Returns & Cancellations

This is our refund and returns policy: how to cancel an order, return something you no longer want, and what to do if an item arrives damaged or develops a fault. Please read it alongside our Terms & Conditions (sections 4, 12, 17, 18 and 19) and our Delivery Information. This policy is in addition to your normal statutory rights.

Cancelling an order that hasn’t been delivered

• To cancel an order that hasn’t been delivered yet, call us on 01622 541312 or email sales@kdhelectrical.co.uk.
• Give us your order number and tell us whether you’d like a refund or to exchange it for a different product.
• Once we’ve received your request, we’ll contact you to confirm it and tell you when you’re likely to receive your refund.

Returning an unwanted product

There are two ways to return an unwanted product. In either case, all we need is your order number.

• Return it to us. Whether you bought online, in store or over the phone, every product can be returned directly to us. Please call 01622 541312 or email sales@kdhelectrical.co.uk first for a return reference number and return delivery details.
• Ask us to collect it. Call 01622 541312 or email sales@kdhelectrical.co.uk to arrange a collection. There may be a charge for this, depending on the size of the item and where you are. Collection is free if the item is faulty or damaged.

Time limits

• You must tell us you want to cancel within 14 days of the day the item was first delivered to you.
• You then have 14 days from telling us to make sure the item is returned to us.
• We refund you within 14 days of receiving the goods back or, if sooner, of you showing us proof that you’ve sent them. The refund covers the price of the goods and the standard delivery charge you paid, to the payment method you used. If you chose a premium delivery option, we refund the cost of standard delivery.

Condition of the item

• You can unpack the appliance and inspect it as you would in a shop. Please don’t install or use it.
• If it comes back installed, used or handled beyond what’s needed to inspect it, or with parts, accessories or packaging missing, we may deduct an amount from your refund to reflect the reduction in its value. Any deduction will be fair for the condition it comes back in, and we’ll explain it before we make it.
• Keeping the original packaging helps protect your refund.
• If it comes back complete and unused, you’ll receive a full refund (see Time limits).
• This returns policy for unopened goods is in addition to your normal statutory rights, and applies to purchases in store and online.

Faulty products: returns, exchanges, repairs and inspections

There are two ways to return a faulty product. Please quote your order number in every case.

• Return it to us. Within 30 days of delivery you can reject a faulty product for a full refund. Please call 01622 541312 or email sales@kdhelectrical.co.uk first for a return reference number and return delivery details.
• Ask us to collect it. Call 01622 541312 or email sales@kdhelectrical.co.uk to arrange a collection. Collecting faulty or damaged goods is free.
• After 30 days, you’re entitled to a repair or replacement and, if that doesn’t fix it, to a price reduction or a refund. These rights are against us, as the retailer, and last for six years in England and Wales. In the first six months, a fault is treated as having been there at delivery unless we can show otherwise. Inspection is normally done through the manufacturer’s service centre, and we’ll confirm the details and help you arrange the service call.
• In every case, both we and the manufacturer reserve the right to inspect the product and check that the fault isn’t caused by incorrect installation or use.

Your rights for faulty goods under the Consumer Rights Act 2015 are explained in section 19 of our Terms & Conditions.

Damaged or incorrect items

• If you unpack your product and find it damaged or incorrect, please contact us as soon as you can on 01622 541312 or at sales@kdhelectrical.co.uk, so we can arrange a collection or inspection, and a return or an exchange product.
• Please tell us about damage within 48 hours of receipt where you can. We recommend you unpack your item when it’s delivered, or within 24 hours if that isn’t possible.
• Please note any damage to the packaging on the delivery note and sign for your items as “unchecked”. This doesn’t remove the need to check the item for damage within 24 hours of receipt.
• If an item arrived damaged, we’ll replace it or refund it, as you prefer. Refunds are made within 14 days of us agreeing that you’re entitled to one, and we aim to do it within 7 working days.
• If you’re unsure about any of this, please contact us before you buy, or read our Delivery Information.

These are not treated as faults:

• accidental damage by you
• damage while in your care
• neglect, such as lack of maintenance
• misuse
• incorrect installation

Proof of purchase must come with every return. Please quote your order number on all returns.

Special order items

• Products marked as special order are ordered in from the supplier specifically for your purchase. They are clearly marked on the product listing, and your order confirmation includes a separate note confirming their status.
• Special order items don’t affect your statutory right to cancel: you can cancel or return them within 14 days of delivery, as described above. Unless the item is faulty or damaged, the cost of returning it is yours, and we may deduct an amount if it comes back used, installed or handled beyond what’s needed to inspect it.
• Goods made to your measurements or personalised for you are the one exception: they can’t be cancelled once we have started making them. We’ll make this clear on the product page and before you order. Your rights if they arrive faulty or damaged are unaffected.
• Pre-order and due in items are sold with estimated lead times only, and don’t affect your statutory cancellation rights.

See section 4 of our Terms & Conditions for full details.

Return terms and conditions

• We reserve the right to deduct an amount from your refund for any loss in value of the goods caused by unnecessary handling by you.
• We strongly recommend returning goods by a recorded delivery method, as you may need proof of return. The goods should also be insured in case they’re damaged in transit.
• You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you don’t insure them and they’re damaged or go missing, you are fully liable for the cost of the goods.
• Please don’t install a damaged or unwanted appliance. If you already have, tell us when you contact us so we can agree what happens next.
• We reserve the right to ask for photos of the appliance and its packaging before collection.
• When returned appliances reach us, we inspect them. Please include all accessories, manuals and components.
• We reserve the right to claim for any damage or loss to the appliance that happened while the goods were in your possession. This doesn’t affect your statutory rights.
• If you have removed or tampered with the packaging, we can no longer be responsible for transporting the items safely, and you must arrange the return of the appliance to our warehouse yourself.
• If you return the goods yourself, you must take reasonable care to make sure they aren’t damaged in transit. If you don’t, and the goods are damaged or used, we may reduce your refund to reflect the loss in value.

Collections we arrange

• We can arrange the return of your goods as long as they haven’t been removed from their original packaging, installed or used.
• A reasonable collection fee applies to items you’ve changed your mind about. It varies with the size of the appliance and your location, and may be deducted from your refund. Collections of faulty or damaged goods are free.
• We only collect from the address the goods were delivered to.
• If you cancel an order after the goods have been dispatched, you may be charged the actual cost of collecting the item.

Business and trade customers

• The statutory 14-day cancellation rights under the Consumer Contracts Regulations apply only to consumer purchases. They don’t apply to business or trade orders.
• For business or trade customers, any cancellation or return request needs our approval and, if accepted, may carry a restocking fee. Please contact us to discuss a return before taking any further action.

How to start a return

To cancel, return or book a collection, get in touch. Please have your order number ready. If you have any other questions about this policy, please contact us.

Model cancellation form

You don’t have to use this form. A phone call or an email telling us you want to cancel is enough. If you prefer, you can copy it into an email to sales@kdhelectrical.co.uk or post it to: