This policy explains how and when you will receive a refund from Kubbi. For details on how to return a product or cancel an order, please see our Returns Policy. For faulty or damaged products, please see our Warranty Policy.
We process refunds within 14 days of one of the following happening.
Pre-dispatch cancellation. Within 14 days of your cancellation request, provided we have stopped the order before it left our warehouse.
Post-dispatch in-transit recall. Within 14 days of the courier confirming the parcel has been returned to our warehouse.
Post-delivery return. Within 14 days of us receiving and inspecting the returned product at our warehouse.
Faulty or damaged products. Within 14 days of us confirming the fault. This may be after we receive the product back, or remotely via photos and videos — please see our Warranty Policy.
Once we issue your refund you will receive an email confirmation. The funds will typically appear in your account within 3 to 5 working days, depending on your bank or card issuer.
The amount you receive depends on which scenario applies. Each is calculated as follows.
Full refund. You will be refunded the price of the item plus any delivery charge you paid. No fees apply.
You will be refunded the price of the item plus the standard outbound delivery charge, minus the recall fee for your product. The recall fee covers what the courier charges us to return the parcel to our warehouse mid-route. See the Returns Policy for the full Recall Fees table. If you paid for premium delivery (such as next-day), only the standard rate is refunded.
You will be refunded the price of the item plus the standard outbound delivery charge, minus the return shipping fee for your product. See the Returns Policy for the full Return Shipping Fees table. Any deduction for diminished value will also be applied where relevant. We will tell you of any such deduction before issuing the refund.
You will be refunded the price of the item, minus the return shipping fee. Outbound delivery charges are not refunded outside the 14-day statutory window. Diminished value deductions may also apply.
Full refund. The price of the item and the original delivery charge are refunded, and we cover the cost of return shipping. Please see our Warranty Policy for the full process.
Refunds are issued to the original payment method only. This is a fraud-prevention requirement and is not negotiable.
If your original payment method is no longer active (for example, an expired card), please contact us at support@kubbi.co.uk and we will work with you and your bank to resolve it. We cannot refund to a different card, account, or person.
Always refunded: the price of the product.
Refunded only within the 14-day statutory cancellation window or for faulty products: the standard outbound delivery charge.
Never refunded: premium delivery upgrades (we only refund up to the standard delivery rate); return shipping or recall fees for change-of-mind cases; any diminished value deduction.
Refunds for orders placed through Amazon or eBay are processed through the marketplace, not by Kubbi directly. Please open the refund request through your marketplace account.
We can support the goods side — sending replacement parts, technical help, or verifying the order — but the financial refund must be issued by the marketplace.
Nothing in this policy limits or replaces your rights as a UK consumer.
Under the Consumer Rights Act 2015, if your product is faulty, not as described, or not fit for purpose, you have a 30-day right to reject for a full refund. Repair or replacement may apply after 30 days. Please see our Warranty Policy for how this is handled in practice.
Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel any online order from kubbi.co.uk for any reason, with refund handling as described above. Please see our Returns Policy for the cancellation process.
If you are not satisfied with the outcome of a refund, please email support@kubbi.co.uk with the subject line "Escalation" and we will review your case.
You also have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and may seek further advice from Citizens Advice (citizensadvice.org.uk) or, where appropriate, the small claims court.
Any information you share with us during a refund request — including order details and payment information — is handled in accordance with our Privacy Policy.
If you have any questions about refunds, please get in touch.
Email: support@kubbi.co.uk
Web: kubbi.co.uk
Address: Kubbi Imports Ltd, Carryduff, Northern Ireland
