Last updated: 01/05/2026
We want you to shop with confidence at Kango Pouches. This policy explains how cancellations, returns, replacements, and refunds work.
Your right to cancel
Where your purchase qualifies under UK distance-selling rules, you may have the right to cancel your order within 14 days of receiving your goods without giving a reason.
If you cancel within this period, you must return the goods to us within 14 days of telling us you wish to cancel.
Refunds will be made to the original payment method once returned goods are received or satisfactory proof of return is provided, subject to the conditions below.
Condition of returned items
Returned items must be unopened, unused, and in their original condition, unless they are faulty, damaged, or sent in error.
Items we cannot accept back
For hygiene and safety reasons, we cannot accept returns of opened or used products unless they are faulty, damaged, or incorrect.
Incorrect, faulty, or damaged items
If you receive an incorrect item, or if your order arrives faulty or damaged, please contact us at [insert email address] as soon as possible and ideally within 7 days of delivery.
Where a product is confirmed as incorrect, faulty, or damaged, we will offer an appropriate remedy such as a replacement, refund, or other suitable resolution.
Change of mind returns
If you are returning an eligible item because you changed your mind, you are responsible for return postage unless we state otherwise.
Non-delivery or missing parcels
If your order has not arrived within the expected timeframe, please contact us and we will investigate with the delivery provider.
How to start a return
Please contact us before sending any item back so we can confirm the return steps and the correct return address.
Refund timing
Once a return is received and checked, approved refunds will be processed as soon as reasonably possible back to the original payment method.
Contact
For returns or refund questions, please contact: [email protected]