Refund policy

Returns & Refunds Policy

Kitchenware LTD wants you to be happy with everything you buy from us. If something isn't right, here's how returns, refunds and cancellations work.

Cancelling your order (14-day cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer in the UK or EU you have the right to cancel your order for any reason within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to send the goods back to us.

To cancel, email us at support@kitchenwareltd.shop or call +44 1582 733733 with your order number. We will refund the full price of the goods plus the standard outbound delivery charge within 14 days of receiving the goods back (or proof that you have sent them).

Our 30-day returns window

In addition to your legal cancellation rights, we accept returns for up to 30 days after delivery. To be eligible, the item must be unused, in its original condition and original packaging, with any tags or seals intact, and you must have proof of purchase.

How to start a return

  1. Email support@kitchenwareltd.shop or call +44 1582 733733 with your order number and the item(s) you wish to return.
  2. We will confirm your return and send instructions.
  3. Send the item to: Kitchenware LTD, Returns Department, 162 Dunstable Rd, Luton, LU1 1EW, United Kingdom.

Items sent back without first contacting us cannot be accepted. You may also bring your return in person to our Luton store during opening hours.

Return postage

For change-of-mind returns, you pay the cost of returning the item to us. We recommend a tracked service, as we cannot be responsible for parcels lost in transit.

If the item is faulty, damaged, or not what you ordered, we cover the cost of return postage in full.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If anything is damaged, defective or incorrect, contact us within 48 hours of delivery with photos where possible, and we will arrange a replacement, repair or full refund at no cost to you.

Under the Consumer Rights Act 2015, you have 30 days from delivery to reject faulty goods for a full refund, and further rights to repair or replacement after that period.

Non-returnable items

For hygiene and safety reasons, we cannot accept change-of-mind returns on:

  • Made-to-order, custom or personalised furniture and kitchen units
  • Items that have been assembled, installed, modified or cut to size
  • Sealed items where the seal has been broken (e.g. cookware sets, cutting boards, food-contact items)
  • Gift cards

This does not affect your statutory rights if an item is faulty or not as described.

Refunds

Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 working days of approval, and within 14 days at the latest. Your bank or card issuer may take a few extra days to show the money in your account.

If more than 14 working days have passed since we confirmed your refund and you have not received it, please contact support@kitchenwareltd.shop.

Exchanges

The quickest way to exchange an item is to return the original for a refund and place a new order for the item you want.

Contact us

Kitchenware LTD
162 Dunstable Rd, Luton, LU1 1EW, United Kingdom
Company registration number: 12822954
Email: support@kitchenwareltd.shop
Phone: +44 1582 733733
Opening hours: Monday to Saturday, 9:30am - 8:00pm (UK time)