Refund policy

REFUND - UNWANTED ITEMS

We have a 28-day return policy, which means you have 14 days after receiving your item to request a return and another 14 days to return the goods after you've told us.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@karana.co.uk

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You will need to cover the cost of return postage.

You can always contact us for any return question at info@karana.co.uk

 

EXCHANGES

We're happy to exchange items for a different design of the same price. Please contact us to info@karana.co.uk within 14 days of item purchased.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Once the return is accepted, make a separate purchase for the new item.

You will need to cover the cost of return postage.

 

FAULTY OR DAMAGED

We're really sorry if you've received an item that's either faulty or damaged. 

Please inspect your order upon reception and contact us immediately to info@karana.co.uk if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will cover the return postage costs on faulty items only where agreed in advance and confirmed upon inspection. Without advance agreement we cannot reimburse you so please don't post your item back until you've heard from us.

Please note that shedding fibres and pilling should be expected with our wool products and texture will change over time with handling and washing. We do not accept this as faults. See our Care and Instructions guide for more details on routine maintenance of wool products.

 

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@karana.co.uk