Refund Policy

Cancellation

  1. You have the right to cancel your order up to 30 days following delivery. There are some exclusions to this (this is included on order confirmation):

  2. Bespoke products

  3. Pre-drilled doors

  4. Made to measure products

  5. Samples

  6. Made to order products

  7. Where goods have been dispatched to you; please see the returns section of these terms

  8. Cancelled goods will be refunded within 30 days of the cancellation including any additional charges.

  9. We reserve the right to refuse refund of any shipping charges if cancelled once dispatched. There may be a 15% restocking fee applied to all cancellations in this manner.

  10. Returns

      1. You have the right to return your order within 30 days following delivery if the product is unused, un damaged and in its original packaging, please contact customer services to arrange this. There are some products that are non-returnable:

        1. Bespoke Products

        2. Pre-drilled doors

        3. Made to Measure

        4. Samples

        5. Made to Order

        6. Used

        7. Assembled or built

        8. Lubricated, Oiled and Fuelled

        9. Modified

      2. In the unlikely event of damage or goods that have been received short, see paragraph 6 of these terms.

      3. All our products come with a 12 months’ warranty period (unless specified on the product listing), if a fault is discovered within this time you should contact us immediately to report this. We will endeavour to fix any faults over the telephone and where spare parts are required to rectify the fault these will be sent free of charge. It is within our rights to attempt one repair to fix any fault before any return is accepted. Please note there are some products that will require regular maintenance and will suffer general wear and tear, these products are exempt from returns under these circumstances as they are not a manufacturing defect. Please see below:

        1. Hinges

        2. Mechanisms

        3. Other moving parts

      4. All warranties and guarantees are non-transferrable and are only valid for the original purchaser. Installation Services Group Limited will not be responsible for any purchases from a reseller.

      5. For faulty disputes it is the onus of the customer to prove that it is a manufacturing fault. Installation Services Group Limited will not be liable for any additional costs or compensation associated with this.

      6. Returns should be sent to: Installation Services Group Limited, 6D Hawthorn Lane, Wilmslow, SK9 1AA. Please note that this address is not open all the time and therefore customers should track the delivery and make sure that we are available to accept the return. Installation Services Group Limited will not be held liable for returns that are unexpected or not received with a signature from an ISG member of staff.

      7. All returns will be inspected and if they comply with our returns terms and conditions will be refunded with 3 working days of receipt. Any returns that are not within our terms will be refused a refund and you will be charged for return shipping.

      8. For faulty and damaged returns you will be refunded all shipping costs, any other return reasons will be exempt from shipping refunds.

      9. Kitchen Design and Supply is not responsible for any return shipping costs. Any costs agreed to be refunded will be to a maximum of £10.00 in all circumstances.

      10. It is the buyers’ responsibility to return goods including all the parts and the return postage costs. It is the responsibility of the customer to ensure that the products are returned new, unused, damage free and in a resalable condition in their original packaging. If items are damaged on return they will be refused a refund and you will be charged the return shipping. It is advisable to insure your returns due to this reason.

      11. It may be possible to arrange a collection for an item however there will be a charge for this service. Please note that there is not a fixed cost for this and it should be discussed with Customer Service if available.

      12. All returns must be received within 30 days, any returns outside of this timescale may be refused and returned to the customer.

      13. Kitchen returns may be subject to a 15% restocking fee.

      14. Additional packaging for returns is not available. All products should be returned in such a way as to prevent any or further damage to the product. The onus for this is for the customer.