Refund Policy - Kite

Refund Policy

Refund Policy

Please remember that letterpress-printed items are printed by hand and therefore there are small differences between prints that make them unique.

Kite is a trading name of Novagram Ltd. Financial transactions made through this website will appear as Novagram Ltd. on your bank statement.

GENERAL RETURNS AND REFUND POLICY

A refund or replacement may be offered by Kite if a customer receives a defective item.

Kite will endeavour to describe artworks for sale as accurately as possible and to take care to ensure that items are shipped in excellent condition. However, if a customer receives a defective item, they may return it to Kite for a refund or, alternatively, for a replacement from the same edition, if that is available.

The intention to seek a refund or replacement must be communicated by the customer via e-mail to refunds@kiteprint.com within 48 hours of receipt of goods stating your full name and address, the order number, the item(s) you wish to return, and information summarising the reason you wish to return the item(s). Please do not return any items to us before contacting our office and receiving a reply. Items must then be shipped to us within 7 days.

Gift cards are not eligible for refunds or replacement.

SHIPPING ITEMS TO KITE (IF APPLICABLE)

Any item that is returned to us must be received in the original packaging, with all component parts and paperwork and in the same condition it was when delivered. The customer is responsible for paying the cost of returning the goods, except in the case of wrongly supplied goods. Return shipping costs are non-refundable. It is recommended that the customer use a trackable shipping service and/or purchases shipping insurance. We don’t guarantee that we will receive your returned item. Returned items should be sent to: Kite, 7 Stratford Place, London W1C 1AY, UK.

REFUNDS AND REPLACEMENTS (IF APPLICABLE)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your claim for a refund or replacement. If you are approved for a refund, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days. If you are approved for a replacement, then we will send you another print from the same edition within 10 working days. Kite reserves the right to decide whether a customer receives a refund or a replacement.

RETURNS UNDER THE DISTANCE SELLING REGULATIONS FOR EU CUSTOMERS (IF APPLICABLE)

Customers located in the EU have the right to withdraw from the purchase of an item within 7 working days of receipt of goods.

If you intend to withdraw from your purchase within the 7 working-day period, and there has been no error on our part, we will refund the cost of the item and the cost of delivering the item to you.

Please contact our office by email to refunds@kiteprint.com within 7 working days of receipt of goods stating your full name and address, the order number, and the item(s) you wish to return. Please do not return any items to us before contacting our office and receiving a reply.

Please be aware that you will be responsible for returning the item to us and we will not refund the shipping costs you incur in returning the item to us unless you are returning the item because of an error on our part. It's important that a returned item is in the best possible condition, so please take good care of it and use the original packaging unless it is damaged. It is recommended that you use a trackable shipping service to make sure that we will receive your returned item. Returned items should be sent to: Kite, 7 Stratford Place, London W1C 1AY, UK

On receipt of your item, subject to fulfilling the criteria stated above, we will refund the item and delivery charge to the card used for the original transaction.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at refunds@kiteprint.com.