Refund policy

Please read our Returns Policy carefully as it contains important information. Our returns policy is produced in strict accordance with UK consumer law, distance selling regulations and the sales of goods act.

Kent Traders will try to do whatever we can to successfully resolve any problems you may have with your order. We believe this approach is the only way for our business to grow. In the unlikely event that you need to return goods to us, please refer to the following procedures which are different for each reason for return.

Whatever the reason for your return, we recommend you contact us to speed up the process. To get started, please read the information below, and then visit our Contact Us page, and select 'Returns' on the enquiry form. Please remember to include your order number in your return request to avoid any delays in processing.

Unwanted Goods & Incorrectly Ordered Goods

Your Obligations

If you receive your order and decide you do not want to keep it, you can return it to us for a refund, providing the following conditions are met:

  1. Goods must be returned to us within 14 days from the date of your order receipt. You will be responsible for any associated return costs if your reason for returning the item is that it's unwanted or unsuitable.
  2. The items should be in an unused and resellable condition, including their original packaging, manuals, accessories, and any free gifts. Ensure that all liquids are removed from the goods before returning them.
  3. It's important to note that if the returned goods are not in a resellable condition, which includes original packaging, manuals, and accessories, we reserve the right to make deductions from the refund, starting from, but not limited to, 50% of the item's value to account for any loss in value.
  4. To initiate a return, please contact us and include your order number. We will provide you with detailed instructions on how to return your item. Including your order number helps us process your return quickly and avoid delays.
  5. We strongly recommend using a reputable courier service with tracking capabilities when returning your items to our address. It's essential to ensure that the goods are adequately insured to cover their value. Please be aware that you are responsible for making sure the goods are received back in a resellable condition. We cannot accept responsibility for any returns received in a damaged state.
  6. Please note that it is illegal to send lithium batteries using Royal Mail. We can recommend a cost effective courier for the return of batteries containing lithium.

Please always double check you are ordering the correct product.

Our Obligations

Upon receipt of your returned order, it will be checked to ensure it is in sellable condition.

We will refund your order within 14 working days of receipt, however we usually refund within 1 - 2 working days. Refunds processed to your card can take 3-5 working days to appear, while PayPal refunds may be visible within 1-3 working days, following receipt and processing.

Please note that if you have chosen a premium shipping method, we will only refund for the standard shipping method available with your order.

Processing Time: Please allow a reasonable processing time of 5 business days for returns after the item(s) have been received by us. During peak periods, the processing timeframe may be extended. Returned items cannot be prioritized, and we process them based on their arrival date. However, if your return falls outside of this window, please feel free to get in touch with us.

Faulty Items, Damaged Items & Items Not As Described

Your Obligations

If you have received a faulty or damaged item; or an item which is not as described, you may return it to us, at our own expense, for a full refund.

There are still some conditions which need to be met:

  1. If you have received a delivery with damaged or incorrect products, please notify us within 24 hours. Provide your order reference and comprehensive details of the affected products so that our teams can assist you promptly.
  2. Whenever possible, we recommend inspecting the goods before the courier departs and signing for them as 'damaged' if necessary.
  3. We may ask you to take a photo of the faulty or damaged item, if we feel it will help us diagnose a problem or find out what happened.
  4. After notifying us, we will then send you instructions on how to return your item and this will include a returns label, or sending a courier to collect the item, at a convenient time. It is important you are available when the courier calls, or if we provided you with a label, you need to return the items promptly.
  5. The maximum we allow for this return is 14 days from receipt.
  6. Please note that if we do not receive the return of your faulty, damaged or not as described item, we will not be able to refund you. Even though it is unusable, we still need it back.

Our Obligations

Upon receipt of your faulty, damaged or not as described order, we will refund you in full.

We will refund your order within 14 working days of receipt, however we usually refund within 1 - 2 working days. Refunds processed to your card can take 3-5 working days to appear, while PayPal refunds may be visible within 1-3 working days, following receipt and processing.

Items Experiencing a Fault During the Warranty Period

If you encounter a faulty item during the warranty period, our priority is to address the issue promptly. We strive to offer a solution that aligns with your needs, which may involve repair, replacement, or a price reduction.

Process:

  1. Initially, we will make an effort to troubleshoot any issues with the goods, or we might direct you to the manufacturer for technical support and warranty-related services.
  2. If the manufacturer is responsible for the repair or offers a helpline, repair service, or warranty form, please contact them directly. If you require assistance in locating the manufacturer or their contact details, don't hesitate to reach out to us.
  3. In cases where there is no manufacturer service associated with the product, we will typically offer a repair. If repair is not feasible, we will provide a replacement, either with the same model or an equivalent one.
  4. Before initiating repairs or sending replacements, all goods undergo testing. Please note that you will be responsible for any costs incurred if the goods are found not to be faulty or if they have not been used in accordance with the manufacturer's warranty guidelines.

Tips for Returns - Packaging Your Items Efficiently

To ensure your return is processed smoothly and you receive a full refund, please follow these packaging guidelines:

  1. Please avoid using coloured tape, as we will consider the item(s) unsellable. If necessary, only use clear tape.
  2. For larger or heavier item(s), please make use of the complimentary straps we provide to eliminate the need for clear tape entirely. Just ask our team, and we'll include them when arranging the return.
  3. Refrain from writing directly on the boxes, as this would render the item(s) unsellable. All necessary return information will be included on the return label we provide, so there's no need to write on the item(s). If you'd like to add your information for peace of mind, please write it on a piece of paper and place it inside the box, but only if the box has already been opened.
  4. Ensure all original packaging, manuals, accessories, and any free gifts are included with the return.
  5. Remove all liquids from goods before returning them.

Frequently Asked Questions

What is your returns policy?

You have 14 days from receipt of your order to inform us that you wish to return it. After notifying us, you then have a further 14 days in which to return the items to us. All returned items must be in fully sellable condition (unopened, in original packaging, with no damage).

How do I return an item?

To return an item, please visit our Contact Us page and select 'Returns' on the enquiry form. Please make sure to include your order number in your return request to help us process your return quickly and avoid any delays. We will provide you with detailed instructions on how to return your item.

Who pays for return shipping?

For unwanted or incorrectly ordered items, you are responsible for the cost of returning the items to us. For faulty, damaged, or incorrectly described items, we will cover the return shipping costs and will provide you with a returns label or arrange a courier collection.

What condition must items be in for return?

All returned items must be in fully sellable condition. This means unopened, in the original packaging, with no damage to the items or packaging. Items that have been used, opened, or damaged cannot be accepted for return. If items are not in resellable condition, we reserve the right to make deductions from the refund, starting from 50% of the item's value.

How long does it take to receive a refund?

We will refund your order within 14 working days of receipt of the returned items, however we usually process refunds within 1-2 working days. Refunds processed to your card can take 3-5 working days to appear, while PayPal refunds may be visible within 1-3 working days, following receipt and processing. Should your refund not be received within these periods, please reach out to us through our contact form or by calling 03338803399, and provide your order and refund information.

What about faulty or damaged items?

If you receive a faulty or damaged item, you may return it to us at our expense for a full refund. Please notify us within 24 hours of receiving damaged or incorrect products. We may ask you to take photos to help us diagnose the issue. We will then send you a returns label or arrange a courier collection at no cost to you.

What if an item becomes faulty during the warranty period?

If you encounter a faulty item during the warranty period, we will troubleshoot the issue or direct you to the manufacturer for technical support. If no manufacturer service is available, we will typically offer a repair or replacement. All goods undergo testing before repairs or replacements are initiated. You will be responsible for costs if goods are found not to be faulty or not used according to warranty guidelines.

Can I return items containing batteries?

Please note that it is illegal to send lithium batteries using Royal Mail. If you need to return items containing batteries, we can recommend a cost-effective courier service. Please contact us for guidance before returning items with batteries.

How long does it take to process my return?

Please allow a reasonable processing time of 5 business days for returns after the item(s) have been received by us. During peak periods, the processing timeframe may be extended. Returned items cannot be prioritized, and we process them based on their arrival date.

Ready to Return an Item?

Ready to Return an Item?
Visit our Contact Us page and select 'Returns' on the enquiry form to start the returns process. Please remember to include your order number in your return request to avoid any delays in processing. We'll provide you with detailed instructions.

If you have any questions or require further assistance, please feel free to contact us through our contact form or by calling 03338803399.

Returns Address

Kent Traders Limited
27 Oakfield Park Road
Dartford
DA1 2SR
United Kingdom