We hope that you're pleased with your purchase from KitchenSync.co.uk, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.
Cancellation Before Despatch
If you have ordered goods from us, and these have not yet been shipped it may be possible to cancel your order prior to shipping, email sales@KitchenSync.co.uk or call our customer service hotline: 0844 318 9870 as soon as possible. Once a despatch instruction has been sent to our warehouse it is not possible to cancel at this stage, and the policy below applies.
If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that the goods have not been in your possession for more than 7 Working Days after the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays).
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order.
If we collect the goods from you, we will charge you for the cost of collection (and we may if we wish deduct this from your refund).
Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund at our discretion.
Goods Become Faulty During Use
If your goods become faulty after delivery, we will always instruct you if applicable to contact the manufacturer directly for a warranty repair or replacement. This is often the quickest way to have a fault resolved. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience. Alternatively you can contact us directly if the goods do not conform to the contract made between us.
Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods at our discretion.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 7 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we require that you notify us within 7 days. We will arrange the prompt uplift and replacement as soon as practicably possible.
Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible, and we will arrange for the duplicate order/goods to be uplifted at a mutually convenient time to suit you.
Packaging Goods for Return
In all cases where goods are to be returned to us, please ensure that you re-use the original packaging wherever possible, and if not you must ensure that the goods are adequately protected. Where you arrange return transport to us yourself, we strongly suggest that you ensure sufficient insurance cover is in place in the event of the goods being damaged on arrival.