Refund & Returns Policy

At Kooksey, every piece is custom made to order. Because I don’t run a warehouse full of mass-produced stock, our return protocols are a little different from the big-box retailers.

1. THE CANCELLATION WINDOW

Once you place an order, it enters the Lab for production.

• Standard Builds: You have 24 hours to change your mind or cancel your order for a full refund. After that, the materials are cut and the build is underway.

• Custom/Off-Book Experiments: Once we’ve agreed on the spec and payment is processed, these makes are non-refundable. Because they are built specifically to your requirements, they cannot be returned to the Shop (referred to on this website as "The Vault") for resale.

2. CHANGE OF HEART (Standard Items)

Under UK Consumer Contracts Regulations, you have 14 days from the date of delivery to notify us if you wish to return a standard (non-custom) item.

• Condition: The gear must be in "as-new" condition—unused, unwashed, and with all original tags/packaging.

• Shipping: You are responsible for the cost of return shipping. I recommend using a tracked service, as I can’t refund a specimen that goes missing in transit.

• Refund: Once the item is inspected and cleared, a refund will be issued to your original payment method (minus the original shipping costs).

3. FAULTY GEAR (The DNA Guarantee)

I strive to ensure every item is made perfectly and thoroughly checked before being dispatched, but if there is a manufacturing defect:

• The Process: Contact me (the Curator) within 30 days of receipt with a photo of the fault.

• The Fix: If it’s a genuine "DNA fault," I will either repair the item, replace it, or offer a full refund (including your return shipping costs).

• Wear & Tear: Please note that "used and abused" gear—damage from accidents, improper care, or normal wear over time—is not covered.

4. HOW TO START A RETURN

Don't just post it back into the void without warning.

1. Contact me (the Curator) via the [Summon Me Page] with your order number.

2. Wait for "Return Authorisation" and the shipping address.

3. Package it securely as per section 2 above (as-new condition - unused, unwashed and with all original tags/packaging) and send it back.

4. Once received back at the Lab and I've checked it over, your refund will be issued.