Refund policy
Returns & Refunds
Last updated: May 2026
Our Promise
Kate’s Treasures15 is a small family run business built around care, honesty, and doing things properly. Every order is packed carefully, and if something is not right, we will always do our best to put it right.
Your Right to Return
Please contact us within 14 days of delivery if you wish to return an item. After notifying us, you then have a further 14 days to send the item back.
- 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
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.
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 change of mind returns, we refund the item price only
- Return postage is not refunded for change of mind returns
- 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:
- Please contact us within 48 hours of delivery so we can resolve things quickly and raise any courier claim if required
- Include your order number along with clear photographs of both the item and outer packaging
- 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.
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
Email contact@katestreasures15.co.uk. We aim to reply within 24 hours, Monday to Friday.
20% of every website order supports Arundawn Dog Rescue.
Thank you for supporting our small family business, Dad’s legacy, and rescue dogs like Arya.
Policy effective May 2026
