Refund policy
Returns & refunds — Keigen Art
Changing your mind (UK and EU customers). You may cancel your order for any reason within 14 days of the day you, or someone you nominate, receive it. Tell us by email at hello@keigen.co.uk within that period (you may use the form below, but you don't have to), then return the item to us within 14 days of telling us.
Return the item unused, in its original packaging, with the care card. You bear the cost and risk of the return journey — please use tracked, insured post. For framed prints we can arrange a courier collection and deduct the cost from your refund; ask us for a quote.
We refund the price paid and our standard outbound delivery charge within 14 days of receiving the item back (or your proof of posting), to the original payment method. We may reduce the refund if the item has been handled beyond what is needed to inspect it — a scarf that has been worn, a print taken out of its frame.
Import VAT or duties paid to your own country on EU orders are not refundable by us; your customs authority may refund them on request.
Gifts. Orders placed from 1 November may be returned until 31 January.
Damaged, faulty or not as described. If your order arrives damaged, email us photographs of the item and the packaging, ideally within 48 hours — it helps our claim with the carrier and does not affect your rights. We will replace or refund, including your return costs, under the Consumer Rights Act 2015.
Exceptions. Items made to your specification cannot be cancelled once production has begun, unless faulty: custom sizes or framing agreed by email, and scarves embroidered with a name, initials or a message. Standard sizes and un-embroidered scarves are not personalised and can be returned as above.
Model cancellation form. To: Keigen Technologies (UK) Limited, 70 London Road, Twickenham TW1 3QS · hello@keigen.co.uk. I give notice that I cancel my contract for the following goods: ___ · Ordered on ___ / received on ___ · Name ___ · Address ___ · Date ___ · Signature (paper only) ___.