RETURNS
At Ken's Yard building
supplies we want you to be fully satisfied every time you
purchase from us. In the unlikely event that an item does not meet
your expectations you may return the goods at your
expense for a refund, without giving a reason, provided
the goods are undamaged, within the original packaging and
unopened, in unused condition and you DO SO WITHIN 7
DAYS of delivery. If any of the above criteria are not
met, we will not accept or refund a return.
In the event that the wrong sizes or quantities are ordered, you
must let us know within 7 days of delivery. Once
again, you may return the items at your expense and, so long as the
goods are undamaged, in unused condition and our supplier accepts
them back into their stocks we will issue a refund to the value of
the goods minus the 25% administration and re-stocking fee.
All refunds will be issued as promptly as possible and
within a maximum of 30 days from receiving your
cancellation request in writing, or from receiving the returned
goods in the condition outlined above. All agreed refunds will be
made using the same payment methods as used by the purchaser.
DAMAGES
Ken's Yard use a selection of Haulage companies to ensure we can
get your goods to you in a timely fashion. However, every haulage
company has their own policy when it comes to damages and it is
important you understand what you need to do as a customer to
ensure you are covered for any damages caused in transit. We have
outlined the exact details of what you need to do for each carrier
below and will inform you when you're goods are dispatched which
carrier will be delivering your goods and direct you to the
appropriate section on this page. IT IS ESSENTIAL YOU READ
THROUGH THIS CAREFULLY BEFORE YOU RECEIVE YOUR GOODS.
In all the cases below, whilst the details of the policies
differ, the best solution if you suspect your goods are damaged is
to refuse to sign and have them sent straight back. We can then
arrange a replacement / refund once we receive the goods back and
this will be dealt with as promptly as possible and within a
maximum of 30 days.
CITYLINK
The Citylink policy is quite black and white which can be a good
and bad thing. You simply either sign for the goods or refuse to
sign for them. If you refuse to sign, the goods will be returned to
us. So, firstly you MUST check the goods
thoroughly before signing for them. DON'T LET THE DRIVER
TELL YOU HE'S IN A HURRY.
Inspect the goods thoroughly and if you are happy they are in
good condition, sign for them. If you suspect damage or are unable
to check the goods, we recommend you write this undeneathe your
signature on the driver's consignment form, though this does not
guarantee CityLink will honour your claim. If you sign for the
goods, get them inside and open them up to find they are damaged in
some way - you MUST notify us immediately. CityLink say that if
they are notified on the same day / within 24 hours, they will
honour the claim in most cases. Anything beyond that and you will
not be able to claim for a refund or replacement.
NIGHTFREIGHT
The NightFreight Policy is a little different and allows for you
to state clearly on the consignment form what condition you
received the goods in and how thoroughly you were able to check
them. But because they allow this, there is no fall-back position.
If you do sign for the goods as received in good condition,
regardless of how quickly you notice damage after this point, you
will not be able to claim for the damage.
Once again, check the goods thoroughly before signing for them.
If you notice or have any suspicion of damage you must state this
on the form. Sign your name and write 'DAMAGED' underneath, then
instruct the driver to take them back with him. If you are unable
to be present when the goods are delivered or someone else is
receiving them on your behalf, either make sure they are fully
aware of the above instructions, or instruct them to sign their
name and write 'UNEXAMINED' underneathe. You will then have a
maximum of 24 hours to report any damage and NightFreight say they
will honour your claim.
TNT
The TNT Policy is similar to NightFreight's. As in all cases,
you MUST thoroughly check the goods before signing for them. If you
suspect damage either refuse to sign and have the goods sent back
or sign your name and write 'DAMAGED' or 'UNCHECKED'
underneathe.
PALLETWAYS
If your order is particularly bulky, we may use Palletways to
deliver it. Their damages policy is relatively straightforward too
and they allow a resonable time limit within which to submit a
claim. If you receive damaged goods from a Palletways courier, you
must sign the proof of delivery slip and clearly write on the form
that the item is 'DAMAGED' providing any relevant details to
describe the damage etc. You will then have a maximum of 7 days to
inform us of the damage so that we can submit a claim to
Palletways.
In all cases, it will help to
significantly speed up your claim if you are able to take photos of
the damage and email them to us.
MANUFACTURER'S DAMAGE
/ FAULTS
In some circumstances, you will receive the goods in packaging
that appears to be completely unscathed and undamaged from transit,
yet when you open up the goods you will find that there has been
some damage or fault with the product itself. It may be that the
carrier is not at fault at all in this scenario and the damage has
been caused in the manufacturing process.
The important thing to remember in this scenario is the timing
of your claim and also the need to provide photographic evidence.
If you notice damage to your goods which you suspect as being
manufacturer damage, you MUST notify us within 24hours. Outside of
this and we will be unable to accept your claim.
It will also significantly speed up the processing of your claim
if you can take photos of the evidence and email across to us so
that we can pass them on to the Manufacturer for inspection.