Refund policy

At Kith and Kin Scottish Ancestry, we honour your trust and strive to ensure every item arrives with care and meaning. If something isn’t quite right, we’re here to help.

1. Eligibility for Returns

You may return non-custom items within 14 days of receiving your order.
Items must be unused, in original condition, and returned with any original packaging.
Custom, personalized, or genealogical items are non-refundable, unless they arrive damaged or incorrect.

2. How to Initiate a Return

To begin a return, please contact us at ian@kandkancestry.com with:

Your order number
The item(s) you wish to return
A brief reason for the return

We’ll respond within 2 working days with instructions.

3. Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked service to ensure safe delivery.
For fragile or commemorative items, please package carefully to preserve their condition.

4. Refunds

Once we receive and inspect the returned item, we’ll issue a refund to your original payment method within 5–7 working days.
Refunds cover the item cost but exclude original shipping fees, unless the return is due to our error.

5. Damaged or Incorrect Items

If your item arrives damaged or incorrect:

Please email us within 7 days of delivery with photos and a description.
We’ll offer a replacement, refund, or alternative solution in line with UK consumer protection laws.

6. Exchanges