Refund policy

Return and refund policy

Last updated: May 2026

This Return and Refund Policy explains how returns, refunds and order issues are handled for purchases made from Kitlo.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, with any original tags, accessories, manuals and packaging where applicable. You will also need your order number, receipt or other proof of purchase.

To start a return, contact us at contact@kitlo.store before sending anything back. Items sent back without first requesting a return may not be accepted.

If your return is accepted, we will send instructions on how and where to send your package. Return instructions may vary depending on the product and fulfilment route.

Return address

Please do not send items back without contacting us first. If we ask you to return an item to our business address, use:

Kitlo
40 High Street
Whitby
YO21 2DA
United Kingdom

Damages, faults and incorrect items

Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item. Email contact@kitlo.store with your order number, a description of the issue and clear photos where relevant, so we can evaluate the issue and help make it right.

Compatibility issues

For technology accessories such as chargers, cables, hubs, cases, mounts and adapters, please check product descriptions, connector types, device compatibility and variant options carefully before ordering. If you are unsure whether a product is suitable for your device or setup, contact us before purchase.

Exceptions and non-returnable items

Certain items may not be returnable, including used items, items not in their original condition, products damaged through misuse, and products that cannot be returned for hygiene, safety or customisation reasons where applicable.

If you have questions about whether a specific item can be returned, contact us before sending it back.

Exchanges

The fastest way to make sure you get what you need is to contact us first. If a return is accepted, we will advise whether a replacement, refund or other solution is available.

Refunds

We will notify you once we have reviewed your return or issue. If a refund is approved, it will be processed to your original payment method. Please remember that your bank, card provider or payment provider may take additional time to process and post the refund.

Return shipping costs

Return shipping costs and instructions depend on the reason for the return and the product involved. If an item is faulty, damaged or incorrect, contact us so we can review the issue and advise on the appropriate next steps.