Returns & Refunds
Last updated: 5 October 2026
Every Kotavya piece is printed to order. Nothing is printed until you buy it, which keeps waste down but means we handle returns a little differently from a shop that holds stock. This policy explains your rights under UK law and how we apply them. It doesn't affect your statutory rights.
1. Damaged, faulty or misprinted items
If your order arrives damaged, faulty, misprinted, or isn't what you ordered, we'll put it right at no cost to you.
- Email info@kotavya.com with your order number and a clear photo of the problem.
- If you get in touch within 30 days of delivery, you can choose a full refund or a free replacement.
- After 30 days, we'll offer a repair or replacement first. If that isn't possible or doesn't fix the problem, you're entitled to a refund, which may be reduced to reflect the use you've had.
- We cover return postage for faulty items. Often we won't need the item back at all.
These rights come from the Consumer Rights Act 2015.
2. Personalised items
Items printed with your own name, words, photo or other details you supply are made specifically for you. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, personalised items can't be returned or cancelled because you've changed your mind. They're still fully covered if they're damaged, faulty or misprinted (see section 1).
3. Standard designs: your 14-day right to cancel
For standard Kotavya designs (where you choose from our range, sizes and colours), UK law gives you the right to cancel within 14 days of the day you receive your order, without giving a reason.
- How to cancel: let us know within the 14 days by emailing info@kotavya.com with your order number, or by using the model cancellation form below.
- Sending it back: return the item within 14 days of telling us. It should be unworn, unwashed and in its original condition.
- Return postage: because each item is printed especially for your order, you pay the cost of returning it after a change of mind. Please use a tracked service, as we can't refund items that go missing on the way back.
- Your refund: we'll refund the price you paid plus standard delivery within 14 days of receiving the item back, or of receiving proof that you've sent it, whichever comes first. If you chose a more expensive delivery option, we'll refund the cost of our cheapest standard delivery only.
- Condition: you can handle the item as you would in a shop to check it. If it's been worn, washed or damaged beyond that, we may reduce your refund to reflect the loss in value.
4. Sizing and exchanges
Because everything is printed to order, we can't do straight swaps. Please check the size guide on each product page before ordering. If a standard design doesn't fit, you can return it under section 3 and place a new order in the size you need.
5. Changing or cancelling before dispatch
Orders usually go into production within 24 hours. If you need to change or cancel an order, email us as soon as you can and we'll do our best to stop it. If printing has already started, section 2 or 3 applies.
6. Lost or late parcels
If your order hasn't arrived within 10 working days of dispatch, get in touch and we'll chase it. If it's lost in transit, we'll send a replacement or give you a full refund.
7. How refunds are paid
Refunds go back to your original payment method. Your bank may take a few working days to show the money.
Model cancellation form
(Complete and send this only if you wish to cancel a standard-design order.)
To: Kota Trading Ltd (trading as Kotavya), 66 Paul Street, London, EC2A 4NA. Email: info@kotavya.com
I hereby give notice that I cancel my contract of sale of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name: ______
Address: ______
Date: ______
Contact
Kotavya is a trading name of Kota Trading Ltd, registered in England and Wales, company number 17388505. Please don't send returns to our registered office; email info@kotavya.com first and we'll give you the right returns address. We reply within one working day.