Refund policy

Last updated: 7 October 2026

At Ken & Glen we want you to be completely happy with your order. If something isn't right, you can return it within 30 days. This policy explains how returns and refunds work. It does not affect your statutory rights under UK consumer law.

30-day returns

You have 30 days from the day you (or someone you nominate) receive your order to request a return. This includes your statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason.

To be eligible for a full refund, items should be returned unworn, unwashed and unused, with the original tags attached and in their original packaging. You may try items on as you would in a shop. If an item is returned handled more than necessary to establish its nature, characteristics and fit, or is damaged, we may reduce the refund to reflect any loss in value, as permitted by UK law.

How to start a return

Email us at info@kenandglen.com within 30 days of receiving your order, including your order number and the item(s) you would like to return.
Once your return is approved, we will email you the return address and clear instructions on how to send your package.
Send the item(s) back within 14 days of informing us that you want to return them.

Please do not send items to our business address and do not send items back without contacting us first, as we may then be unable to process your return.

Return shipping costs

If you return an item because you changed your mind, the cost of sending it back is your responsibility. We recommend using a tracked service and keeping your proof of postage, as we cannot be held responsible for returns that do not reach us.

If an item is faulty, damaged on arrival or not what you ordered, we will cover the cost of the return.

Refunds

We will email you once we have received and inspected your return. Approved refunds are issued to your original payment method in pounds sterling (GBP) within 14 days of the day we receive the item(s) back, or within 14 days of the day you provide proof that you have sent them back, whichever is earlier. Your bank or card provider may need a few extra days to process the refund.

As all UK orders are delivered free of charge, there are no outbound delivery costs to deduct or refund.

If more than 15 business days have passed since we received your approved return and you have not received your refund, please contact us at info@kenandglen.com.

Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please return your item following the steps above and place a new order for the item you want.

Cancelling an order before it ships

You can cancel or change your order free of charge as long as it has not yet been shipped. Email us with your order number as soon as possible. If your order has already shipped, you can still return it under this policy.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, the goods you buy from us must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged on arrival or not what you ordered, please contact us with your order number and photos of the issue. Depending on the issue and when you report it, we will offer a refund, repair or replacement in line with your statutory rights. This includes your right to a full refund if you reject faulty goods within 30 days of delivery.