where permitted) and place a new order.

13. Incorrect Delivery Address

Customers are responsible for ensuring that delivery details are accurate when placing an order.

If an incorrect address is provided and the order has already been dispatched, additional delivery charges may apply.

14. Late or Missing Refunds

If you have not received your refund:

Check your bank account or payment method.
Contact your card issuer or payment provider, as processing times may vary.
Contact your bank, as refunds can take several business days to appear.

If you have completed these steps and still have not received your refund, please contact us.

15. Fraud Prevention

To protect our customers and our business, we reserve the right to refuse refunds or returns where we reasonably believe there has been:

fraudulent activity;
abuse of our returns policy;
repeated misuse;
false claims; or
unauthorised resale of our products.

Nothing in this section affects your statutory consumer rights.

16. Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes in our business practices or legal obligations.

Any updates will be published on this page with a revised “Last Updated” date.

17. Contact Us

If you have any questions regarding this Returns & Refund Policy or need assistance with a return, please contact us:

Kleo Products Ltd

Waterfront House
Beeston Business Park
Technology Drive
Nottingham
England NG9 1LA