Refund policy
Last updated: September 2026
At KAY Wellness, we want you to feel confident when shopping with us. If something isn't right with your order, please contact us at hello@getkaywellness.com and we'll be happy to help.
1. Change of Mind
Under UK consumer law, if you purchase online, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.
However, because KAY Flow is a personal hygiene product, we cannot accept returns of products that have been opened, used, unsealed or otherwise handled in a way that makes them unsuitable for resale for hygiene reasons.
To be eligible for a change-of-mind return, products must be:
- Unopened and unused
- In their original, sealed packaging
- In a resalable condition
Please contact us at hello@getkaywellness.com before sending anything back.
2. Faulty, Damaged or Incorrect Items
If your order arrives:
- Damaged
- Faulty
- Incomplete
- Or you received the wrong product
please contact us at hello@getkaywellness.com as soon as possible.
Please include your order number and, where applicable, photographs of the product and packaging so that we can investigate the issue.
Depending on the circumstances, we may offer a replacement, repair or refund in accordance with your legal rights.
3. Returns
If your return is approved, we will provide instructions on where and how to return your item.
For change-of-mind returns, you are generally responsible for the cost of returning the product unless otherwise required by law or the item is faulty, damaged or incorrect.
We recommend using a tracked delivery service when returning an item, as KAY Wellness cannot be responsible for items lost or damaged while being returned to us.
4. Refunds
Once your returned product has been received and inspected, we will let you know whether your refund has been approved.
Approved refunds will be made to the original payment method used for the purchase.
Where applicable, refunds will be processed within 14 days in accordance with applicable UK consumer law.
Original standard delivery charges may be refundable where required by law. Any additional cost paid for an upgraded delivery service may not be refundable.
5. International Returns
Customers outside the UK may be responsible for return shipping costs for change-of-mind returns, unless the product is faulty, damaged or incorrect.
Any customs duties, import taxes or other charges paid in connection with an international order are generally non-refundable unless otherwise required by applicable law.
International customers should contact us before returning an item so we can provide the appropriate return instructions.
6. Cancellations
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at:
We will do our best to accommodate your request, but orders that have already been processed or dispatched may need to be handled under our returns process.
7. Your Legal Rights
Nothing in this Returns & Refund Policy affects your statutory consumer rights.
If a product is faulty, not as described, or does not meet the requirements of applicable consumer law, you may have additional rights and remedies.
If you have any questions about a return, refund or cancellation, please contact us at:
KAY Wellness
It's oKAY to flow. 💜