Refund policy
Kettleworth’s offers a 30 day return policy. That period runs for 30 days from the day you take physical possession of the goods.
Please check your order when it arrives, and always before use. If anything is wrong with your delivery, tell us straight away so we can look into it — the sooner we know, the easier it is to put right.
How do I arrange a return?
Before sending anything back, contact our customer service team and ask for a returns authorisation number. Without that number your parcel is harder to trace and the refund takes longer.
To start a return, please contact us. We will need to know:
- Your order number — it begins #KETTLEWORTHS
- The item
- The reason for the return
Free prepaid return labels
We send you a free prepaid return label, and a refund or a replacement where one is possible, in all of these cases:
- Your order never arrives
- It arrives damaged
- The product is faulty
- We sent the wrong item
- You have changed your mind
What we cannot take back
We sell food, so a few things cannot be returned once they have left us:
- Food or drink that has been opened, part-used, or is no longer sealed as it left our warehouse
- Anything that has passed its best-before or use-by date by the time you contact us
- Products sold sealed for hygiene reasons, where that seal has been broken
None of this applies if the fault is ours. If an item arrived damaged, faulty, out of date, or simply was not what you ordered, we will put it right whether it has been opened or not. Nothing here affects your statutory rights.
Refunds
We refund to the same payment method you paid with, within 7 days of the return being agreed, unless you have expressly agreed otherwise. You will not be charged a fee for the refund itself.
Store credit
As a goodwill gesture we may offer store credit as a gift card instead. It is assigned to your account, can be used freely on our website, and is valid for 10 years.
If your situation is not covered here, contact our customer service team and we will help.