We make products that make you want to Invest in Adventure, and if they don't we want to know about it. Whether the product is no longer required, is faulty or has developed damage, we're here to help. So, we've broken down our Return and Cancellation Policy to ensure it is as user-friendly as possible.

Order Cancellation

If you choose to cancel an order that you have not yet received, please call our Sales Line on 0800 644 4401.

To speed up the cancellation process please have your order number readily available when calling. We will immediately cancel your order and start the refund process. Refunds will be credited to the original payment method that you used and will take up to 7 working days to show in your account.

Please note that this can only be done prior to despatch. Due to how quickly we process orders from initial ordering to dispatch, it may not always be possible to cancel an order. You will be notified by email when your order has been despatched.

Return an Unwanted Item

Cancelling an order that has been received can be done by calling the Sales Line on 0800 644 4401 or contacting us via email on info@khyam.co.uk. Otherwise you can log into your account and request a return. A Return Form will be sent to you to fill out. We will require this back prior to arranging a collection.

The legal right to cancel begins when you receive an email from our courier notifying you of dispatch and ends 90 days after you have received the products. We are unable to accept unwanted/no longer required returns after the 90 day period.

When you cancel you must provide your name, address and order number or copy of the confirmation email. So long as you have given us notice of the cancellation within the 90-day period then your cancellation is effective of the date of notice. 

For unwanted items, we will refund you the total price paid for the Products if you are returning them within the first 30 days (UK Mainland only). Between 31-90 days, you will be responsible for any return costs.

Should you want to return your items for an exchange, you must cover the collection fee of the original items. Please note it is not always possible for us to exchange items which were on special offer or promotion when you originally purchased as this is allocated stock separate to the main stock.

If you would like us to arrange a collection of your unwanted items we will charge a collection fee based on the relevant courier carriage at that time. Should you want to return the items using your own arrangements please return to the below address with a note containing your name, order number or receipt and contact details. You will need to cover the cost of returning your unwanted items fully as this will not be refunded.

All products must be unused and in the original packaging in order to be accepted as a return for a refund. If the Products are used and/or not in the original packaging, then you must return the Product for an exchange or upgrade. Where items have been returned, not in the original packaging and the items have suffered transit damage due to inadequate packaging, we reserve the right to charge for repair/replacement of the damaged items.

Refunds will be credited to the original payment method that you used and will take up to 7 working days to show in your account.

 

Returns address:
Khyam
Unit 2c Chartwell Point
Wigston
Leicestershire
LE18 2FT

Faulty or Incorrect Items

Cancelling an order that has been received can be done by calling the Sales Line on 0800 644 4401 or contacting us via email on info@khyam.co.uk. Otherwise you can log into your account and request a return. A Return Form will be sent to you to fill out. We will require this back prior to arranging a collection.

The legal right to cancel begins when you receive an email from our courier notifying you of dispatch and ends 30 days after you have received the products. Due to this we urge you to open up and take a look at your purchase as soon as is conveniently possible to ensure any issues can be rectified quickly.

When you cancel you must provide your name, address and order number or copy of the confirmation email. So long as you have given us notice of the cancellation within the 90-day period then your cancellation is effective of the date of notice. 

For faulty items that you want to return for a replacement, we will cover the collection fee of the original items and re-delivery of the new items. Please note it is not always possible for us to exchange items which were on special offer or promotion when you originally purchased as this is allocated stock separate to the main stock.
Should you want a refund for the return, we will refund you the total price paid for the Products, as well as the delivery charge that you paid when placing the order.
Please note we may ask to receive images of the faults before we arrange a collection.

For items that have been incorrectly sent, we will cover the collection fee of the original items and re-delivery of the new items.
Should you want a refund instead, incorrect products must be unused and in the original packaging in order to be accepted as a return for a refund.

The return of the item will be arranged by ourselves with use of one of our couriers. So, we ask that you are able to provide us with collection details at your earliest convenience.

Refunds will be credited to the original payment method that you used and will take up to 7 working days to show in your account.

Warranty Replacement or Repair

Informing us of an order that needs to be replaced or repaired under warranty can be done by calling the Sales Line on 0800 644 4401 or contacting us via email on info@khyam.co.uk. 

Your standard warranty is 12 months from the date that you received your products.

When you contact us you must provide your name, address and order number or copy of the confirmation email. 

We will endeavour to repair the item under warranty where we can, but will provide a replacement if this is the best option. Please note that repairs can take a couple of weeks to complete, so if you have any trips in the short-term please notify us when you first contact us so we can be sure you will have your items back in time.

We will arrange a collection of the items and will also cover the cost of the re-delivery once repaired or replaced. 

Consumer Contracts Regulations 2014

Following the Consumer Contracts Regulations 2014, you have a legal right to cancel an order within 7 working days from the day after receipt of the items, so long as the items are unused. With us, you have a right of 90 days of receipt of the items to cancel. In this, you have 90 days to change your mind or decide for whatever reason that you no longer want to receive or keep the items, entitling you to receive a refund. Another option is to request an exchange within the same 90 days.

However, you do not have the right to cancel the purchase of the below items as these are only to be returned if they are faulty or are not as described:
  > Gas cylinders and cartridges
  > Perishable products

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