Return & Refund Policy

We have a 30-day return policy, which means you have 30 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, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@kendallcarter.com.

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.

You can always contact us for any return question at support@kendallcarter.com.

Return Address

All approved returns must be sent to our international returns warehouse in Asia.

Warehouse Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District, 315100 Ningbo, Zhejiang, China

Before returning an item, please contact us at support@kendallcarter.com for return instructions.

Return Shipping Costs

For returns due to change of mind, personal preference, incorrect sizing, or accidental ordering, return shipping costs are the responsibility of the customer.

As returns are processed internationally, shipping costs may vary depending on the carrier, package weight, and destination.

We strongly recommend using a tracked shipping service and retaining proof of postage. Returns without tracking are shipped at the customer's risk, subject to applicable consumer protection laws.

For defective, damaged, incorrect, or significantly misdescribed items, Kendall Carter will cover reasonable return shipping costs or provide an appropriate resolution in accordance with applicable consumer protection laws.

Damages and issues

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.

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.

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.

Cancellations

If you wish to cancel your order, please contact us within 24 hours of placing it at support@kendallcarter.com. If your order has not yet been processed or shipped, we will do our best to cancel it and issue a full refund. If your order has already been dispatched, we are unable to cancel it at that stage — please refer to our 30-day return policy above, or exercise your 14-day statutory cancellation right under the UK Consumer Contracts Regulations 2013 once you have received your item.

UK Consumer Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason and without providing a justification. To exercise this right, you must notify us within this 14-day cancellation period by contacting us at support@kendallcarter.com; you then have a further 14 days to return the item to us.

You may inspect and try on the item as you would in a physical store. If the item has been handled beyond what is necessary to establish its nature, characteristics, and functioning, a deduction may be made for any resulting loss in value, in accordance with applicable law.

Under the Consumer Rights Act 2015, all items sold must be of satisfactory quality, fit for purpose, and as described. If your item does not meet these standards, you are entitled to a repair, replacement, or refund as applicable. For qualifying faults reported within 30 days of delivery, you are entitled to a full refund. For faults reported between 30 days and 6 months, we will offer a repair or replacement first; if unsuccessful, a full refund will be provided in accordance with applicable law.

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 7 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For statutory cancellations, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.

If more than 15 business days have passed since we've approved your return, please contact us at support@kendallcarter.com.

Contact Information

Store name: Kendall Carter

Business Name: Dual Vision Enterprise

Company Address: Dorpsstraat 25B, 4152 EM, Rhenoy, Gelderland, The Netherlands

Company Number: 95044892

Phone: +44 7882 513107

Email: support@kendallcarter.com

Contact form: Contact

Monday to Friday: 09:00–18:00 (London time)

Saturday to Sunday: 10:00–16:00 (London time)

We aim to respond to your inquiries within 24 hours.