Refund policy

Return & Refund Policy

Last updated: May 2026
DKAI UK LTD (trading as DKAI London)
Companies House Registration No. 16691324
Registered office: 4-6 Greatorex Street, London E1 5NF, United Kingdom
Email: contact@dkai.co.uk

1. Our 30-Day Return Guarantee

You have 30 days from the date of delivery to request a return or exchange — in addition to your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Eligibility

To be eligible for a return, items must:

  • Be returned within 30 days of the delivery date
  • Be unworn, unwashed, unaltered, undamaged, with all original tags attached and intact
  • Be returned in original packaging where possible
  • Be accompanied by proof of purchase (order confirmation or receipt)
  • Be accompanied by a valid Return Authorisation Number (RMA) issued by us

Items received in a condition that does not meet these requirements may be rejected, and we reserve the right to return them to you at your cost or apply a partial refund reflecting the diminished value.

3. Non-Returnable Items (Hygiene & Final Sale)

  • Underwear, swimwear, lingerie and bodysuits — only returnable if the hygiene seal/sticker is intact and unbroken. Items returned with a broken or missing hygiene seal will be refused, no refund issued.
  • Items marked as Final Sale, Clearance or Non-Returnable at the time of purchase
  • Gift cards (non-refundable, non-exchangeable)
  • Items worn, washed, altered, perfumed, stained or damaged by the customer
  • Items returned without prior RMA authorisation
  • Items returned more than 30 days after delivery
  • Customised, personalised or made-to-order items

4. How to Request a Return (RMA Procedure)

Email contact@dkai.co.uk with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Dated photographs of the item(s) showing the issue (mandatory for faulty / damaged / incorrect items)

We respond within 24 hours (Mon-Fri) with a Return Authorisation Number (RMA) and the return address.

Returns sent without a valid RMA number will be refused on arrival, returned to sender at the customer's cost, and no refund will be issued. Always wait for the RMA before sending anything back.

5. Return Window After RMA Issued

Once an RMA number has been issued, you must dispatch the return within 14 calendar days. Returns received more than 14 days after RMA issuance may be refused at our discretion.

6. Return Shipping Costs & Restocking Fee

  • Faulty, damaged or incorrect items: DKAI London covers the full cost of return shipping after verification of the defect.
  • Change of mind, size exchange or buyer's remorse: The customer covers return shipping. We strongly recommend a tracked, insured service — we cannot be held responsible for parcels lost or damaged in transit.
  • Restocking fee: If a returned item is received in less-than-resaleable condition (worn, washed, missing tags, damaged), we reserve the right to apply a restocking fee of up to 15% of the item value or refuse the return entirely.

7. Refunds

Once your return is received and inspected we'll notify you of approval or rejection within 5 business days. Approved refunds are processed back to your original payment method within a further 5-10 business days. Please allow additional time for your bank or card issuer to credit your account.

Original shipping charges (where applicable), payment processing fees, and any restocking fee are non-refundable unless the item is faulty or we made an error with your order.

Refunds are issued to the original payment method only. We do not issue refunds via bank transfer, store credit or alternative method unless required by law.

8. Evidence Requirements for Faulty / Damaged / Incorrect Items

For any claim of faulty, damaged, missing or incorrect items, the following evidence must be provided:

  • Clear, dated photographs showing the issue clearly
  • Photograph of the shipping label and outer packaging
  • Order number and date of delivery
  • Description of the defect or issue

Claims without supporting evidence will not be processed. We reserve the right to request additional photographic or video evidence, or to require the item to be returned for inspection before approving a refund or replacement.

9. Faulty or Incorrect Items (Statutory)

Under the UK Consumer Rights Act 2015, if you receive an item that is faulty, not as described, or not fit for purpose, you are entitled to a full refund, repair or replacement. Please contact us within 30 days of delivery for a full refund, or within 6 months for a repair or replacement.

10. Late or Missing Refunds

If you have not received your refund after 14 business days from approval, please check with your bank first. If the issue persists, contact contact@dkai.co.uk.

11. Liability Cap

Our maximum liability for any claim relating to a product purchased from us is limited to the price paid for that product (excluding any shipping charges). We are not liable for any indirect, incidental, consequential or punitive losses, including lost profit, loss of opportunity, or any third-party costs. Nothing in this clause limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by UK law.

12. Colour, Pattern & Size Variations

Product photographs are for illustrative purposes only. Actual products may show slight variations in colour, pattern placement, texture or shade due to natural fabric characteristics, screen calibration differences, lighting conditions and batch production. Garment measurements may vary by approximately ±2cm / ±0.8" due to manufacturing tolerances. Such variations are normal and do not constitute a defect or grounds for a refund.

13. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact

DKAI UK LTD (trading as DKAI London)
4-6 Greatorex Street, London E1 5NF, United Kingdom
Email: contact@dkai.co.uk