Returns Policy
RETURN POLICY
Kai Statue
Last updated: 27 May 2026
1. Overview
This Return Policy sets out when and how you can return a Product purchased from Kai Statue, what refunds or replacements you are entitled to, and how the return process works. It forms part of our Terms and Conditions and should be read together with our Shipping Policy.
We want you to be happy with every Kai Statue Product you receive. If something is wrong with your Order, please contact us at support@kaistatue.com as the first step — most issues are resolved without the need to return the Product.
2. Your Rights at a Glance
Depending on the situation, you have different return rights and different timeframes. The table below summarises the most common scenarios. Each is covered in more detail in the sections that follow.
Reason for Return
Time Window
Outcome
Damaged in transit
Within 7 days of delivery
Repair, replacement part, partial refund, full replacement or full refund, at our discretion based on the circumstances.
Defective or faulty Product
Within 7 days of delivery
Repair, replacement or refund. Manufacturing defects covered.
Wrong item received
Within 7 days of delivery
Replacement with the correct Product, or full refund if no longer available.
Statutory right of withdrawal (UK / EU consumers)
Within 14 days of delivery
Refund of Product price; you return the Product at your cost.
Order cancellation (before dispatch)
Before dispatch
Full refund, subject to pre-order rules in Section 6.
Change of mind, gift not wanted, etc. (non-UK/EU)
Not generally accepted
Considered on a case-by-case basis. Customer pays all return shipping and any restocking charge.
If you are a consumer based in the United Kingdom or the European Economic Area, you also have statutory rights that apply regardless of this Policy. Nothing in this Policy limits those rights.
3. Damaged, Defective or Incorrect Items
Statues and figures are fragile by nature. Despite careful packaging, parcels are occasionally damaged in transit, and Products can occasionally arrive defective or differ from the Product you ordered. In all of these cases, please contact us at support@kaistatue.com within 7 days of delivery.
3.1 What to Include in Your Claim
To allow us to resolve your claim quickly, please include the following in your first message:
• Your order number.
• A clear description of the issue.
• Clear photographs showing: the outer shipping carton (all sides), the inner packaging, and the Product itself, including close-ups of any damaged or defective area.
• Where the parcel arrived visibly damaged, photographs taken before opening, if possible.
We strongly recommend keeping the original outer carton, inner packaging and protective foam until your claim is resolved, as the courier may require them for inspection.
3.2 How We Will Resolve Your Claim
Once we have reviewed your photographs and the circumstances, we will offer one of the following outcomes, at our discretion based on what is most appropriate:
• a replacement part sent free of charge (for example, a single damaged accessory);
• a repair arranged at our cost;
• a partial refund as compensation, where you are happy to keep the Product;
• a full replacement Product;
• a full refund of the price you paid.
For minor cosmetic issues (such as small paint variations or slight assembly differences inherent to handcrafted resin or PVC statues), we may offer a partial refund or other goodwill gesture. As noted in our Terms and Conditions, such minor variations are not generally considered manufacturing defects.
4. Statutory Right of Withdrawal (UK and EU Consumers)
If you are a consumer based in the United Kingdom or the European Economic Area, you have a statutory right to cancel your Order without giving any reason within 14 days of the day you (or someone you nominate) take physical possession of the Products. This is in addition to any other right or remedy you may have under this Policy or applicable law.
4.1 How to Exercise Your Right of Withdrawal
To exercise this right, you must clearly inform us of your decision to cancel within the 14-day period. You can do this by emailing support@kaistatue.com with your order number and a clear statement that you wish to cancel. A simple message such as “I wish to cancel order #XXXX” is sufficient.
4.2 Returning the Product
Once you have notified us, you must return the Product to us within 14 days of that notification. We will provide a return address when you contact us, as the appropriate return location depends on the Product and your shipping country.
You are responsible for the cost of returning the Product, unless we have agreed otherwise in writing. We recommend using a trackable courier service, as we cannot accept responsibility for Products lost or damaged in return transit.
You are responsible for any diminished value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. In practice, this means you may unbox and examine the Product as you would in a shop, but it must be returned in a condition that allows resale; assembled, painted, modified, displayed or partly used Products may incur a deduction from your refund to reflect the reduction in value.
4.3 Refund Timing for Withdrawal
We will refund the price of the Product within 14 days of either receiving the returned Product or receiving evidence that you have sent it back, whichever is earlier. We may withhold the refund until we have received the Product or the evidence of dispatch.
Refunds are issued to the original payment method. The original outbound shipping cost (if any) will be refunded to the extent required by law.
5. Returns Outside Statutory Withdrawal (Non-UK/EU Consumers and Other Cases)
Where you do not have a statutory right of withdrawal, or where the 14-day window has expired, we do not generally accept returns based purely on a change of mind. This is because Products are typically sourced internationally and dispatched directly from manufacturers, and unsold returns cannot easily be re-routed back into stock.
Nevertheless, we may consider goodwill returns on a case-by-case basis. If we agree to accept such a return, the following typically applies:
• the Product must be unopened, unused and in its original packaging;
• you pay the return shipping cost;
• any restocking charge (typically up to 20% of the Product price) is deducted from your refund;
• the original outbound shipping cost (where this was previously absorbed by us as “free shipping”) may be deducted from your refund;
• any customs charges, duties, brokerage or handling fees already incurred are not refundable.
Please contact us at support@kaistatue.com before sending anything back. Returns received without prior agreement may be refused or held at your cost.
6. Cancelling Orders and Pre-orders
6.1 In-stock Orders
If your Order is for in-stock Products and has not yet been dispatched, you can cancel it for a full refund by contacting us at support@kaistatue.com as soon as possible. Once an Order has been dispatched, it can no longer be cancelled; it then falls under the withdrawal or returns rules above.
6.2 Pre-orders
Pre-orders may be cancelled for a full refund up until the point at which the Order has been allocated to manufacturing and the Supplier has begun production specifically for your Order. After that point, we may no longer be able to cancel your Order, except where statutory consumer rights apply.
Where we offer a deposit-and-balance payment structure for a pre-order, your deposit may become non-refundable once production has commenced. The point at which this applies will be communicated to you at the time of pre-order or as soon as the Supplier confirms production status. We will keep you informed where reasonably possible.
7. Items That Cannot Be Returned
Unless they are damaged, defective or differ materially from the description, the following items cannot generally be returned:
• Products that have been opened and are no longer in their original packaging (outside the statutory withdrawal window where it applies);
• Products that have been assembled, painted, modified, customised or otherwise altered by the customer;
• Products purchased as part of a final-sale or clearance promotion where this restriction was clearly stated at checkout;
• Gift cards and store credit;
• Personalised or bespoke Products manufactured specifically for you.
8. How to Start a Return
To start a return for any reason, please follow these steps:
• Email us at support@kaistatue.com with your order number, the Product(s) you wish to return and the reason for the return. Include photographs where relevant.
• Wait for our reply. We will confirm whether the return is accepted, the return address to use, the courier or shipping method (where we provide one) and any other instructions specific to your case.
• Pack the Product carefully, preferably in its original packaging and outer carton, with enough internal protection to survive return transit.
• Ship the Product to the address we provide, using a trackable service. Keep your proof of postage.
• Once we receive the Product and confirm its condition, we will process the agreed refund, replacement or other resolution.
Please do not return Products to the address shown on the original outbound shipping label — this is typically the Supplier’s fulfilment address, not our returns location, and parcels sent there may be lost, refused or returned to you at your cost.
9. Return Shipping Costs
Who pays the return shipping cost depends on the reason for the return:
• Damaged, defective or incorrect items: we cover return shipping, or arrange the return courier ourselves, where reasonable to do so.
• Statutory withdrawal (UK / EU consumers): you pay the return shipping cost.
• Goodwill returns / change of mind: you pay the return shipping cost.
We strongly recommend using a trackable courier service for any return. We cannot accept responsibility for Products lost or damaged in return transit when you have arranged the return shipping.
10. Refunds
10.1 How Refunds Are Issued
Approved refunds are issued to the original payment method used at checkout. We cannot issue refunds to a different card, account or method. If your original payment method is no longer valid (for example, an expired card), please let us know and we will work with you and your payment provider to find a solution.
10.2 Refund Timing
We will process your refund within 14 days of either receiving the returned Product or, in the case of statutory withdrawal, receiving evidence that you have sent it back. After we issue the refund, the time it takes for the funds to appear in your account depends on your bank or payment provider and typically ranges from 3 to 10 business days.
10.3 What Is Refunded
Unless otherwise required by law, the following rules apply:
• For damaged, defective or incorrect Products: we refund the full price you paid, including any shipping costs you paid.
• For statutory withdrawal: we refund the price of the Product. The original outbound shipping cost is refunded to the extent required by law.
• For goodwill returns: we refund the Product price minus any restocking charge, original outbound shipping cost we previously absorbed, and any customs or handling fees incurred.
Customs duties, import VAT and brokerage or handling fees paid to local authorities or couriers are not refundable by us, as they are imposed and retained by parties outside our control. You may be able to reclaim some of these directly from your local customs authority — we will assist with documentation where we reasonably can.
11. Returns from Parcels Refused at Delivery
If you refuse delivery of a parcel — for example, to avoid paying customs charges — the parcel will typically be returned to us by the courier. In these cases, the return will be treated as a goodwill return rather than a damaged or defective return. The following will be deducted from any refund:
• the original outbound shipping cost (where this was previously absorbed by us as “free shipping”);
• the return shipping cost charged by the courier;
• any customs duties, brokerage or handling fees already paid by us on your behalf;
• any storage or holding fees charged by the courier;
• a reasonable restocking charge where applicable.
If the deductions exceed the price paid for the Product, no refund will be due, and we may invoice you for the shortfall.
12. Disputes and Chargebacks
If you are dissatisfied with how your return or refund has been handled, please contact us first at support@kaistatue.com so we can try to resolve the matter directly. Most issues can be resolved more quickly through our customer support team than through a chargeback or formal dispute.
We reserve the right to challenge chargebacks that we believe are unjustified, including by providing the payment provider with our records of the Order, dispatch, delivery, communications and the application of this Return Policy.
13. Changes to this Return Policy
We may update this Return Policy from time to time to reflect changes in our processes, courier arrangements, costs or applicable law. The version applicable to your Order is the version published on the Website at the time you placed that Order. Material changes will be communicated through a notice on the Website or, where appropriate, by email.
14. Contact Us
If you have any questions about returns, refunds, replacements or cancellations, please contact us:
• Email: support@kaistatue.com
• Website: kaistatue.com
For formal correspondence and legal notices, the Website is operated by Nexus Sentry Ltd, a company registered in England and Wales under company number 14957041, with its registered office at 124 City Road, London, England, EC1V 2NX, United Kingdom.
Kai Statue
Last updated: 27 May 2026
1. Overview
This Return Policy sets out when and how you can return a Product purchased from Kai Statue, what refunds or replacements you are entitled to, and how the return process works. It forms part of our Terms and Conditions and should be read together with our Shipping Policy.
We want you to be happy with every Kai Statue Product you receive. If something is wrong with your Order, please contact us at support@kaistatue.com as the first step — most issues are resolved without the need to return the Product.
2. Your Rights at a Glance
Depending on the situation, you have different return rights and different timeframes. The table below summarises the most common scenarios. Each is covered in more detail in the sections that follow.
Reason for Return
Time Window
Outcome
Damaged in transit
Within 7 days of delivery
Repair, replacement part, partial refund, full replacement or full refund, at our discretion based on the circumstances.
Defective or faulty Product
Within 7 days of delivery
Repair, replacement or refund. Manufacturing defects covered.
Wrong item received
Within 7 days of delivery
Replacement with the correct Product, or full refund if no longer available.
Statutory right of withdrawal (UK / EU consumers)
Within 14 days of delivery
Refund of Product price; you return the Product at your cost.
Order cancellation (before dispatch)
Before dispatch
Full refund, subject to pre-order rules in Section 6.
Change of mind, gift not wanted, etc. (non-UK/EU)
Not generally accepted
Considered on a case-by-case basis. Customer pays all return shipping and any restocking charge.
If you are a consumer based in the United Kingdom or the European Economic Area, you also have statutory rights that apply regardless of this Policy. Nothing in this Policy limits those rights.
3. Damaged, Defective or Incorrect Items
Statues and figures are fragile by nature. Despite careful packaging, parcels are occasionally damaged in transit, and Products can occasionally arrive defective or differ from the Product you ordered. In all of these cases, please contact us at support@kaistatue.com within 7 days of delivery.
3.1 What to Include in Your Claim
To allow us to resolve your claim quickly, please include the following in your first message:
• Your order number.
• A clear description of the issue.
• Clear photographs showing: the outer shipping carton (all sides), the inner packaging, and the Product itself, including close-ups of any damaged or defective area.
• Where the parcel arrived visibly damaged, photographs taken before opening, if possible.
We strongly recommend keeping the original outer carton, inner packaging and protective foam until your claim is resolved, as the courier may require them for inspection.
3.2 How We Will Resolve Your Claim
Once we have reviewed your photographs and the circumstances, we will offer one of the following outcomes, at our discretion based on what is most appropriate:
• a replacement part sent free of charge (for example, a single damaged accessory);
• a repair arranged at our cost;
• a partial refund as compensation, where you are happy to keep the Product;
• a full replacement Product;
• a full refund of the price you paid.
For minor cosmetic issues (such as small paint variations or slight assembly differences inherent to handcrafted resin or PVC statues), we may offer a partial refund or other goodwill gesture. As noted in our Terms and Conditions, such minor variations are not generally considered manufacturing defects.
4. Statutory Right of Withdrawal (UK and EU Consumers)
If you are a consumer based in the United Kingdom or the European Economic Area, you have a statutory right to cancel your Order without giving any reason within 14 days of the day you (or someone you nominate) take physical possession of the Products. This is in addition to any other right or remedy you may have under this Policy or applicable law.
4.1 How to Exercise Your Right of Withdrawal
To exercise this right, you must clearly inform us of your decision to cancel within the 14-day period. You can do this by emailing support@kaistatue.com with your order number and a clear statement that you wish to cancel. A simple message such as “I wish to cancel order #XXXX” is sufficient.
4.2 Returning the Product
Once you have notified us, you must return the Product to us within 14 days of that notification. We will provide a return address when you contact us, as the appropriate return location depends on the Product and your shipping country.
You are responsible for the cost of returning the Product, unless we have agreed otherwise in writing. We recommend using a trackable courier service, as we cannot accept responsibility for Products lost or damaged in return transit.
You are responsible for any diminished value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. In practice, this means you may unbox and examine the Product as you would in a shop, but it must be returned in a condition that allows resale; assembled, painted, modified, displayed or partly used Products may incur a deduction from your refund to reflect the reduction in value.
4.3 Refund Timing for Withdrawal
We will refund the price of the Product within 14 days of either receiving the returned Product or receiving evidence that you have sent it back, whichever is earlier. We may withhold the refund until we have received the Product or the evidence of dispatch.
Refunds are issued to the original payment method. The original outbound shipping cost (if any) will be refunded to the extent required by law.
5. Returns Outside Statutory Withdrawal (Non-UK/EU Consumers and Other Cases)
Where you do not have a statutory right of withdrawal, or where the 14-day window has expired, we do not generally accept returns based purely on a change of mind. This is because Products are typically sourced internationally and dispatched directly from manufacturers, and unsold returns cannot easily be re-routed back into stock.
Nevertheless, we may consider goodwill returns on a case-by-case basis. If we agree to accept such a return, the following typically applies:
• the Product must be unopened, unused and in its original packaging;
• you pay the return shipping cost;
• any restocking charge (typically up to 20% of the Product price) is deducted from your refund;
• the original outbound shipping cost (where this was previously absorbed by us as “free shipping”) may be deducted from your refund;
• any customs charges, duties, brokerage or handling fees already incurred are not refundable.
Please contact us at support@kaistatue.com before sending anything back. Returns received without prior agreement may be refused or held at your cost.
6. Cancelling Orders and Pre-orders
6.1 In-stock Orders
If your Order is for in-stock Products and has not yet been dispatched, you can cancel it for a full refund by contacting us at support@kaistatue.com as soon as possible. Once an Order has been dispatched, it can no longer be cancelled; it then falls under the withdrawal or returns rules above.
6.2 Pre-orders
Pre-orders may be cancelled for a full refund up until the point at which the Order has been allocated to manufacturing and the Supplier has begun production specifically for your Order. After that point, we may no longer be able to cancel your Order, except where statutory consumer rights apply.
Where we offer a deposit-and-balance payment structure for a pre-order, your deposit may become non-refundable once production has commenced. The point at which this applies will be communicated to you at the time of pre-order or as soon as the Supplier confirms production status. We will keep you informed where reasonably possible.
7. Items That Cannot Be Returned
Unless they are damaged, defective or differ materially from the description, the following items cannot generally be returned:
• Products that have been opened and are no longer in their original packaging (outside the statutory withdrawal window where it applies);
• Products that have been assembled, painted, modified, customised or otherwise altered by the customer;
• Products purchased as part of a final-sale or clearance promotion where this restriction was clearly stated at checkout;
• Gift cards and store credit;
• Personalised or bespoke Products manufactured specifically for you.
8. How to Start a Return
To start a return for any reason, please follow these steps:
• Email us at support@kaistatue.com with your order number, the Product(s) you wish to return and the reason for the return. Include photographs where relevant.
• Wait for our reply. We will confirm whether the return is accepted, the return address to use, the courier or shipping method (where we provide one) and any other instructions specific to your case.
• Pack the Product carefully, preferably in its original packaging and outer carton, with enough internal protection to survive return transit.
• Ship the Product to the address we provide, using a trackable service. Keep your proof of postage.
• Once we receive the Product and confirm its condition, we will process the agreed refund, replacement or other resolution.
Please do not return Products to the address shown on the original outbound shipping label — this is typically the Supplier’s fulfilment address, not our returns location, and parcels sent there may be lost, refused or returned to you at your cost.
9. Return Shipping Costs
Who pays the return shipping cost depends on the reason for the return:
• Damaged, defective or incorrect items: we cover return shipping, or arrange the return courier ourselves, where reasonable to do so.
• Statutory withdrawal (UK / EU consumers): you pay the return shipping cost.
• Goodwill returns / change of mind: you pay the return shipping cost.
We strongly recommend using a trackable courier service for any return. We cannot accept responsibility for Products lost or damaged in return transit when you have arranged the return shipping.
10. Refunds
10.1 How Refunds Are Issued
Approved refunds are issued to the original payment method used at checkout. We cannot issue refunds to a different card, account or method. If your original payment method is no longer valid (for example, an expired card), please let us know and we will work with you and your payment provider to find a solution.
10.2 Refund Timing
We will process your refund within 14 days of either receiving the returned Product or, in the case of statutory withdrawal, receiving evidence that you have sent it back. After we issue the refund, the time it takes for the funds to appear in your account depends on your bank or payment provider and typically ranges from 3 to 10 business days.
10.3 What Is Refunded
Unless otherwise required by law, the following rules apply:
• For damaged, defective or incorrect Products: we refund the full price you paid, including any shipping costs you paid.
• For statutory withdrawal: we refund the price of the Product. The original outbound shipping cost is refunded to the extent required by law.
• For goodwill returns: we refund the Product price minus any restocking charge, original outbound shipping cost we previously absorbed, and any customs or handling fees incurred.
Customs duties, import VAT and brokerage or handling fees paid to local authorities or couriers are not refundable by us, as they are imposed and retained by parties outside our control. You may be able to reclaim some of these directly from your local customs authority — we will assist with documentation where we reasonably can.
11. Returns from Parcels Refused at Delivery
If you refuse delivery of a parcel — for example, to avoid paying customs charges — the parcel will typically be returned to us by the courier. In these cases, the return will be treated as a goodwill return rather than a damaged or defective return. The following will be deducted from any refund:
• the original outbound shipping cost (where this was previously absorbed by us as “free shipping”);
• the return shipping cost charged by the courier;
• any customs duties, brokerage or handling fees already paid by us on your behalf;
• any storage or holding fees charged by the courier;
• a reasonable restocking charge where applicable.
If the deductions exceed the price paid for the Product, no refund will be due, and we may invoice you for the shortfall.
12. Disputes and Chargebacks
If you are dissatisfied with how your return or refund has been handled, please contact us first at support@kaistatue.com so we can try to resolve the matter directly. Most issues can be resolved more quickly through our customer support team than through a chargeback or formal dispute.
We reserve the right to challenge chargebacks that we believe are unjustified, including by providing the payment provider with our records of the Order, dispatch, delivery, communications and the application of this Return Policy.
13. Changes to this Return Policy
We may update this Return Policy from time to time to reflect changes in our processes, courier arrangements, costs or applicable law. The version applicable to your Order is the version published on the Website at the time you placed that Order. Material changes will be communicated through a notice on the Website or, where appropriate, by email.
14. Contact Us
If you have any questions about returns, refunds, replacements or cancellations, please contact us:
• Email: support@kaistatue.com
• Website: kaistatue.com
For formal correspondence and legal notices, the Website is operated by Nexus Sentry Ltd, a company registered in England and Wales under company number 14957041, with its registered office at 124 City Road, London, England, EC1V 2NX, United Kingdom.