Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility for Returns
To ensure that all customers receive high-quality products, we have specific requirements for returns. To be eligible for a return, your item must be in the same condition as when you received it - unworn or unused, with tags attached, and in its original packaging. This means the item should be free from any signs of wear or damage, and the packaging must be intact, as it was upon delivery. Additionally, you will need to provide your receipt or proof of purchase as part of the return process.
To start a return, the first step is to contact us at returns@kitchboom.com. We will guide you through the process and, if your return is accepted, we will organise everything for you at your earliest convenience. Please note that items sent back to us without first requesting a return will not be accepted, as we must first confirm eligibility.
For any questions about our return policy or process, you can always reach us at returns@kitchboom.com, and we will be happy to assist you.
All returns will be thoroughly inspected upon arrival. If the item is found to be damaged due to misuse, wear, or mishandling after delivery, the return may not be accepted, and the refund may not be processed.
Depending on your return circumstances, there may be a £3 return fee deducted from your refund to cover return shipping. This fee will not apply if the return is due to a verified defect, damage during shipping, or an error on our part.
Damages and Issues
We take great care to ensure that your order is carefully packed and arrives in perfect condition. However, we understand that occasionally items can arrive damaged or defective, or you may receive the wrong product.
To help us resolve any issues as quickly as possible, please inspect your order as soon as it arrives. If you notice any defects, damages, or incorrect items, please contact us immediately at returns@kitchboom.com. When you reach out, kindly provide details of the issue, along with photos of the damage or wrong item, and include your order number. This information will help us assess the situation quickly and determine the best course of action, whether that’s arranging a replacement, refund, or further investigation.
It is important to notify us of any issues within a reasonable time after receiving your order, so we can evaluate the situation and make it right for you as soon as possible. We are committed to ensuring that you receive the correct items in perfect condition.
Return Process Timeline
Once we receive your returned item, please allow up to 7 business days for the inspection and processing of your refund. We will notify you once your refund has been processed.
Exceptions / Non-returnable Items
Unfortunately, we cannot accept returns on sale items.
In addition to sale items, we cannot accept returns on the following non-returnable items: bespoke or personalised products, items that have been used or are not in their original packaging and clearance items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Holiday Return Period
To make your holiday shopping experience even easier, we offer an extended return period during the festive season. Any purchases made between 1st December and 31st December will be eligible for return within 30 days of receiving the item, up to 31st January.
This extended return window gives you more flexibility, especially for gift purchases, allowing the recipient ample time to decide whether to keep the item. Our standard return conditions still apply, meaning items must be unused, in their original packaging, and accompanied by proof of purchase.
If you have any questions about our holiday return policy, please don’t hesitate to contact us at returns@kitchboom.com.
Refunds
We aim to process your refund as soon as we’ve received your return.
• Debit or Credit Card Payments: Refunds will be issued to your original payment card within five days of us receiving the returned product(s). However, some payment providers may take up to 14 days to credit your account. We will email you to confirm the refund once it has been processed.
• PayPal Payments: If you paid by PayPal, your refund will be processed to the same PayPal account once we receive your return.
• Gift Card Payments: Refunds for purchases made using a gift card will be returned to a gift card.
Return Conditions for Fragile Items
For fragile items, such as glasses, please ensure the items are securely packed in their original packaging with appropriate padding to avoid damage during return shipping. We reserve the right to refuse returns that arrive damaged due to insufficient packaging.
International Tax, Charges, and Delivery Refunds
Unfortunately, we are unable to refund any taxes, duties, charges, or delivery costs you may have paid when placing your order. You will be refunded the tax-free price of the products returned.