Refund Policy
Kith
yourkith.co.uk
Last updated: July 2026
The Honest Version
Kith produces something unique every time — a letter written by you, photographs chosen by you, posted to someone specific. Because every order is entirely personalised, we can't resell or reuse anything once it's been made. That's why our refund policy is specific rather than a blanket "no questions asked" return window.We think that's fair. Here's exactly how it works.
When You Will Receive A Full Refund
We will always refund you in full if:
We made an error in production
If the wrong letter content was printed, the wrong photographs were enclosed, or the finished letter was clearly not what you ordered due to a mistake on our part — we will refund you in full or reprint and resend at no extra cost, whichever you prefer.
Your letter arrived damaged
If your letter arrives in a condition that is clearly damaged in transit, contact us within 7 days of receiving it with a photograph of the damage. We will refund you in full or reprint and resend, whichever you prefer.
We failed to fulfil your order within a reasonable time
If your order was not posted within five working days of placing it and we have not contacted you to explain why, you are entitled to a full refund.
We refused your order
If we decline to fulfil an order due to its content, you will receive a full refund with no questions asked.
When We Are Unable To Refund
The address provided was incorrect
We print and post exactly the address you give us. If a letter is undelivered or returned because the address was wrong or incomplete, we are unable to refund the order. If the letter is returned to us, we will contact you and repost at a reduced repost fee.The letter was not received due to Royal Mail delays
Once your letter has been correctly posted, delivery is in Royal Mail's hands. We are not able to refund orders that are delayed by Royal Mail, though we will always do what we can to help investigate if something goes wrong.You changed your mind after production began
Because every Kith is made specifically for you, the right to cancel under the Consumer Contracts Regulations 2013 does not apply once production has begun. If you need to cancel before production starts, contact us immediately at sam@yourkith.co.uk and we will do everything we can to help.Minor print variation
Colour and finish can vary slightly between different print runs and paper batches. Minor variations that do not materially affect the letter are not grounds for a refund.
How To Request A Refund
Your name
Your order date
A brief description of the issue
A photograph if relevant (damaged item, print error)
We aim to respond within 5 working days.
Where a refund is agreed, it will be returned to your original payment method via Stripe within 5 to 10 working days.
Something Went Wrong And You're Not Sure
If something doesn't feel right about your order and you're not sure whether it falls into any of the above categories, just email us. We'd rather hear from you and find a fair solution than have you left feeling like something wasn't right: sam@yourkith.co.uk