Refund policy

At KneeOut, we want you to be satisfied with your purchase. If you are not completely happy with an item, you may request a return in accordance with the policy below.

Return period

You may request a return within 30 days of receiving your order. Requests submitted after this period may not be accepted.

To qualify for a return, the item must be:

  • Unworn, unused, and in its original condition

  • Free from marks, odours, damage, or signs of wear

  • Returned with all original labels, tags, accessories, and packaging

  • Accompanied by proof of purchase or your order number

Starting a return

Before returning an item, contact us at support@kneeout.com with:

  • Your full name

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Clear photographs if the item is faulty, damaged, or incorrect

We will review your request and provide return instructions. Items returned without prior approval may not be accepted.

Do not send returns to the address shown on the original parcel unless we confirm that address in writing.

Return shipping costs

Unless the item is faulty, damaged, or incorrect, customers are responsible for return shipping costs. Original delivery charges are non-refundable unless required by applicable law.

We recommend using a tracked shipping service and keeping proof of postage. KneeOut is not responsible for returned parcels that are lost or damaged during transit.

Damaged, faulty, or incorrect items

Please inspect your order as soon as it arrives. If an item is damaged, faulty, or different from what you ordered, contact support@kneeout.com promptly and include clear photographs of the item and packaging.

Once the issue has been verified, we will arrange an appropriate solution, such as a replacement or refund, at no additional cost to you.

Non-returnable items

We may be unable to accept returns for:

  • Items that have been worn, used, washed, altered, or damaged after delivery

  • Items without their original labels, tags, accessories, or packaging

  • Personalised or custom-made products

  • Gift cards

  • Clearance or final-sale items where permitted by applicable law

  • Products that cannot be returned for hygiene reasons once their protective seal has been removed

Please contact us before purchasing if you are unsure whether an item can be returned.

Exchanges

The quickest way to obtain a different item or size is to return the original item and place a new order once your return has been approved.

Refunds

We will inspect your return after receiving it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow [5–10 business days] for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.

We reserve the right to reject a refund or deduct an appropriate amount if an item is returned used, damaged, incomplete, or in a condition that reduces its value, where permitted by applicable law.

Order cancellations

If you wish to cancel an order, contact support@kneeout.com as soon as possible. We cannot guarantee cancellation after an order has entered processing or been dispatched.

If the order has already been dispatched, you may need to receive it and follow the standard return procedure.

Consumer rights

Nothing in this policy limits or excludes any consumer rights available to you under applicable law.

Contact us

If you have questions about a return or refund, contact:

KneeOut Customer Support
Email: support@kneeout.com