Refund policy

Returns & Refunds

Last updated: July 2026

Our Promise

Kate's Treasures15 is a small family business built around Dad's legacy, care, honesty, and doing things properly. Every order is packed with care and attention, and if something isn't right, we'll always do our very best to put it right.

Your Right to Return

Please contact us within 14 days of delivery of the last item on your order if you wish to return an item. This 14 day window includes weekends and public holidays. After notifying us, you then have a further 14 days to send the item back.

To qualify for a change of mind return
  • The item must be returned in the same condition you received it
  • Please include any original packaging and inserts where possible
  • Sealed media and hygiene products must remain sealed

EU Customers: Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your order within 14 days of delivery of the last item on your order, without giving any reason. This window includes weekends and public holidays.

You may cancel your order at any time before it is fulfilled, free of charge.

After notifying us, you have a further 14 days to send the item back. We will refund the item price plus the standard delivery charge you paid at the time of ordering. Return postage for change of mind returns remains the customer's responsibility. Refunds are processed within 3 to 5 working days of receiving your return.

Please note

The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed. This includes opened DVDs, CDs, cosmetics, or skincare. It also does not apply to digital gift cards once purchased.

What Cannot Be Returned

  • Opened cosmetics or skincare cannot be returned for hygiene reasons
  • Opened DVDs, CDs, or sealed media cannot be returned once the seal is broken
  • Digital Gift Cards are non refundable

Sale items can still be returned unless clearly marked as Final Sale or Clearance at the time of purchase.

Important Sealed Item Notice

If a sealed item arrives damaged, please email us with clear photographs before opening it and we will help resolve the issue as quickly as possible.

Preloved Items

Preloved items, including Dad's Collection, can be returned within the return window as long as they are returned in the same condition as received.

Each listing includes photographs and condition notes. Wear, age related marks, or storage wear already shown in photos or clearly described within the listing are not classed as faults.

Brochure & Catalogue Packs

Brochure and catalogue packs can be returned within the standard return window as long as they are returned in the same condition as received.

Products shown inside brochures or catalogues are not included unless clearly stated within the listing itself.

Return Shipping

  • UK change of mind returns: Return postage is the customer's responsibility
  • International change of mind returns: Return postage is the customer's responsibility
  • Faulty, incorrect, or damaged items: We will refund you in full and cover return postage where required

Refunds

Once we receive and inspect your return:

  • Refunds are sent back to your original payment method
  • Processing usually takes 3 to 5 working days after the return arrives
  • For UK change of mind returns, we refund the item price only. Return postage is not refunded.
  • For EU customers exercising their right of withdrawal, we will also refund the standard delivery charge paid at the time of ordering
  • If the item was faulty, incorrect, or damaged in transit, we refund the full amount including any original shipping paid

Damaged or Defective Items

If something arrives broken, damaged, or not working correctly:

  1. Please contact us within 48 hours of delivery so we can resolve things quickly and raise any courier claim if required
  2. Include your order number along with clear photographs of both the item and outer packaging
  3. Please keep all packaging until the issue has been resolved

Clear photos and tracking details help us resolve issues as quickly and fairly as possible.

International Returns

All international orders are sent using Royal Mail Tracked International.

For change of mind returns from outside the UK, return postage remains the customer's responsibility. Please contact us before sending anything back so we can provide the correct return details.

Important International Returns Notice

Please clearly mark the parcel as a return when sending items back internationally.

If import charges are applied when the parcel re enters the UK and payment is required to receive it, those costs may be deducted from your refund.

If your item arrived faulty, incorrect, or damaged in transit, we will refund the full amount including the original shipping paid.

Questions

If you have any questions about a return, simply email contact@katestreasures15.co.uk. You'll be speaking directly to Kate, not a call centre, and we aim to reply within 24 hours (Monday to Friday).

Giving Back

20% of every website order supports Arundawn Dog Rescue.

Every order helps keep Dad's legacy alive while supporting Arundawn Dog Rescue. Thank you for supporting our small family business and helping rescue dogs like Arya get the second chance they deserve.

© 2026 Kate's Treasures15. All content is copyrighted. Please do not copy without permission.

Policy effective July 2026