Refund policy
At The Bar Quarter, we want you to love your purchase. If you're not completely satisfied, we're here to help.
Return Window
You have 30 days from the date of delivery to request a return. This window begins on the day your order is marked as delivered by the courier, not the day you placed your order.
How to Start a Return
To initiate a return, please email us at contact@kelsyn.com with the following information:
- Your order number
- The item(s) you wish to return
- The reason for your return
We will respond within 24 hours with return instructions and, where applicable, a return authorization. Please do not send items back without first contacting us, as unauthorized returns may experience delays in processing.
Return Method
Smaller items should be returned using a tracked postal or courier service, following the return instructions provided by our customer service team.
Larger furniture items may require a specialist courier or freight collection. Where this applies, we will provide or arrange the appropriate return instructions with you before collection.
Please do not return an item to our correspondence address unless we have specifically instructed you to do so.
Condition of Returned Items
To be eligible for a return, items must be:
- Unused and in the same condition that you received them
- In the original packaging, where possible
- In a resaleable condition. You may unpack and inspect the item to check it, but please take reasonable care of it
If an item has lost value because it was handled more than needed to inspect it, we may reduce your refund by the amount of that loss. This does not affect your statutory rights, including under the Consumer Contracts Regulations 2013.
Return Shipping Costs
If you are returning an item because you have changed your mind, return shipping costs are the customer’s responsibility.
Return shipping costs vary depending on the size, weight and nature of the item. Smaller products can usually be returned using a standard tracked postal or courier service, while larger furniture items may require a specialist or freight collection service.
Where we arrange the return on your behalf, we will confirm the return shipping cost with you before collection. The agreed amount may be deducted from your refund.
If your item arrives damaged, faulty, or significantly different from its description, we will cover the cost of return shipping.
Refund Method and Timeline
Once your return is received and inspected, refunds are processed within 3-5 business days. It may take a few additional days for the refund to appear on your statement, depending on your card provider.
Restocking Fee
We do not currently charge a restocking fee.
Order Cancellations
If your order has not yet been dispatched, please contact us as soon as possible at contact@kelsyn.com and we will make every effort to cancel it before shipment. Once your order has been delivered, eligible items may be returned within 30 days of delivery in accordance with our Return Policy. This does not affect any statutory consumer rights that may apply.
Damaged or Faulty Items
If your item arrives damaged, faulty, or not as described, please contact us as soon as possible, ideally within 48 hours of delivery at contact@kelsyn.com with:
- Your order number
- Photos of the damage or fault
- A brief description of the issue
We will arrange a replacement, repair, or full refund at no cost to you, including any return shipping. This does not affect your statutory consumer rights.
Non-Returnable Items
Items made to your own specifications, such as custom sizes or finishes agreed with us, are not eligible for return unless faulty. Our standard furniture remains returnable within 30 days under the conditions above.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, please initiate a return for the original item and place a new order.
Questions
If you have any questions about this policy, contact us at contact@kelsyn.com or call +44 20 3769 8197. 66 Paul Street, London, EC2A 4NA, United Kingdom.