Returns of Unwanted Items Within Our 14-Day Return Window
We sincerely hope that you won't need to initiate a return, but in case you do, our goal is to simplify the process for you as much as possible. Please adhere to the following guidelines for exchanges or refunds:
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 to obtain a Returns Authorisation Number (RAN).
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.
Please feel free to contact us if you have any questions or require further assistance.
Kent Traders Limited
27 Oakfield Park Road,
Tips for Returns
Packaging Your Items Efficiently
Please avoid using coloured tape, as we will consider the item(s) unsellable. If necessary, only use clear tape.
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.
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.
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.
Steps to Take If an Item Experiences a Fault During the Warranty Period
If you encounter a faulty item, 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.
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. 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.
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. 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.
What Steps Should I Take If the Items I Received Are Damaged or Incorrect?
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.
Whenever possible, we recommend inspecting the goods before the courier departs and signing for them as 'damaged' if necessary.
How Long Does It Take to Receive My Refund?
Refunds to your card may take 3-5 working days from the time they are received and processed. Refunds to PayPal may take 1-3 working days under the same conditions. If you haven't received your refund within the specified timeframe, please contact us, providing your order and refund details.