Return Policy

Returns & Exchanges

Change or Cancel an Order: If you need to change details of your delivery address, remove or change items from your order or cancel it completely, please contact our Customer Services team for advice. Please be ready to quote your order number and order date. If your order's status is still "Processing" we should be able to change it, but if it's "Shipped" we may have to look at returning or exchanging the item as it's probably already on its way to you. See our Returns procedure below.

Missing, Incomplete or Damaged Orders:

If your order hasn't arrived, or arrives incomplete please email info@kitchenaliaonline.com or telephone us on 01234 - 262440

If your order arrives and the goods are damaged, follow our Returns procedure below.

Returns Procedure:

If you are not happy with your purchase for any reason we will offer a refund or exchange on condition that the item is:

• Unused

• In a resalable condition as new and in the original packaging

• Not a special order [non-stock item]

• No refunds or exchanges can be made on edible food items.

Returns can be made through either of these options:

1. Returns via Royal Mail or courier

• Fill out your reason(s) for return on the back of the delivery note

• Enclose the delivery note with the product, and package up securely

• Address parcel – Kitchenalia Ltd, C/O Hatters, 532 Goldingtonm Road, Bedford MK41 0DX and obtain a certificate of postage from the Post Office

If you have any other queries, please email info@kitchenaliaonline.com or call us on 01234 262440.

2. Returns via shop

• Simply take the delivery note or a printout of your emailed order confirmation, the product you wish to return or exchange and your method of payment to Kitchenalia, and advise the sales assistant you bought it online. They can refund/ exchange the item.

Returns Policy:

We want you to be happy with your purchase. If you're not, just return the product to us or to our shop, following the instructions above, and we'll exchange or refund it.

Kitchenalia Ltd aims to always provide high quality Goods that are fault free and undamaged. On occasion however, Goods may need to be returned. Returns are governed by these Terms and Conditions.

1.1 If you receive Goods which do not match those that you ordered, you should contact us within 14 calendar days to arrange return. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 14 days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

1.2 If Goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged. To return the damaged Goods, please contact Us within 14 calendar days to arrange return Replacements will be issued upon Our receipt of the returned Goods. We are fully responsible for paying shipment costs. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

1.3 If any Goods you have purchased have faults when they are delivered to you, you should contact Us within 14 calendar days to arrange collection You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. We are fully responsible for paying shipment costs. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued 14 days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

1.4 If any Goods you have purchased develop faults within 28 calendar days of delivery, you may be entitled to a replacement but not a refund. In order to arrange for such a replacement you should contact Us within the 28 calendar day period to arrange collection. We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you.

1.5 If any Goods develop faults beyond 28 calendar days from delivery but within their warranty period, you are entitled to a repair or replacement under the terms of that warranty. Kitchenalia Ltd is not a party to such warranties and you must therefore contact the manufacturer of the Goods directly.

1.6 If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you. If the Goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform Us within 14 calendar days of receipt. Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason. Refunds will be issued 14 calendar days and in any event no later than 30 calendar days after you inform Us that you wish to cancel under this provision and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

1.7 Kitchenalia Ltd may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

1.7.1 Goods made to your specifications or that have been personalised;

1.7.2 Goods which are liable to deteriorate or expire rapidly;

1.7.3 Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;

1.7.4 Goods which are, after delivery, according to their nature, inseparably mixed with other items;

1.7.5 Goods consisting of audio or video recordings or computer software (including games) in sealed packaging where the seal has been broken after delivery.

1.7.6 Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop). Please note that opening packaging does not prevent you from returning Goods unless the Goods fall under sub-Clauses 15.7.3 or 15.7.5 and in any event does not include the opening of delivery packaging, only the packaging of the product itself.

1.7.7 Any food products not limited to but including for example Icing, Food Colours, edible decorations etc.

Cash refunds cannot be given for items purchased with Gift Vouchers – such purchases will receive Gift Vouchers to the value of the refund.

Gift Vouchers cannot be exchanged for cash.

Proof of Purchase:

You may return items to our shops for refund or exchange even if you've mislaid the receipt or delivery note. Please note though, that any refund will be at the discretion of the shop staff, and will normally be given in gift vouchers to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase. Please note if paid by PayPal this is unable to be refunded in store as it is an online payment system.

Condition of Returns:

It's important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. If you change your mind about your purchase, it can make your return easier and quicker to administer if you bring the item back as soon as possible.