Returns and refunds policy
Clear information about made-to-order kitchen products, cancellations, damaged deliveries, manufacturing faults, replacements, refunds and your legal rights.
Your statutory rights remain protected
Nothing in this policy removes rights available for faulty, damaged, misdescribed or incorrectly supplied goods.
Personalised products require careful review
Check measurements, quantities, colours, finishes and specifications before approving a made-to-order product.
Inspect your delivery promptly
Check all packages, labels, quantities and components and report visible damage or discrepancies as soon as possible.
Important information about personalised products
A product manufactured to a genuinely personalised or made-to-measure specification may not qualify for the standard change-of-mind cancellation right. However, whether an item is legally personalised depends on the actual product and specification. This does not affect rights relating to faulty, damaged, misdescribed or incorrectly supplied products.
Change-of-mind returns
Returns for personalised and standard kitchen products.
Personalised or made-to-measure products
Kitchen products manufactured to measurements, dimensions, colours, finishes or configurations selected specifically for you may not be eligible for a change-of-mind return once the relevant specification has been approved.
These products may be unsuitable for resale because they were manufactured for a particular property or customer specification.
Manufacturing after an order does not automatically make every product legally bespoke. Eligibility will depend on how extensively the product was personalised.
Standard products
Products that are not personalised may be subject to the cancellation and return rights applicable to distance sales. Contact us before returning anything so we can confirm the correct procedure and return address.
Before placing your order
- Check all room and product measurements carefully.
- Review every selected style, colour, finish and quantity.
- Confirm appliance spaces, service locations and cabinet openings.
- Ask us about anything that is unclear before payment.
- Keep a copy of the approved quotation and specification.
Order cancellations and changes
What happens when you need to change or cancel an order.
Before manufacturing starts
Contact us immediately when you wish to cancel or change an order. Where manufacturing has not started, we will review whether the order can be stopped and explain any applicable costs or refund.
After manufacturing starts
Once personalised manufacturing has begun, changes or cancellations may no longer be possible. This is because materials may have been cut, finished or assembled specifically for your approved order.
Manufacturing can begin shortly after confirmation. Contact us urgently rather than waiting for a production update.
Any cancellation charge will be assessed according to the circumstances, work completed, materials committed and rights available under applicable consumer law.
Manufacturing errors and defective goods
How we address products that do not match your order.
When a product is manufactured incorrectly, supplied with a defect or does not match the confirmed specification, contact us promptly with evidence of the issue.
| Issue | Example | Typical resolution |
|---|---|---|
| Incorrect colour | A door is supplied in a different confirmed colour. | Assessment followed by replacement or remedy. |
| Incorrect dimensions | A unit does not match the dimensions on the order. | Assessment followed by replacement or remedy. |
| Incorrect finish | Gloss is supplied instead of the confirmed matt finish. | Replacement of the affected component. |
| Faulty hardware | Hinges or drawer runners are faulty or missing. | Replacement hardware or another suitable remedy. |
| Structural defect | Covered warping, delamination or defective joinery. | Repair, replacement or another legal remedy. |
| Missing item | A listed component was not included in the delivery. | Supply of the missing component. |
How to report an issue
Inspect the order
Compare product labels, sizes, colours and quantities with your confirmation.
Photograph the issue
Take clear photos of the product, packaging, label and affected area.
Contact our team
Provide your order number, photographs and a concise description.
Nothing in this policy restricts the remedies available when goods are faulty, misdescribed or do not conform to the contract.
Products damaged during delivery
What to do when courier damage is visible.
Check the external packaging and accessible components while the courier is present where reasonably possible.
- Record any visible damage on the courier documentation.
- Photograph the damaged packaging before disposing of it.
- Photograph the component, product label and affected area.
- Keep all packaging until we confirm it can be discarded.
- Contact us promptly with your order number and evidence.
We will assess the report and work with the courier and manufacturer to arrange an appropriate repair, replacement, collection or other remedy.
Reporting visible damage within 24 hours helps us pursue the courier claim quickly. A late report does not automatically remove statutory rights, but may make the cause of damage harder to establish.
10-year product guarantee
Additional protection for qualifying kitchen components.
Qualifying kitchen components are supplied with a 10-year guarantee subject to the relevant product terms, correct use, care and installation.
The guarantee may cover
- Qualifying manufacturing defects.
- Covered structural failures.
- Covered delamination, cracking or warping.
- Covered failures involving hinges or drawer mechanisms.
The guarantee does not normally cover
- Ordinary wear and tear.
- Improper storage, use, cleaning or maintenance.
- Excessive moisture, steam, heat or flooding.
- Accidental or impact damage.
- Damage caused by installation or alteration by a third party.
- Minor cosmetic marks that do not affect function.
The guarantee is provided in addition to, and does not replace, rights available under applicable consumer law.
Customer errors and excluded damage
Examples of issues that are not manufacturing faults.
| Scenario | Explanation | Typical position |
|---|---|---|
| Incorrect customer measurement | The supplied product matches the confirmed order but does not fit the intended space. | Usually not treated as a manufacturing defect. |
| Design preference changes | You later prefer another colour, door style or finish. | Personalised items may not qualify for return. |
| Installation damage | A component is damaged by an independent installer. | The installer may be responsible. |
| Water or heat damage | Damage results from leaks, flooding, steam or direct heat. | Usually outside manufacturing defect coverage. |
| Normal wear and tear | Minor scratches or marks develop through ordinary use. | Usually not covered by the guarantee. |
| Misuse or impact | The product is damaged after delivery through misuse or an accident. | Usually the customer’s responsibility. |
Approved refund processing
How and when an approved refund is returned.
When a refund is agreed, it will normally be returned using the original payment method unless another method is expressly agreed.
We will process a legally due refund without undue delay and within the applicable statutory timeframe. Your payment provider may take additional time to display the funds after they leave our account.
| Payment method | Refund destination | Provider processing |
|---|---|---|
| Credit or debit card | Original payment card | Subject to the card provider’s processing time. |
| Digital payment service | Original payment account | Subject to the provider’s processing time and terms. |
| Bank transfer | Verified originating bank account | Subject to banking processing times. |
Contact your bank or payment provider when an issued refund is not visible after its expected processing period.
Complaints and dispute review
How to ask us to reconsider a decision.
When you disagree with the assessment of a damage, manufacturing or refund claim, contact us and ask for a formal review.
- Provide your order number and a detailed explanation.
- Include clear photographs, measurements and supporting documents.
- Explain the outcome you believe would resolve the complaint.
- Allow our team reasonable time to review the evidence and respond.
You may also seek independent consumer advice where you believe your legal rights have not been respected.
Submit a policy or order complaint
Include your order number, product details, photographs and a clear description of the outcome you are requesting.
Contact Customer SupportCommon returns and refund questions
Quick answers to frequent customer questions.
A genuinely personalised or made-to-measure kitchen may be excluded from the standard change-of-mind cancellation right. This depends on the actual level of personalisation, so contact us to confirm the position for your particular product.
Compare the product with your confirmed order. When the supplied colour does not match the agreed specification, contact us with photographs and the product label so we can arrange an appropriate remedy.
Provide the confirmed order dimensions, a photograph of the product label and clear measurements of the supplied unit. We will assess whether it was manufactured incorrectly.
Photograph the package and affected product, keep the packaging and contact us promptly. We will assess the damage and coordinate the appropriate courier and product resolution.
Damage caused by an independent installer is normally outside our manufacturing guarantee. Raise the issue with the installer and their insurer. We may be able to quote for a replacement component.
Yes. Contact us as soon as you discover a possible fault. We may request photographs, measurements and details of the installation and use to assess its cause.
Need to report an order problem?
Send us your order number, photographs and a clear explanation of the issue so our team can review it properly.
Contact Customer Support