Returns Policy

How to read this policy

This policy explains cancellations, returns, and refunds for orders from KUTCHENHAUS THEALE LTD (14863205), 19 High Street, Theale, Reading, England RG7 5AH. Contact [email protected] or +441183571988.

It does not take away rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where those rules give you a stronger right, they apply. Delivery and payment are in the Shipping Policy and the Payment Policy.

Read the page in two parts. The first is a change of mind, including the 14-day cancellation right where it applies. The second is faulty, damaged, or incorrect goods. A change of mind does not reduce a right you have if the goods are faulty.

Cancelling a distance contract

If you are a consumer and the contract was made at a distance, you can usually cancel within 14 days after the day you receive the goods, without giving a reason. You then have 14 days after telling us to send the goods back.

Tell us by email with your name, order reference, and a clear statement that you want to cancel. We will acknowledge the request and explain where to send the goods. Do not dispatch a return until we confirm the address.

The 14-day right does not cover every kitchen product. It does not apply to goods made to your specification or clearly personalised, once they are produced for that choice. Examples include a worktop supplied in a length you selected, or a unit finished only because you chose a particular door or edge, where that work has started. Standard stock items that are unchanged are treated differently from those made-to-order lines.

Condition of returned goods

You may handle goods as you would in a showroom, to check that they suit you. Use beyond that can reduce the refund if the loss in value is real.

Please return accessories, fixings, and documents that came with the item, and use packaging that will protect cabinets or worktops in transit. We can refuse a refund, or reduce it, if goods are damaged by poor packing on the way back, except where the damage is our fault or the carrier’s under a return we arranged.

Wait for the return address we give you. A parcel without the order reference can delay the check. A worktop or a tall unit needs a carton or crate that protects edges and faces. Photograph the packed item before you hand it over, and keep the carrier’s reference.

When the goods arrive we compare them with the confirmation and with your message. We then write the outcome: accepted return, repair, replacement, refund, or a refusal with a reason. A refusal of a change-of-mind return does not remove a Consumer Rights Act remedy if the goods are actually faulty.

Who pays for the return

If you cancel under the 14-day right and the goods are not faulty, you pay the direct cost of returning them, unless we failed to tell you that before you ordered or we agree to collect them.

If the goods are faulty, not as described, or not what we confirmed, we will bear the reasonable cost of return or collection. Contact us before you pay a carrier so we can agree the route.

Faulty or incorrect goods

Goods must be of satisfactory quality, fit for their usual purpose, and as described. If they are not, contact us promptly with the reference and photographs.

Depending on the timing and the fault, we will repair, replace, or refund in line with the Consumer Rights Act 2015. A short-term right to reject can apply in the first 30 days for a fault that is present on delivery. After that, we may offer a repair or replacement first, where the law allows.

Normal variation in timber grain or a laminate photograph is not a fault if the product page described the material that way. Damage caused after delivery by fitting, standing water, or a use the product page warned against is outside this remedy.

Refunds

When a refund is approved, we repay the price you paid for the goods and, where the law requires it, the standard delivery charge. We do not refund an enhanced delivery cost you chose if the law allows us to keep it, and we will say so if that point arises.

We use the same payment method where we can. We aim to refund within 14 days after we receive the goods back, or after you supply evidence that you have sent them, whichever is earlier, for a cancellation. Bank processing can add a few days after we send the instruction.

We do not offer an automatic exchange programme. If you want a different finish or length, we will treat that as a new request once the return of the original item is agreed.

If we cannot supply a line we have already confirmed and you have paid for, we tell you and refund that amount. You do not need to return goods we never sent. We do not replace that line with a different product unless you agree.

How to contact us

Email [email protected] or call +441183571988 with the order reference, the product name, and whether you are cancelling, reporting a fault, or reporting transit damage. You can also use the contact form on kutchenhausltd.com.

Please keep the confirmation email until the return is closed.