Refund and Returns Policy
Last updated: 25 October 2026
At KhamrasLtd.com, we want you to be satisfied with your purchase. This policy explains how returns, cancellations, replacements and refunds are handled for orders placed through our website for delivery within the United Kingdom.
This policy does not affect your statutory rights under applicable consumer protection law.
1. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at info@khamrasltd.com and include your order number.
If your order has not yet been dispatched, we will do our best to cancel it. If it has already been dispatched, you may need to follow the returns process below.
For most goods purchased online, UK consumers generally have a legal right to cancel within 14 days of receiving their goods, subject to applicable exceptions.
2. Change-of-Mind Returns
For most online purchases, you can notify us within 14 days of receiving your goods that you wish to cancel your order. You will normally have a further 14 days after notifying us to return the goods.
To request a return:
- Email info@khamrasltd.com with your order number.
- Identify the product you wish to return.
- Keep the product and any accessories together where reasonably possible.
- Handle the product only as necessary to inspect its nature, characteristics and functioning.
Customers may be responsible for direct return postage costs for change-of-mind returns where permitted by law and where the required information was provided before purchase.
If goods have been handled beyond what is necessary to inspect them, a deduction for diminished value may be permitted by law.
Certain products are excluded from change-of-mind cancellation rights. These may include certain perishable goods and sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions do not remove your rights if a product is faulty or does not meet legal requirements.
3. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged, incomplete or different from what you ordered, please email info@khamrasltd.com as soon as reasonably possible.
Please include:
- Your order number.
- The name of the affected product.
- A description of the problem.
- Photographs of the product and packaging, if available.
We will review your request and explain the appropriate solution. Depending on the circumstances and your legal rights, this may include a refund, repair or replacement.
Where a return is required for a faulty, damaged or incorrectly supplied item, we will provide return instructions and cover return costs where required by law.
Your statutory rights apply to sale items as well as full-price items.
4. Refund Eligibility
Refunds are handled in accordance with this policy and applicable consumer law.
For eligible change-of-mind returns, please notify us within the applicable cancellation period and return the goods within the required timeframe.
Where legally permitted, we may withhold a refund until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.
Faulty, incorrectly supplied or misdescribed products will be handled in accordance with your statutory rights.
5. Refund Processing Time
For eligible online cancellation returns, refunds are generally due within 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever happens first.
Refunds will normally be issued using the original payment method unless you expressly agree otherwise.
Your bank or payment provider may require additional time to make the refunded amount available in your account.
6. Exchanges and Replacements
If you receive a faulty or incorrect item, contact us at info@khamrasltd.com to discuss the available options.
Exchanges for reasons such as a change of preference may be considered subject to stock availability and applicable returns rules.
Nothing in this section limits your legal rights to a repair, replacement or refund.
7. Food, Pet Products and Hygiene-Sensitive Items
KhamrasLtd.com may sell food, pet products and other items for which special return rules apply.
Certain perishable goods and sealed products that are unsuitable for return for health protection or hygiene reasons may be excluded from change-of-mind cancellation rights when the relevant legal conditions are met.
However, this does not affect your statutory rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.
Please contact us before returning an opened, damaged or unsuitable product so that we can advise you on the appropriate process.
8. Missing Items
If an item is missing from your delivery, email info@khamrasltd.com with your order number and details of the missing product.
We will review the order and delivery information and, where appropriate, arrange for the missing item to be supplied or provide another suitable remedy.
9. How to Request a Return or Refund
To request a return, cancellation, replacement or refund:
- Email info@khamrasltd.com with your order number.
- Explain which product is affected and the reason for your request.
- Wait for our return instructions before sending the product back.
- Package the goods appropriately and follow the instructions provided.
Return address:
KhamrasLtd.com Returns
44 Shelly Court
32 Skelton Lane
London
E10 5BU
United Kingdom
Please contact us before sending a return so we can confirm the correct procedure. Your statutory cancellation deadline does not depend on receiving our approval.
10. Delivery Charges
For eligible change-of-mind cancellations, we will refund the standard delivery charge where required by law. If you selected a more expensive delivery option, the refund may be limited to the cost of the least expensive standard delivery option offered.
For faulty or incorrectly supplied goods, delivery and return costs will be handled in accordance with applicable law.
11. Contact Us
For questions about returns, cancellations, replacements or refunds, please contact us:
Business: KhamrasLtd.com
Email: info@khamrasltd.com
Return address:
44 Shelly Court
32 Skelton Lane
London
E10 5BU
United Kingdom
Please include your order number in all correspondence.
12. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer protection law.
If any part of this policy conflicts with a legal right that applies to your purchase, the applicable legal requirement will take precedence.