This page sets out our policies regarding return of, and refunds for, products you have purchased from us.
Contact us before returning goods
For whatever reason you wish to return goods, please contact us first before returning them. We will be able to advise you on the next steps.
We take no responsibility for unsolicited goods delivered to us and we may refuse delivery.
Contact our team by telephone on 01358 725111 Monday - Friday 9am-5pm or by email at sales@khfixings.co.uk
Taking delivery
On delivery by you please check that you have received the whole delivery. We have no liability to you for any claim that part of a delivery is missing if you have signed with the carrier as having received that delivery.
Should your consignment arrive in poor condition we would ask that this is noted on any carrier documents.
Returning goods because you no longer need them
If you order goods that you don’t need, we give you up to 28 days to return them, subject to the following terms and conditions.
When the goods are received by us, they must be unused and in the same condition as when we sent them to you so that they can be resold: unused, unopened and not damaged.
You must also provide proof of purchase, such as a receipt, invoice or delivery note.
At our sole discretion we may charge a handling fee for returned goods of up to 20% or £20 (whichever is higher). If we do, we will refund you the price of the goods less the handling fee.
Goods being returned for credit must be of a minimum invoice value totalling £50.
We are unable to accept goods in less than minimum order quantities for credit.
Credit will only be issued on receipt of the goods and approval by one of our quality controllers.
Goods with either an expiry date or best before date that has elapsed or that is within 28 days of elapsing by the date we receive them may be declined for return.
Incorrect or damaged goods
If goods delivered to you do not match your order, or if they are damaged on arrival, please contact us immediately.
Where replacement goods are required, we will ensure these are despatched without delay, subject to availability.
On taking possession of an order all risks relating to the goods pass to you or the person you have appointed to receive them for you, including for damage. If we suspect that the goods did not arrive with you damaged then we will not refund you. It is therefore important to report damaged goods to us as soon as they are delivered.
Where goods have been manufactured and supplied to us by a third party, any warranty granted to us in respect of those goods will, where possible, be transferred you the purchaser.
Before issuing a refund to you for incorrect or damaged goods we, or one of our suppliers, will check that the goods are incorrect or damaged.
We will in our sole discretion decide whether goods are defective as a result of faulty design, materials or workmanship.
You agree not to repair or alter or attempt to repair or alter the goods in any way unless directed by us.
If the goods are incorrect or damaged, then at our sole discretion we may choose how we make good your order: whether we replace them, refund you or repair them free of charge.
If you return any goods to us that were not damaged by the time of delivery or that formed part of your order (where the order was not incorrect) then you agree that the cost of returning such goods will be borne exclusively by you.
If we repair or replace a product, you have no additional claim against us either under this agreement or by statute or common law, in respect of the defect.
Returning products
In law, it is your responsibility to make sure that we receive returned goods.
If you do return goods to us (if we do not arrange collection) then we recommend using a tracked carrier service.
We do not refund you for the cost of returning goods to us unless they are damaged or if we have incorrectly processed your order.
We will not recognise any debit note or similar invoice raised by you in respect of goods returned.
If you have ordered online, the invoice or delivery note must give your name and address and your order number. Without this information we cannot trace who has returned the goods and who we should refund.
Please return goods as far as possible in their original condition and with all packaging and labels, and securely wrapped so as to protect them during transport.
Processing refunds
For returns made by post or by courier, we issue a refund once the supplier or manufacturer acknowledges to us either that the goods have re-entered their warehouse or that the goods are defective or damaged or incorrectly delivered. This can take up to 3 days after the goods are received back.
The way you originally paid for the goods determines how we refund you.
Please note that if you return goods which are outside our returns policy or if you don’t have proof of purchase, we may be unable to process a refund. Please ensure that you provide us with your receipt, despatch note or order confirmation.
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
If you paid online using an electronic payment system then we refund your account with that payment provider as soon as possible.
If you bought online using credit on your account, we’ll refund your account with us for the amount owed to you with online credit. When you next order from us, you’ll be able to use that credit.
Although our bank usually returns money to your bank account immediately, it can take a further 14 days for the money to be returned to you.
