Refund policy

The Kitchen Box – Delivery & Returns Policy

This policy explains how The Kitchen Box (“we”, “us”, “our”) delivers products to our customers (“you”, “your”), and your rights and responsibilities regarding returns, replacements, or faulty items.

Delivery

  • Deliveries are made Monday to Friday between 8am and 6pm (excluding Bank Holidays).

  • You will be contacted before delivery with an estimated time slot.

  • Please check your order on delivery, including the number of items and for any visible damage.

  • Any issues with missing or damaged items must be reported to us within 7 days of delivery by emailing info@thekitchen-box.co.uk

  • Deliveries may require assistance with unloading, depending on the size and weight of the items.

  • We will deliver items to a safe and accessible location at your property.

  • A signature will be required to confirm safe receipt.

Returns

We want you to be completely satisfied with your purchase. You may request a return in the following situations:

Faulty Products

  • If a product is faulty, please notify us within 7 days of delivery.

  • Once reported, the item should not be installed or used further.

  • Faulty products will be inspected and, if confirmed, we will arrange a replacement or refund.

  • Installed items will need to be inspected before a replacement or refund can be agreed.

Change of Mind / Surplus to Requirements

  • Products can be returned if you change your mind, provided:

    • The return request is made within 30 days of delivery.

    • Items are unused, in their original packaging, and in a resaleable condition.

  • A restocking fee of £30  per order will apply.

  • Special order products – including certain appliances, handles, and made-to-measure items – cannot be returned.

Returns Process

  • To request a return, please contact us at info@thekitchen-box.co.uk with your order details.

  • We will confirm whether the return has been approved and arrange collection or provide return instructions.

  • Items must be ready for collection in the condition agreed (original packaging, unused, etc.).

  • Collection of products does not guarantee a refund until items have been inspected.

  • Refunds or credits will usually be processed within 3–5 working days after inspection.

✅ Summary:

  • Report damages or faults within 7 days.

  • Change of mind returns allowed within 30 days, restocking fee applies.

  • Certain products (special orders, custom items) are non-returnable.