Returns & Exchanges

RETURNS & EXCHANGES

We're sorry if you didn't love your products from Katie Barnes Tool Range.

Products are not supplied on a sale or return basis. If you’re unhappy with your purchase for any reason, our returns policy will apply.

For full information on our refund policy, please read below:

To request a return please email: info@katiebarnesacademy.com

You will need your email and order number to process this request.

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. 

Please note we only offer refunds if product packaging is unopened, the product is unused, in its original packaging, and is in a perfect resaleable condition and the refund request is made within 14 days of order. This is for hygiene reasons.

EXCLUSIONS

Certain products cannot be returned. These include:

  • Products which have a security seal that have been opened or unsealed
  • Products that, for hygiene purposes, cannot be returned. These include, but are not limited to, cosmetics, scissors and blades and manicure/pedicure tools.
  • Made-to-measure or custom-made special order products,

Please note that for kits, individual items cannot be returned or exchanged separately.

If you have requested a refund on an order which includes a promotional discount, you will be refunded the amount that has been paid.

INCORRECT ITEMS

If you have received a different item from the one you ordered - we're sorry! We will get the right product to you - just email us with the order details and we will sort the rest!

RETURNING YOUR ORDER

If you are returning your item because you have changed your mind, or the item is unsuitable, you will be required to return the product at your own cost to us. You are responsible for ensuring that the product arrives safely to us, so we strongly recommend that you return the product by recorded post. We will not be responsible for any loss or damage to products whilst being returned to us. We can arrange collection from you but the costs will be deducted from any refund due.

Delivery charges paid by you are non-refundable. Products that are given free, as part of an offer, cannot be exchanged or refunded unless the full transaction is returned.

Any items that are not returned as new as per the above guidelines we won't be able to refund your product.

FAULTY ITEMS

If an item is delivered to you that is not fit for purpose it is considered as faulty goods. Natural wear & tear through use is not considered as a faulty good.  We cannot replace items damaged, albeit it accidently by the customer. Care cards and instruction manuals must be adhered to at all times. 

If your item is faulty or damaged in transit when it is delivered to you, you can return it for a refund within 14 days from the date you received the product.  This fault must be reported within 48 hours of receipt of the item.  It is the customers responsibility to check their order within this timeframe. We will not be able to provide any manufacturer guarantees or replacements after this timeframe.  As a fault usually just affects one part of an item, in the first instance a replacement part will be sent and a refund will not be issued. Where products are proven to be faulty, we reserve the right to repair or replace the product, or to provide you with a refund, at our absolute discretion.

SALE ITEMS 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, refunds will be paid into the account that was used on the original order.  Please remember it can take some time for your bank or credit card company to process and post the refund too. Card refunds can take between 5 - 10 days to show into your account.

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.  
Please note that there are exclusions to items that can be exchanged:

  • Products which have a security seal that have been opened or unsealed
  • Products that, for hygiene purposes, cannot be returned. These include, but are not limited to, cosmetics, scissors and blades and manicure/pedicure tools.
  • Made-to-measure or custom-made special order products
  • Individual items from a kit

RETURN SHIPPING  

You will be responsible for paying for your own shipping costs for returning your item.  Original shipping costs are non-refundable.

We can arrange for a courier returns label to be sent to you - the cost of this is £4.60 plus vat for small parcels and £11.99 + VAT for larger items such as KB Glow.

For international parcels, please contact us for a quote.

If the item is deemed to be faulty by us, we will refund all postage costs to you.

If your order is returned to sender (because of incorrect address supplied or not being picked up by the customer) via your destination postal office, whether international or in the UK, the goods only value will be refunded and not the shipping costs.

HOW TO RETURN AN ITEM

  1. Ensure that you meet the conditions above and have checked the item condition.
  2. Contact us to request authorisation to return your products to us.
  3. We will email you within 2 business days to give you guidance on the next steps.

If you have any questions, please email us.

Contact us

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