Statutory Cancellation Rights

’We’ or ’us’ or "Krakowsky" or "" or "Kinly Management Ltd." means Kinly Management Ltd.


What is my statutory cancellation right as a consumer?

In most circumstances, Krakowsky’s return policy provides consumers with the most favourable return privileges available.  Under the UK's Consumer Protection Regulations of 2013 (as amended) (the "Regulations") , however, you have an additional, statutory right to cancel orders for goods and services made through the website. This right ("statutory cancellation right") applies only where you make your purchase as a Consumer. You can only use this right within a period of 14 days. The period of 14 days begins on the day after the day on which you receive the goods relating to your order or (in the case of services) the day after the day on which the contract is concluded.

Are there any exceptions to the statutory cancellation right?

The statutory cancellation right also does not apply to certain types of goods, namely:

  • goods that have been personalised or otherwise made to your specifications;
  • goods such as flowers, food, plants or other goods which by their nature are liable to deteriorate or expire rapidly or cannot be returned (such as pierced jewellery), underwear or swimming costumes where the hygiene strips or seals have been removed);
  • audio or video recordings or computer software that has been unsealed;
  • newspapers, periodicals or magazines; or
  • goods where the price is dependent on fluctuations in the financial market (such as vintage wines).

The statutory cancellation right does not apply to certain kinds of services, or to any kind of service that has been fully performed where (by your express request) performance has begun before the end of the cancellation period.

What are my obligations?

Krakowsky requires customers using the statutory cancellation right to return the goods to Krakowsky in the event of cancellation. Krakowsky also requires customers using the statutory cancellation right to pay the cost of returning them, or the cost incurred by Krakowsky in recovering them.

How do I exercise my statutory cancellation right?

If you wish to exercise your statutory cancellation right please contact our Customer Service at 0203 286 5538 or by email, fax or hand/postal delivery to the address here; Customer Service Manager, Krakowsky Ltd, 104 Dogfield Street, CF24 4QN, Cardiff, United Kingdom.

Damaged parcel and / or products

Customers are required to take photos and provide evidence if the box and products they received have been damaged. Only base on such evidence Krakowsky will be able to investigate accoutred situation and do refund.

What must I do with the goods?

Customers using the statutory cancellation right are required to return the goods to us (in their original packaging, wherever possible) as soon as possible and in any event within 14 days after the day you informed us that you wish to cancel their order, and in the manner we direct. For items that, due to their nature cannot be returned by post, you should contact us for information about the cost of return shipping.

Krakowsky will instruct you how to make the returns to us. We may ask you to send the item to us using labels that we will provide. Alternatively, we may arrange for our carrier to collect them from you within five days following your notifying us of your wish to return the goods. You may request a later collection date, and we will accommodate you if circumstances permit.

When should I expect my refund?

If you exercise your statutory cancellation right we will reimburse you within 14 days following the day on which we receive the goods from you. Refunds will be made in the same way as your original payment.

Please note that this is not a full statement of your statutory cancellation right. For further information, please consult