Kens Yard Refund / Returns Policy
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 with them.
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 Yard.
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 non-refundable.
We will not accept or refund cancellations / returns where no notification is given by the customer within the 14 day period.
Occasionally our goods get damaged in transit on their way from us to you. In this scenario it is very important you follow the below guidelines so that we can claim for the damage with the courier and either reimburse you or send out replacements.
CHECK YOUR GOODS BEFORE SIGNING FOR THEM. It is essential that you check the goods BEFORE signing for them. If the goods have been damaged in transit, the packaging will be damaged and it will be obvious from a quick glance that damage has been sustained. If this is the case, ensure the driver makes a note on his device that damage has been sustained to the goods before you sign for them. If he refuses to do so, refuse the goods and we will get replacements sent out.
If you sign for the goods as “Received in Good Condition” but later notice there has been some damage sustained, you must report this to us immediately. The sooner you report it, the better the chance we can claim for the damage. WE CANNOT OFFER REFUNDS OR REPLACEMENTS FOR DAMAGES THAT ARE NOT REPORTED TO US WITHIN 72 HOURS OF RECEIVING THE GOODS.
We will ask you to send us pictures of the damage and may ask you to open up the packaging fully so the goods inside can be properly inspected.
In many cases, the damage to the goods inside the packaging is minimal and the goods can still be used with no issue.
In the case that the damage is severe enough to make the goods unusable, we will send out replacements.
MANUFACTURER’S DAMAGE / FAULTS
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 guarantee.
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.