How to cancel your order
Undelivered
If you want to cancel an order that has not been delivered yet please call us on 01622 541312 or email sales@kdhelectrical.co.uk.
Just let us know your order number and if you would like a refund or to exchange it for an alternative product.
Once we have received your request we will make contact with you to confirm we’ve received your request and advise when you’re likely to receive a refund.
Returning Unwanted Products
There are 2 ways to return an unwanted product. All we need is your order number in either case.
You must provide notice of cancellation within 14 days of when the item was first delivered to you. You then have 14 days from the date of informing us of your decision to cancel to ensure the item is returned to us.
You are able to unpack the appliance and inspect it as you would have if you bought the item from a shop.
However, all packaging must be undamaged and reusable. You must not attempt to install or use the item. The item must be undamaged and returned to us without any marks, or damage to the item itself or its packaging. If you are unsure, then the best practice is to avoid opening the appliance and speak to us first.
If the item is returned with damaged packaging or as damaged, this will affect our ability to resell the item as new, and subsequently we will likely charge you for the loss of saleability as this will incur a restocking fee. Where you have not used the product and it is returned in the original packaging undamaged and complete you will receive a full refund within 14 days of the return of the item.
This returns policy for unopened goods is in addition to your normal statutory rights and applies to purchases in store or online.
If the item has been opened, unpacked, has items missing or shows any damage to the item or packaging we may charge a restocking fee, this fee will vary depending on the condition of the packaging and/or item.
Returning, Exchanging, Repairs & Inspections
There are two ways to return a faulty product, ensure your order number is quoted in all cases.
Returning a Damaged Item
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.
We must be made aware of all damages within 48 hours of receipt. We recommend you unpack your item at the point of delivery, but if this is not possible it must be within 24 hours of receiving the item.
Please note any damage to the packaging on the delivery note, and sign for your item(s) as unchecked. However, this does not negate the need for you to check the item for damage within 24 hours of receipt.
We cannot offer returns for any damaged items once the first 48 hours from delivery passes. It is your responsibility to ensure the item is checked for damage within these timeframes.
For further clarification, please contact us prior to purchase or review our Delivery Policy.
Please note that a damaged item is NOT classified as a faulty item, damage can be seen by inspecting the item visually. Faults by nature are normally electronic or mechanical and therefore cannot be seen visually.
Therefore we request you check all items visually for damage within 48 hours of delivery.
Please note faults are not considered to be faults in the following instances;
Proof of purchase must accompany all returns, please ensure you quote your order number on all returns.
Return Terms & Conditions
We reserve the right to make a deduction from the reimbursement for any loss in value of goods supplied as a result of unnecessary handling by you. We strongly recommend that goods should be returned by a recorded method of delivery as proof of return may be required. The goods you are returning should also be insured in case the goods are damaged during return transit.
You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.
Please do not install any damaged or unwanted appliance(s).
This could be viewed as acceptance of goods and any return may be rejected. We reserve the right to request photographic evidence of the appliance(s) and/or packaging prior to collection. Upon receipt of the returned appliance(s) these will be inspected to ensure they are in perfect condition (in the original undamaged packaging) and meet our satisfaction. The returned goods must include all relevant accessories, manuals & components and be in an ‘as new’ condition upon return.
We reserve the right to claim for any damage or loss to the appliance(s) that may have occurred whilst the goods have been in your possession. This does not affect your statutory rights.
If the packaging has been removed or tampered with by you we can no longer be held responsible for transporting the items safely and you must arrange the return of the appliance(s) to our warehouse.
If you return the goods to us yourself, you are required to take reasonable care of the product to ensure that the goods are not damaged in transit. If you do not exercise reasonable care and the goods are damaged or used we may reject the appliance(s) or make a reduction in the refund due.
We are able to arrange the return of your goods provided they have not been removed from their original packaging, installed or used. A reasonable collection fee for the cost of returning the goods will apply.
The fee will vary based on the size of appliance and your location. Collection of the goods will only take place from the delivery address to which they were delivered. Should you cancel an order after the goods have been dispatched, you may be charged the actual cost of collecting the item.
The cost may be deducted from any reimbursement due to you. You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse.
We reserve the right to make a deduction from the reimbursement for any loss in value of goods supplied as a result of unnecessary handling by you.
For further clarification on the Refunds and Returns Policy please do not hesitate to contact us.
