Refund policy
Thanks for shopping at Kendal Mint Co. If you are not entirely satisfied with your purchase, we’re here to help!
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and:
- Your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging.
- Your item needs to have the receipt or proof of purchase.
- You must have contacted our team and confirmed the return.
*This is subject to change in the case of short shelf-life products and made-to-order items* Under normal circumstances, perishable food items cannot be returned but we make an exception for our full-dated products. You can read the full consumer rights article here.
To start a return, you can contact us here. Please note that returns will need to be sent to the following Return Address: (Please mark as "RETURN" on label) Kendal Mint Co, F Brown Warehouse, Cardewlees, Carlisle, CA5 6LF, United Kingdom
If your return is accepted: We’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question by contacting us here on the live chat window. If you do not get a response instantly we have received your request and will get back to you as soon as possible.
Damages & Incorrect Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If your items have arrived damaged, please take a photo and make us aware as soon as possible by contacting us here with your order reference, email, name and photos of any damage to help us address any issues as quickly as possible.
*Photos must clearly show how you received your order. Including: The package it arrived in showing any damage, the products inside and the number of items.
Please note it is widely accepted that Kendal Mint Cake is a historically fragile food product so breakages do happen. A little extra care when packing Kendal Mint Cake into bags and pockets can easily avoid this.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
To start an exchange, you can contact us here. Please note that returns will need to be sent to the following Return Address: (Please mark as "RETURN" on label) Kendal Mint Co, F Brown Warehouse, Cardewlees, Carlisle, CA5 6LF, United Kingdom
If your exchange is accepted: We’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note, shipping costs and restocking fees may apply. See section "Shipping Costs" for more information.
Missing Items
If there's an item missing from your order. Before contacting us, we recommend checking the following:
- We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
- The item(s) you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
- If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined or split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Shipping Costs
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.
You can find more information about shipping here.
For returns and exchanges, not damaged or missing, shipping costs and restocking fees (5%) will apply.
Free & Prepaid Returns
If you have been provided with a Free or Prepaid Return label from Royal Mail.
- You can book a collection from your home address hassle free and at no extra cost using the below link.
https://send.royalmail.com/collect/youritems
Input the tracking code included on the label, Fill in your details and select the best date and time-frame for you.
- Apply the label to your package and return it to a Royal Mail Centre
(not Post Office).
Poof Of Non-Delivery - Royal Mail
From 2 January 2024, proof of non-delivery from customers may be required to support a claim for loss compensation.
Customers must complete a Declaration of non-delivery before contacting us and before any claims for loss can be made.
The declaration of non-delivery can be found below. Please use sales@kendalmint.co.uk for the "sender email address".
https://www.royalmail.com/receiving/declaration-of-non-receipt
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 10 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 here.
Delayed deliveries (UK): Any applicable refunds will be issued after 10 working days have passed, at which point the parcel is considered as lost by our couriers.
Refunds for VIP / Subscribe & Save Products - If you're no longer happy with your subscription, you can cancel and request a refund. The amount refunded will be the total of your discounted subscription order, minus the difference between it and the amount of a full price item. Otherwise, your subscription will not auto-renew beyond 3 months/ weeks and there will end automatically.
Address Information
Please note, we cannot accept responsibility for orders addressed incorrectly. Please check the correct address is being used before proceeding. Postage for incorrectly addressed items will be non-refundable and may incur additional charges for reposting.
Return Address:
Kendal Mint Co
F Brown Warehouse
Cardewlees
Carlisle
CA5 6LF
United Kingdom
Contact Us
If you have any questions on how to return your item to us, you can use the live chat button at the bottom right of the screen or contact us here.