Returns & Exchanges

Refund Policy 

At Kynd Medical (‘Kynd’), we always strive for your complete satisfaction when you make a purchase with us. However, we understand that change happens, even to the best of us. So, if you happen to change your mind about an item (we won’t hold it against you), we’re more than happy to accept returns or exchanges, as long as the items are in their original condition, unopened and unused, within 14 days from the date of delivery. 

Each item will be reviewed individually upon return, so please make sure to include a copy of your purchase receipt. To initiate a return, simply reach out to us at orders@kyndmedical.com. Once your return request has been accepted, we’ll swiftly send you a return shipping label. Oh, and please remember, we can only accept returns that have been requested in advance. Surprise returns might leave us scratching our heads. 

Returning your items is as easy as pie! Once you’ve contacted us and your return request has been approved, you’ll receive a return shipping label. Look out for the “returns section” on the back of your dispatch notice. Fill it out with the details of the items you’re returning and why you’re bidding them farewell. Tuck that form neatly into your package, along with the products themselves. If you’re based in the United Kingdom, stick on your free returns label to the outside of the package. And here’s a pro-tip: if you’re using the original packaging, be sure to remove or cover up the original shipping label. Then drop off your parcel at the nearest Post Office, and voilà! 

All returns and exchanges should be sent to the following address:  

Kynd Medical 
Bush House 
Midlothian Science Zone 
Edinburgh, EH26 0BA 
United Kingdom  

For our beloved customers within the United Kingdom, we’ve got a special treat: free postal returns! Unfortunately, our international friends will need to bear the responsibility for return postage fees, taxes, customs duty, and clearance charges, if applicable. Oh, and don’t forget to hold on to your proof of postage like it’s a precious treasure. Your items remain your responsibility until they reach us safely. Once we receive your package, we’ll send you a confirmation email, and the refund process will kick off. 

Now, let’s talk about a little insurance. It’s a smart move to protect the value of the items you’re returning and obtain proof of postage. That way, if any mishaps occur on their journey back to us, you’re covered. We don’t want any mix-ups or items returning to us by mistake.  

If all goes smoothly and your refund is accepted, we’ll promptly refund the amount you paid for the item back to your original payment method. However, if we receive a returned item in less-than-desirable condition, the refund will unfortunately be voided, and the item(s) will make their way back to you. Also, just a friendly reminder that our delivery charges are non-refundable unless you’re returning a faulty item. 

We hope this has shed some light on our returns and exchange policy. But if you’re still scratching your head or just want to have a chat, feel free to reach out to us at hello@kyndmedical.com. We’re here to help, and we promise not to scratch our heads too much. 

The products you wish to return are your responsibility until we receive them. It’s a good idea to get insurance for the value of the items you are returning and obtain proof of postage. We at Kynd cannot be held responsible for any items returned in error.   

If your refund is accepted, we will refund the price you paid for your item back to your original payment method. If we receive a returned item in an unsuitable condition, the refund will become void, and the item(s) will be returned to you. Kindly note that unless you are returning a faulty item, our delivery charges are non-refundable, and Kynd is not responsible for delivery fees or lost returns.  

If you are unsure of the process or simply want to know more about our returns and exchange policy, then please feel free to contact us at hello@kyndmedical.com.  

Faulty Items  

We take quality seriously at Kynd and we want to make sure you receive products that meet your expectations. However, in the rare event that you receive a defective, damaged, or incorrect item, we’ve got your back! 

As soon as your order arrives, we kindly ask you to give it a once-over. If you notice any issues, whether it’s a faulty product, damage during transit, or if you received something entirely different from what you originally ordered (surprises are great, but not in this case), please don’t hesitate to reach out to us. You can drop us a line at orders@kyndmedical.com or give us a call at +44 (0)131 440 0740. Just remember to mention your Order Number and provide us with all the juicy details about the nature of the fault. 

Once we have all the information we need, we’ll swing into action to evaluate and resolve the issue as quickly as possible. We’re here to make things right for you! 

In the case of a faulty product, we’ll guide you through the return process. Please send the faulty item back to us as soon as you can. We want to get our hands on it and examine it closely. Rest assured, we’ll take a thorough look at the product once it reaches us, so we can better understand the nature of the fault and prevent it from happening again in the future. 

If you have any concerns or questions regarding the return of a faulty item, don’t hesitate to get in touch with us. We’re here to provide support and assistance throughout the entire process. 

Exceptions/Non-Returnable Items:  

Unfortunately, there are a few types of items that cannot be returned. These include custom products, such as special orders or personalized items. We put a lot of love and care into making these items specifically for you, so they’re not eligible for return. Additionally, we’re unable to accept returns on sale items or gift cards. We hope you understand! 

Exchanges  

If you’re looking to exchange your item for a different type, strength, or size, we’ve got a simple two-step dance for you. First, go ahead and return the unwanted item following our return process. Once that’s done, you can boogie on over to our website and place a new order for the item you’d like to exchange it for. It’s as easy as changing partners on the dance floor! 

Processing Your Refund  

When you send an item back to us, we’ll give it a thorough examination. After that, we’ll notify you about your refund within a reasonable period of time. While we’re eager to process your refund as quickly as we can, please bear in mind that most returns take approximately 5 to 10 working days to process. Once everything is squared away, your refund will be credited back to your original method of payment. 

Now, here’s a little twist. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement. We know, it’s like waiting for your favourite song to come on the radio. But hang in there, and you’ll be grooving to the sound of that refund soon enough. 

We’re unable to process refunds to expired bank cards. If you find yourself in this situation, no worries! We’ll turn that refund amount into an online store credit, so you can keep shopping with us and find something that strikes your fancy. Just make sure to use it before it expires. 

A quick note: our delivery charges are non-refundable. We hope you understand that our delivery partners come at a cost. Additionally, Kynd cannot be held responsible for any delivery charges or lost returns. We’ve got our groove on until we hand it off to them. 

Throughout the refund process, we’ll stay in touch with you. Expect an email from us once your refund has been completed. We want to keep you informed every step of the way!  

Returning A Gift  

We totally get it, not every gift hits the bullseye when it comes to personal taste. If you’ve received a gift from Kynd that doesn’t quite make your heart skip a beat, no worries, we’ve got you covered. 

If you happen to have a receipt or dispatch note for the gift, you’re in luck! Just follow the returns process that we’ve described above. Once we receive the returned item, we’ll send the amount paid for it back to you in the form of a physical gift card. You’ll receive it at the delivery address as stated on the dispatch note. Now you can take the lead and choose something that really suits your fancy. But hey, if you’d prefer that the account of the generous gift-giver is credited instead, just let us know when you apply for the return via hello@kyndmedical.com. We’ll make sure to make their day too! 

Now, what if you find yourself without a receipt or dispatch note for the gift? No problemo! Just drop us a line at hello@kyndmedical.com, and we’ll be more than happy to lend a helping hand.  

At Kynd we want to ensure that your gift-giving and gift-receiving experiences are nothing short of delightful. So, if you need to return a gift, don’t hesitate to reach out to us. We’ll put on our dancing shoes and assist you with a smile.