Return An Item
What is your returns policy?
At KES we want you to be happy with your purchase. If for any reason you’re not totally satisfied you can return your goods within 30 days of delivery for an exchange or a refund. You must inform us of your intent to return within 14 days of receiving the goods. After this 14 day period you will have another 76 days to return the product. You will be responsible for the cost of returning the item.
Please ensure that you are ordering precisely what you require to avoid any unnecessary expense at a later date. If the goods ordered are not what you receive then please advise us by email on the day of delivery.
Returns are on condition that the products are returned in their original packaging, in perfect condition and have not been installed. They must also be in their original inner and outer packaging. Note that this policy does not apply to items that are:
- Made to order
- Special order
- Goods that are sealed or shrink wrapped and that have been removed can only be returned if they are defective and previously agreed by email.
Prior to installing goods, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer's instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced electricians to install our lighting and carpenters for furniture.
What happens if my order is damaged on arrival?
In the rare event that your order arrives in a damaged condition please contact us by email at [email protected] within 48 hours of it being delivered to you. We also ask that you email us photos of the damage and the packaging.
Note that if the steps above are not taken then we will not be able to investigate the issue.
Once KES has received the returned item we will inspect and then a repair or replacement will be arranged where possible.
Failure to notify us within 48 hours of a damaged product could mean we have to charge for a replacement.
Faulty on arrival?
Faults are where the product is not fit for its intended purpose (if your item is damaged on delivery, please refer to the damaged section)
Should your product be found to be faulty please email us at [email protected] with a description of the fault and some photos. Please note that without these details we will not be able to investigate the issue.
KES will not cover the installation costs of a faulty product.
How do I return goods?
Fill out the returns form here and email us at [email protected] One of our customer service team will assist you with your return.
KES will confirm receipt of the cancellation or return notification, and in the event of a return will issue you with a returns number. We will not accept returns unless we have first been notified and have issued a returns number. This number should be included with your returns on a separate piece of paper, including your order number and name. This should not be written on any part of the original packaging.
Returns are on condition that the products are returned in perfect condition and returned in original packaging with all contents, screws, instructions, etc included. Fittings that do not meet these conditions will not be refunded. Please return your item with care, to ensure the product reaches us without damage.
Please do not write on the outer box or use brown packaging tape; Doing so will incur a reboxing fee of 10% of the value of the item. This fee will be deducted from your refund.
Please apply your courier label to the external box with clear sellotape – do not write on the box. Do not use brown sellotape to re-seal boxes.
KES will not issue refunds for items lost or stolen in transit back to our warehouse. For this reason we advise using a trackable courier service.
How long do refunds take?
Refunds will be processed within 14 working days of receipt of the item. KES will notify you by email when this process has been completed. Typically, you will see the funds in your account with 7-10 working days post notification of the refund process being completed.
Still have questions?
Feel free to reach out to the team at [email protected]