Return and Cancellation
We want you to be completely happy with your new kitchen. We understand that sometimes plans change or things don't go exactly as expected. Below you'll find a simple guide on how we handle returns, cancellations, and replacements. Because most of our products are custom-made to your exact measurements, there are some specific rules we need to follow, but our team is always here to help find the best solution for you.
Order Cancellations
Can I cancel my order?
Yes, you can cancel your order within 24 hours of placing it. Because our manufacturing process is highly efficient, production for made-to-measure items begins very quickly. If you need to cancel, please email us immediately at [email protected] so we can stop production before it starts.
Why made-to-measure items have different rules
Once production has started on custom items, we unfortunately cannot accept cancellations or returns.
These items are crafted specifically for your kitchen and cannot be resold to another customer. This includes any items with:
- Hinge holes
- Custom sizes
- Special finishes or modifications
We highly recommend double-checking all measurements before placing your final order.
How to Cancel
To cancel an order, send an email to [email protected] with:
- Your order number
- Reason for cancellation (optional but appreciated)
If your cancellation is accepted, a full refund will be processed to your original payment method within 5-10 business days.
Damaged or Incorrect Items
What if the item is damaged when it arrives or you are sent the wrong item?
We take great care to ensure our products meet high standards before dispatch, so damage is rare. However, if something isn't right, we're here to fix it.
Inspection Upon Delivery
It is very important that you inspect your product upon delivery. If the delivery note is not signed as goods being received short/damaged, we cannot replace the item.
Reporting Damage or Errors
If you notice damage or receive the wrong item after delivery:
- Contact us by email at [email protected] within 2 business days of delivery
- Include photos of the damage or incorrect item
- Include your order number and product details
We cannot accept damage reports or cancellations over the phone.
Resolution Process
Once we assess your complaint, we will provide instructions for returning the item at your expense. A replacement will be arranged after the return is received and inspected.
We reserve the right to refuse replacements for any damaged items reported to us outside of 2 business days of delivery.
Order Changes
Can I change my existing order?
Changes to an order can only be made if you have mistakenly ordered the wrong item.
- Please contact us within 24 hours of receiving your order confirmation email
- Changes may incur additional costs or delays
- Changes cannot be made once production has started
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Sample doors
- Made-to-measure products (any range)
- Custom-sized items (even if dimensions are standard)
- Products with pre-drilled hinge holes
- Items that have been opened, used, or installed
- Items not in original packaging
Return Eligibility
Made-to-Measure Products Cannot Be Returned
IMPORTANT: Any product from a made-to-measure range CANNOT be returned, even if the dimensions ordered are standard sizes.
This applies to all custom-manufactured items, including but not limited to:
- Kitchen doors with custom dimensions
- Kitchen doors with pre-drilled hinge holes
- Kitchen units made to specific measurements
- Any product customized to customer specifications
Standard Range Products
Only products from our standard range are eligible for return, subject to the conditions outlined below.
Standard range products are those that are not customized or made-to-measure and are available as stock items.
Return Conditions
Time Limit
Returns must be initiated within 14 calendar days from the date of delivery.
Product Condition
All items must be returned in their original packaging, unopened and in resalable condition. We cannot accept returns of items that have been:
- Opened or removed from original packaging
- Used, installed, or modified in any way
- Damaged due to improper handling or storage
- Missing original labels, tags, or documentation
Restocking Fee
A 20% restocking fee will be deducted from all refunds.
This fee covers the administrative costs, inspection, and repackaging of returned items.
Return Process
Step 1: Contact Us
To initiate a return, contact us by email at [email protected] within 14 calendar days of delivery. Include:
- Your order number
- Product details
- Reason for return
- Photos of the items in original packaging (if applicable)
Step 2: Arrange Return Delivery
The customer is responsible for organizing and paying for return delivery to our factory.
Return address:
Contact with us: Email: [email protected]
Customer Responsibility for Return Shipping
IMPORTANT: We do not accept responsibility for any damage or loss during return transit.
- You must arrange and pay for return delivery
- We recommend using a tracked and insured courier service
- Keep proof of postage and tracking information
- We are not liable for items lost or damaged in transit
Step 3: Inspection and Refund
Once all items arrive at our factory, they will be inspected to ensure they meet our return conditions:
- Items must be in original packaging
- Items must be unopened and unused
- Items must be in resalable condition
If the items pass inspection, a refund will be processed as follows:
- Refund amount = Order total minus 20% restocking fee
- Original delivery charges are non-refundable
- Refunds will be processed to the original payment method within 10-20 business days
If items do not meet return conditions, they will be returned to you at your expense, and no refund will be issued.
Important Notes
- Sample doors cannot be returned. However, this does not affect your statutory legal rights
- Providing a brief explanation for cancellations will help us improve our service in the future
- We are not liable for any loss of earnings due to late, incorrect, or lost deliveries
- We reserve the right to refuse replacements for any damaged items reported to us outside of 2 business days of delivery
Your Rights
This cancellation policy does not affect your statutory legal rights. For example, if goods are faulty or misdescribed, you are entitled to remedies under consumer law.
Contact Information
For returns, cancellations, or any questions about this policy, please contact us:
Kitchenin
103 Corran Way
South Ockendon
Essex
RM15 6AP
United Kingdom
Email: [email protected]