Refund Policy
RETURNS AND REFUNDS POLICY
1. Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within fourteen (14) calendar days beginning on the day on which you receive the goods, without giving any reason and without incurring any penalty.
2. The Kameleon Guarantee: 30-Day Money-Back
In addition to your statutory right to cancel, Kameleon offers a voluntary “30-day money-back” guarantee. Accordingly, you may request a return within thirty (30) days beginning on the day on which you receive your order if, for any reason, you are not satisfied with the product, subject to the return conditions set out below. This guarantee is offered in addition to, and does not affect, your statutory rights.
3. How to Make a Return
To request a return, please contact our customer service team at contact@Kameleoncometics.uk, providing:
- your order number; and
- the reason for your request (optional where you are exercising your statutory right to cancel).
We will provide you with return instructions within forty-eight (48) working hours, together with the address of the dispatch centre to which the product must be sent. Returns must be sent to the dispatch centre that fulfilled your original order, so that your return can be properly received and your refund processed.
4. Conditions of Return
In order to be accepted, the product must:
- be returned within thirty (30) days of receipt;
- be returned in its original condition, free from damage resulting from excessive use; and
- be accompanied by all of its accessories, where applicable.
Where you are exercising your statutory right to cancel (during the first 14 days), you may unpack and handle the product to the extent necessary to establish its nature, characteristics and functioning, as you would be able to do in a shop. Merely trying the product will not cause you to lose your right to a refund.
5. Return Costs
The costs of returning the goods shall be borne by the customer.
6. Refund Timeframe
Following receipt and inspection of the returned product, your refund will be issued without undue delay and in any event within fourteen (14) days, in accordance with applicable law.
Your refund will be made using the same payment method as that used for the original purchase, unless you expressly agree otherwise.
7. Damaged or Faulty Goods on Delivery
If you receive goods that are damaged or faulty, please contact our customer service team within forty-eight (48) hours of receipt of your order, attaching photographs where possible.
Following verification, we will, in accordance with your preference and the circumstances, either replace the product or provide a full refund, in each case without any return costs being charged to you.
8. Goods Lost in Transit
If your order has not been delivered within the stated delivery period and the carrier’s tracking information shows no material progress, please contact our customer service team.
Following enquiries with the carrier, Kameleon will, depending on the circumstances, either dispatch a replacement order or provide a full refund.
9. Exclusions
The following are not eligible for return:
- goods damaged as a result of use that is inconsistent with their intended purpose or the instructions for use;
- goods damaged as a result of misuse, accident or inappropriate care after delivery; and
- goods returned incomplete, where accessories essential to the product are missing, save where this results from an error on the part of Kameleon.
These exclusions do not affect your statutory rights under the Consumer Rights Act 2015.
10. Statutory Rights
Notwithstanding this Returns and Refunds Policy, all goods sold by Kameleon are subject to your statutory rights under the Consumer Rights Act 2015, including the requirements that goods be of satisfactory quality, fit for purpose and as described.