Returns & Complaints

Customer satisfaction is always our top priority. We handle each request individually to the best of our ability. While we hope you are delighted with your order, if you are not completely satisfied with your items, we will gladly discuss options to ensure your satisfaction, including refunds.

Please read this page carefully so you can submit your request quickly and correctly.

Returning Items

• All items must be returned in their original packaging. Please ensure the KLIMCHI box is properly protected during return.

• You have 14 days from receipt of your order to request a return. Returns after this period may be accepted at our discretion.

• Items must be unused, undamaged, and in perfect condition, with all KLIMCHI tags attached.

• Returns that are damaged, soiled, or missing original labels may be rejected or returned to the customer.

Important:

• Before leaving our warehouse, all parcels are checked by our packing team.

• If your parcel is damaged upon delivery, notify the courier immediately. Otherwise, it may be difficult to prove damage during transport.

• For damaged items, contact us immediately with photos of the items and packaging (transportation and product box). Do not dispose of packaging until instructed.

If your item is faulty (manufacturing defect), we can offer alternatives such as an exchange. Contact our Customer Care team for more information.

Submitting a Return or Complaint

To submit a return or complaint, please fill out our Return & Complaint Form. Once we receive it, we will contact you with the next steps.

Returns from Non-EU Countries

• If you live outside the EU, an invoice will be sent to you by email. Please print it and include it with your returned items.

• Indicate clearly which items are being returned.

• Refunds will be credited only to the original payment method, minus any taxes, import duties, or original shipping charges.

• Refunds will be issued in the currency used at purchase, at the exchange rate on the purchase date.

Note: For DDP shipments, duty and/or tax are refunded only if the order was shipped to the EU.

EU Cancellation Rights

If you are in the EU, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• You may cancel within 14 days of receiving your items.

• To cancel before dispatch, please email customercare@klimchi.com.

• If you cancel, all payments received, including delivery costs, will be refunded within 14 days. Additional delivery costs may apply if a more expensive delivery option was chosen.

• To cancel after dispatch, notify us within 14 days of receipt. Once we receive your notice, you have 14 days to return the items. The cost of returning the items is borne by the customer.

• Deductions may apply for loss of value caused by unnecessary handling.

Refunds

At KLIMCHI, we want you to be completely satisfied with your purchase.

• For online orders within the EU, items can be returned within 14 days for a full refund.

• For orders outside the EU, this right is extended.

• Original shipping fees are non-refundable. Only unused and undamaged items will be accepted. Refunds are issued to the original payment method.

We understand plans may change. If a return is submitted between day 15 and day 30, and items are in perfect condition, you may be offered a store credit instead of a cash refund.

Store credit:

• Valid for 12 months from the date of issue

• Automatically appears in your customer account

• Offered as a payment option at checkout

• Not redeemable for cash

Return Shipping Fees

We understand returning a package can be time-consuming. We offer a return pick-up service with fees deducted from your refund:

• United Kingdom: £25

• EU countries: €20

• Rest of the world: no service offered

Contact Us

If you have any questions or need help with your return, please contact our Customer Care team at customercare@klimchi.com.