We provide as much information as possible on our website in
relation to the products we sell. This includes product images,
videos in some cases, a description of the goods and any technical
specifications or manufacturer's guarantees. However, due to the
nature of the products we sell, we cannot guarantee that the goods
you receive will be identical to the images provided on the
website. Products manufactured from natural materials like wood,
such as doors and flooring, are a good example of this where
natural colour variations and tones will mean not every door is
identical to one another or to the image shown on the website.
Under the Consumer Contracts Regulation 2013
(see Returns section below) you have the right to cancel an
order within 14 days of receiving the goods if you are not happy
Under the Consumer Contracts Regulation which came into force in
June 2014, you have the right to cancel your order for a full
refund prior to the goods being dispatched. We recommend you
contact us within 24 hours if you need to cancel your order for any
reason. If the goods have been dispatched, you will still be able
to cancel the order under the conditions outlined in the Returns section below.
Manufactured or assembled to order items: Speciality items that are manufactured to order can still be
cancelled so long as written notification is provided within 48
hours of the order date. To cancel your order, please notify us
first by telephone and then in writing, by e-mail. We must have
written notification no later than 48 hours after the time of
purchase. Once the order has been processed and production
initiated any cancellation agreement will be subject to financial
penalties levied at reducing any financial losses by Ken's
Where agreement has been reached on a cancellation, Ken's Yard
will refund all monies due by the same payment method within the
next 30 days.
RETURNS - 14 Day Returns Policy
Under the Consumer Contracts Regulation which came into force
June 2014, you have the right to cancel and return your goods for
any reason, so long as written notification is provided within 14
days of receiving the goods and so long as the goods are returned
within 14 days of that notification. We recommend you contact us
first by telephone and then provide written confirmation of your
desire to cancel by email.
It is your responsibility to return the goods with a courier of
your choice and to cover the cost of this return. This also ensures
you will be insured against any transit damage which occurs in the
delivery of the goods back to Kens Yard, and if transit damage does
occur, you will be able to make a claim for the value of the goods
from the courier you used.
In most circumstances, we cannot arrange for the goods to be
collected as we will not be insured against transit damage.
However, in some cases, we may be able to get the manufacturer to
collect the goods from you directly, but you will be required to
pay for the cost of that collection. Please Note: If you refuse the goods at the point of the delivery, this is
equivalent to having them uplifted and will still incur the
appropriate return charges.
Upon the receipt of the goods back into our warehouse and
provided they are undamaged and delivered in their original
undamaged packaging, we will issue a full refund for your order
within 14 days minus any collection charges. All agreed refunds
will be made using the same payment methods as used by the
purchaser. Note: If you have paid extra for a
special delivery day or time, this additional delivery charge is
We will not accept or refund cancellations / returns where no
notification is given by the customer within the 14 day period.
ESSENTIAL YOU WATCH OUR VIDEO GUIDE OR READ THROUGH THE
INSTRUCTIONS BELOW BEFORE YOU RECEIVE YOUR GOODS FROM KENS
- You MUST CHECK YOUR GOODS BEFORE SIGNING THE COURIER SLIP.
- Don't let the driver rush you.
- It is essential that you check the goods BEFORE signing
- If you sign for the goods and then check them later to find
they are damaged the haulage companies will not accept any
claims and you will be unable to get any refund or
- This is why it is extremely important that you check the goods
or, if you cannot be there to receive the goods yourself, that you
clearly explain this to whoever is receiving them.
- If, for any reason, you are unable to check the goods
thoroughly, you MUST NOT SIGN the courier slip and
should refuse delivery and have the goods sent
back to the courier depot to rearrange another delivery date.
We have been dealing with 3rd Party haulage companies for many
years and have tried a vast array of companies and they all have
the same strict policy on damages. If the customer has signed for
the goods - it is a legally binding approval by that customer that
the goods were received in good condition and so no claims for
damages will be entertained.
Any manufacturer's warranties are indicated on our website and
if you have a manufacturing fault with your goods, you will in most
cases be able to have them replaced so long as the fault occurs
within the time period outlined in the manufacturer's
We may require you to take photos of the fault so that we can
pass them on to the manufacturer and arrange for a replacement or
for an engineer to carry out a repair on the product.