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.

Right of Withdrawal (EU Customers)

If you are a customer based in the European Union, you have the right to withdraw from this contract and return your purchase within 14 days without giving any reason.

• The Withdrawal Period: The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last item of your order.

• How to Exercise This Right: To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement. You can do so by contacting us at customercare@klimchi.com or by completing and submitting our online Return & Complaint Form available on our website.

• Refund Timing: We will issue the refund without undue delay and not later than 14 days from the day on which we receive the returned goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest. We will use the same means of payment as you used for the initial transaction.

• Exceptions to the Right of Withdrawal: Please note that the right of withdrawal does not apply to custom-made, made-to-order, or clearly personalized items (e.g., bespoke glassware created to your specific specifications), nor to goods that are perishable or sealed for health protection or hygiene reasons if unsealed after delivery.

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 an optional return pick-up service with fees deducted from your refund. If you choose to use our service, the following fees apply:

• United Kingdom: £25

• EU countries: €20

• Rest of the world: no service offered

Alternatively, you may choose to return the goods using a carrier of your choice at your own expense.

Contact Us

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