Refund Policy

At The Kitchen Collection, we take great care in creating and packing our products. If something isn’t right with your order, we’ll do our best to put it right.

This Refund Policy explains when refunds are available and how to request one.

 

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

 

Returns & Refunds – General

If you change your mind about your purchase, you may be entitled to a refund in line with the Consumer Contracts Regulations, subject to the conditions below.

To request a return or refund, please contact us within 14 days of receiving your order.

 

Non-Returnable Items

Due to their nature, the following items cannot be returned for a change of mind:

• Handmade firelighters (Fire Eggs)

• Any items that have been used, opened or damaged after delivery

This does not affect your right to a refund if the item is faulty or not as described.

 

Faulty or Damaged Items

If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery, providing:

• Your order number

• A brief description of the issue

• Photographs where possible

If the issue is confirmed, we will offer a replacement or a full refund, including any applicable postage costs.

 

Recipe Books

Recipe books may be returned within 14 days of delivery provided they are:

• Unused

• In their original condition

Return postage costs are the responsibility of the customer unless the item is faulty.

 

Refund Process

Once a return is approved and received:

• Refunds will be issued to the original payment method

• Please allow 5–10 working days for the refund to be processed

We reserve the right to refuse a refund if items are returned used, damaged, or outside the stated timeframes.

 

Return Postage

Unless an item is faulty or incorrect, return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

 

Contact Us

To request a return or refund, please contact:

The Kitchen Collection
Email: info@thekitchencollection.co.uk

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