Refund policy
🇬🇧 KERAM UK — Return & Refund Policy
Last updated: June 2026
We want you to be delighted with your KERAM purchase. This policy sits alongside your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Your 14-Day Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without giving a reason. After notifying us of cancellation, you then have a further 14 days to return the goods. Once we receive the returned item (or proof of return), we will refund you within 14 days.
How to Start a Return or Cancellation
Email info@keramstore.com with your order number. We'll confirm the return address and instructions. To exercise your cancellation right, simply make your decision to cancel clear within the 14-day window.
Return Shipping Costs
- For change-of-mind returns / cancellations, the customer is responsible for the cost of return shipping.
- For faulty, damaged, or incorrect items, KERAM covers all return shipping costs and will provide a prepaid label.
Refunds
Refunds are made to your original payment method. For cancellations, we refund the full price of the goods plus standard outbound delivery (we are only required to refund the least expensive delivery option you were offered). Refunds are processed within 14 days of receiving the returned goods or proof of return.
Faulty or Defective Goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item is faulty, you are entitled to a repair, replacement, or refund. Contact info@keramstore.com within 14 days of delivery with photos, and we'll resolve it at no cost to you.
Condition of Returns
To receive a full refund, items should be returned unused and in their original condition and packaging. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods.
Orders Fulfilled via Amazon
KERAM products bought through Amazon.co.uk are covered by Amazon's return policy and should be returned via your Amazon account.
Contact
KERAM UK Customer Care — info@keramstore.com