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Refunds & Returns

Returns & Refunds

Last updated: 31/01/2026

We want you to love your purchase. If something isn’t quite right, this policy explains how returns and refunds work for orders placed with KERU, in line with UK consumer law.

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1. Return Window

You have 14 days from the date you receive your order to request a return.

To be eligible, items must be:

  • Unused and unworn

  • In their original condition

  • Returned in original packaging

We reserve the right to refuse returns that do not meet these conditions.

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2. Non-Returnable Items

For hygiene and fairness reasons, the following items cannot be returned:

  • Sale items

  • Final sale items

  • Discounted items

  • Underwear

  • Earrings

  • Any jewellery designed to be inserted into the skin

This does not affect your statutory rights in the event of a faulty item.

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3. How to Make a Return

To start a return, please complete our Returns Form or contact us via the details on our Contact Us page. Once your return is approved, you’ll receive instructions on how to send your item back.

We offer free returns, including for international orders.

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4. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds are processed within 5–7 working days after inspection.

Refunds can be issued as:

  • A refund to the original payment method, or

  • Store credit, where selected or agreed

Please note that once a refund has been processed by us, the time it takes to appear in your account depends on your bank or payment provider, which is outside of our control.

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5. Klarna & Apple Pay

If you paid using Klarna or Apple Pay:

  • Refunds must be processed back through the original payment provider

  • Klarna will be notified once your return has been processed

  • Any Klarna payment schedules will be updated according to Klarna’s own terms

We are unable to redirect Klarna or Apple Pay refunds to alternative payment methods.

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6. Faulty or Incorrect Items

If you receive an item that is faulty or incorrect, please contact us as soon as possible.

In these cases, we will:

  • Cover return shipping costs

  • Offer a replacement or a full refund, depending on availability and your preference

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7. International Returns

We accept international returns.

For international orders:

  • Return shipping is free

  • Any required customs forms or documentation will be handled by us

  • No taxes or duties are charged on returns

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8. Contact Us

If you have any questions about returns or refunds, please get in touch via our Contact Us page and we’ll be happy to help.

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