Refunds and Returns

This page summarises your cancellation and return rights. The full terms are in section 5 of our Terms & Conditions, and nothing here reduces your legal rights as a consumer.

The short version

• Standard products: 14 days from delivery to change your mind, then 14 days to send them back.
• Made to measure: cannot be cancelled once production has started, because it is made to your specification.
• Faulty, damaged or wrong: always covered, whichever type of product you bought.
• Always email us first at [email protected] before sending anything back.

Standard products: 14 days to change your mind

If you are a consumer buying standard, non-customised products, you have the legal right to cancel within 14 days after the day you, or someone you nominated, received the goods. You do not need to give a reason.

Tell us in writing within those 14 days, preferably by email. You then need to return the goods without undue delay, normally within 14 days of telling us. Unless the goods are faulty, damaged or not as described, you pay the direct cost of returning them.

Goods must come back in a condition that lets us inspect them. You can handle them as much as you would in a shop to check what they are and how they work. If they have been handled beyond that and their value has dropped as a result, we may make a reasonable deduction from your refund.

Made-to-measure and customised products

The 14-day cancellation right does not normally apply to products made to your specifications or clearly personalised for you. That includes:

• Made-to-measure kitchen units;
• Cabinets or panels manufactured to your measurements;
• Products manufactured to a non-standard size;
• Products manufactured or modified to your specific requirements;
• Custom-coloured or specially finished products;
• Products involving customer-specific machining, drilling or modifications.

This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

Changing or cancelling before production starts

If you need to change or cancel a made-to-measure order, contact us as soon as possible. Before production starts we will normally try to accommodate reasonable changes, though we cannot guarantee it. A change may increase or decrease the price and may affect the delivery date, and we will tell you about any extra cost or significant delay before going ahead.

Once production has started, changes may no longer be possible, and where we can still make a change we may charge reasonable costs already incurred for materials, manufacturing, labour or finishing that cannot be recovered or reused.

Faulty, damaged or incorrect goods

Please check your delivery as soon as you reasonably can, and report visible damage, missing items or incorrect items within 48 hours so we can investigate and claim against the carrier where needed. Reporting later does not by itself remove your statutory rights.

Send us your order number, a description of the problem and photographs of the packaging, delivery labels and affected goods. We will assess the issue and put it right in line with your statutory rights, by repair, replacement or refund depending on the circumstances. Where the fault is confirmed as ours, we cover reasonable return or collection costs where the law requires it.

Please check every product before it is fitted. Once an item has been cut, drilled or fitted it is treated as accepted, and we cannot accept a return for a defect that would have been obvious beforehand.

How to start a return

• Email [email protected] with your order number and what you would like to return.
• Wait for our reply. We will confirm whether the return can be accepted and tell you where and how to send the goods.
• Pack the goods well, ideally in their original packaging, so they arrive in a condition we can inspect.
• Use a tracked service. Until the goods reach us they are your responsibility.

Please do not send anything back before contacting us, as we may not be able to identify or process it.

Refunds

Where you validly cancel an order for standard products, we refund what you paid, including our standard delivery charge. If you chose a more expensive delivery option, we refund the cost of the least expensive standard option we offered.

Refunds are normally issued within 14 days of us receiving the goods back, or earlier where the law requires, and go back to the card or payment method you used unless we agree otherwise with you.

Exchanges

If you want a different colour, size or range, contact us. For standard products the usual route is to return the item under the 14-day right above and place a new order, which is normally quicker than waiting for an exchange to be processed. Tell us what you need and we will say whether a direct swap is possible.

Samples

Samples bought online carry the same 14-day cancellation right as other standard products. Because a sample shows colour and finish rather than an exact production batch, we would always rather you ordered one before committing to a full kitchen.

Your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. Nothing on this page or in our terms reduces those rights. If you would like independent advice you can contact Citizens Advice, and our full terms are set out in our Terms & Conditions.