Return & refund policy

At Kickilo, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.

1. Returns Window

We accept returns within 30 days of the delivery date for both defective and non-defective products.

To be eligible for a return, your item must be:

New, unused, and in unassembled condition.
In the same condition that you received it.
In its original packaging with all included hardware, manuals, and protective materials attached.

2. Statutory Cancellation Rights (UK Consumers)

For online consumer purchases in the UK, you have a statutory right to cancel your order within 14 days of receiving the goods without giving a reason. In addition to your statutory rights, Kickilo extends this voluntary return window to 30 days to ensure full satisfaction with your purchase.

3. Non-Returnable Items

Certain items are non-returnable due to custom specifications or usage condition, including:

Custom-made or personalized items.
Products showing clear signs of assembly, alteration, outdoor use, or damage not caused during transit.
Gift cards.

4. How to Initiate a Return

To start a return, please contact our support team within 30 days of receiving your order:

Email: [email protected]
Phone: +44 7828 785030

Please provide your Order Number and the reason for your return. If your item arrived damaged or incorrect, please attach clear photographs of the issue.

Once your return is approved, we will send you detailed return instructions and the authorized return shipping address by email.

5. Return Shipping Costs & Fees

Damaged, Defective, or Incorrect Items: Return shipping will be provided free of charge (paid by Kickilo).
Change of Mind / Model Exchange: Customer is responsible for return shipping costs.
Restocking Fees: We charge £0.00 restocking fees.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 5 – 7 business days and applied automatically to your original payment method.

7. Late or Missing Refunds

If you haven’t received your refund after 7 business days from approval:

Check your bank account balance again.
Contact your credit card company or payment provider, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at [email protected].

8. Exchanges

We accept exchanges for defective, damaged, or incorrect items sent. Please contact us at [email protected] to initiate an exchange process.

9. Contact Us

If you have any questions about our Refund & Returns Policy, please reach out to us:

Trading Name: Kickilo
Legal Entity: MIDSET LTD (Company No. 17407016)
Registered Address: Unit A 82 James Carter Road, Mildenhall, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom
Email: [email protected]
Phone: +44 7828 785030
Support Hours: Monday – Friday: 9:00 AM – 5:00 PM (GMT)