Overview

We stand behind the quality of our products and are committed to ensuring your complete satisfaction with every purchase. This Refund Policy sets out our terms for returns, refunds and exchanges on orders placed through our website.

Refund eligibility

2.1 General conditions

Products are eligible for a refund where all of the following apply:

• The request is made within 30 days of the original purchase date.
• The product is unused and in its original, unopened packaging.
• All original accessories, documentation and packaging are included.
• The product shows no signs of wear, damage or use.
• The product was purchased directly from our website.

2.2 Non-refundable items

• Products that have been opened, used, or show signs of wear.
• Clearance, sale or discounted items (as marked on the product listing).
• Custom or made-to-order products.
• Products damaged through mishandling or negligence.
• Items purchased more than 30 days ago.

How to request a refund

1. Contact us. Email ceo@klingbookie.store with your order number and the reason for return.
2. Return authorisation. Wait for our reply with a return shipping label and instructions.
3. Ship the product. Pack the item securely in its original packaging and send it to the address provided.
4. Inspection. Once received and inspected, we will process your refund.
5. Refund processing. Your refund is issued to the original payment method within 5–7 business days.

Refund timeline

• Request submission: up to 1 business day to receive return authorisation.
• Shipping: typically 3–7 days for the package to reach us.
• Inspection & processing: 3–5 business days to inspect and verify the return.
• Refund issuance: 5–7 business days for the refund to appear in your account.

Total timeline: expect the process to take 14–21 days from the date of your initial request.

Shipping costs

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. In those cases we provide a prepaid return shipping label. We recommend using a tracked shipping service for your protection.

Defective products

If you receive a defective product within 30 days of purchase, we will provide a full refund including return shipping, or send a replacement at no additional cost. Please include photos of the defect and a brief description.

Lost or damaged in transit

• Contact us within 48 hours of delivery with photographic evidence.
• Do not discard the damaged packaging — it helps with carrier claims.
• We will investigate and provide a replacement or full refund.

Store credit alternative

Instead of a refund to your original payment method, you may choose store credit worth 110% of the refunded amount, valid for one year from the date of issuance.

Exceptions

We reserve the right to refuse refunds in cases of abuse of the refund policy, fraudulent claims, or items that have been resold or used commercially.

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Overview

We ship throughout the United Kingdom. This policy explains our processing times, delivery options, costs and what happens if something goes wrong in transit.

Order processing

Orders are processed within 1–2 business days of payment confirmation. Orders placed on weekends or public holidays are processed on the next business day. You will receive a confirmation email once your order has been dispatched.

Delivery options & times

• Standard delivery: 3–5 business days after dispatch.
• Tracked delivery: 2–3 business days after dispatch, with tracking.
• Express delivery: next business day on orders placed before 14:00.

Delivery times are estimates and begin from the dispatch date, not the order date.

Shipping costs

• Standard delivery: flat rate of £4.99.
• Free standard delivery on orders over £50.00.
• Tracked and express rates are shown at checkout before payment.

Fragile glassware (lily pipes, diffusers) is packed with extra protection at no additional charge.

Order tracking

Once your order is dispatched we email a tracking number where a tracked service has been selected. Please allow up to 24 hours for tracking information to update with the carrier.

Delays

Occasionally deliveries are delayed by carrier backlogs, weather or events outside our control. We are not liable for delays caused by the carrier, but we will always help you track and resolve a late parcel.

Incorrect or incomplete addresses

Please check your delivery address carefully at checkout. We are not responsible for parcels delivered to an address entered incorrectly. If a parcel is returned to us due to an incorrect address, we will contact you to arrange redelivery; additional postage may apply.

Lost or damaged in transit

• Contact us within 48 hours of delivery with photographic evidence of any damage.
• Keep all original packaging — it is required for carrier claims.
• We will investigate and provide a replacement or full refund.

For full details on returns and refunds, see our Refund Policy.

International orders

We currently ship within the United Kingdom only. International shipping options may be added in future.

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