Delivery & Returns

Full Returns Policy

This Returns Policy applies to purchases made through The Kitchen Pendant Company website. It does not affect your statutory rights.

Please read this policy before requesting a return. To help us identify and process your return correctly, please contact us before sending any goods back.

All return, cancellation and exchange requests must be made by email to:

hello@kitchenpendantcompany.co.uk

Please include your order number and details of the item or items concerned. We cannot authorise return requests made through social media, telephone or live chat.

Change-of-mind returns

You may cancel your order and request a return within 14 days of receiving your goods, without providing a reason.

After notifying us that you wish to cancel, you must return the goods within a further 14 days. We will provide a return authorisation number and the relevant return instructions.

If an order contains multiple items delivered separately, the cancellation period begins when you receive the final item from that order.

Please check your inbox and spam or junk folders after contacting us, as it is your responsibility to follow the return instructions within the applicable return period.

Condition of returned items

You may inspect an item in the same way that you reasonably could in a shop. However, the item must not be installed, hardwired, modified or used beyond what is necessary to establish its nature, characteristics and suitability.

Please return the item with:

• All original components, fixings and accessories

• Any instructions or documentation supplied

• The original product packaging, wherever possible

• Any protective mouldings and packaging materials

• The outer delivery box or shipping packaging, where supplied

Please do not place courier labels, parcel tape, electrical tape, writing or other markings directly onto the product’s retail box. The product box should be placed inside a suitable outer shipping box or protective shipping bag.

If an item was delivered on a pallet, please contact us before arranging its return. It must be returned using an appropriate pallet-delivery service.

You are responsible for taking reasonable care of the goods while they are in your possession. We may make a reasonable deduction from the refund if the item’s value has been reduced because it has been handled, installed, used, damaged or packaged beyond what would reasonably be permitted when examining it in a shop.

Missing or damaged packaging will not automatically remove your right to cancel. However, a deduction may be made where inadequate packaging, excessive handling or damage has reduced the item’s value.

Items that cannot be returned for a change of mind

Unless faulty or not as described, the right to cancel may not apply to:

• Products made to your individual specifications

• Clearly personalised or bespoke products

• Any other item excluded from cancellation rights by law

Any relevant exclusion will be identified on the product page or communicated before the order is placed.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

Damaged, faulty, incorrect or missing items

Please inspect all items carefully as soon as possible after delivery and before arranging installation or disposing of any packaging.

We ask that visible transit damage, breakages, cosmetic issues, incorrect items or missing parts are reported within five days of delivery. Reporting these issues promptly allows us to investigate them with the courier or supplier more effectively.

Failure to report an issue within five days does not remove any statutory rights you may have.

Please email hello@kitchenpendantcompany.co.uk with:

• Your order number

• A description of the issue

• A clear photograph of the affected area

• A photograph showing the complete item

• Photographs of the product and outer packaging where transit damage is suspected

We may request further photographs or information if the problem is not clear.

Please retain the item and all packaging until we have confirmed what to do. Do not dispose of a damaged or faulty item unless we have expressly authorised you to do so.

Depending on the circumstances, we may offer replacement parts, a repair, an exchange, a replacement product or a refund. Any remedy offered will be consistent with your statutory rights.

Where a missing or replacement part can resolve the issue, we may offer to send the appropriate part. We may ask for a faulty part to be returned in exchange. Please do not dispose of any part unless we have told you that this is permitted.

Product characteristics and minor variations

Some glass, crystal, ceramic and handmade products may contain small variations resulting from the manufacturing process. These can include minor air bubbles, slight differences in finish, colour or texture, and unfinished areas on internal or concealed surfaces.

These characteristics are not necessarily manufacturing faults and will be assessed individually, taking account of the product description, photographs and how the item appears when installed and viewed normally.

Checking products before installation

All products, including their finish, glass, components and fixings, must be checked before installation begins.

Lighting should be installed by a suitably qualified person in accordance with the supplied instructions and applicable electrical regulations.

Installing or modifying an item may reduce its value and can affect a change-of-mind return. However, this does not remove your statutory rights where a product is inherently faulty.

The Kitchen Pendant Company is not responsible for faults or damage caused by incorrect installation, misuse, unsuitable electrical systems or unauthorised modifications.

We do not provide an installation service. Please contact us before incurring removal, reinstallation or electrician costs in connection with a suspected fault. Nothing in this policy excludes liability that cannot lawfully be excluded.

Faults arising after installation

If a product develops a fault, please contact hello@kitchenpendantcompany.co.uk with your order number, photographs or video of the issue, and details of the installation.

We may need to carry out reasonable checks or obtain information from the manufacturer before confirming the appropriate remedy.

Manufacturer warranties are provided in addition to, and do not replace, your statutory consumer rights.

If an inspection confirms that no product fault exists, or that the issue was caused by incorrect installation, accidental damage, misuse or modification, you may be responsible for reasonable collection, inspection or redelivery costs. We will explain any applicable charge before proceeding wherever reasonably possible.

Returning a faulty, damaged or incorrect item

Where we agree that an item needs to be returned because it is faulty, damaged or incorrect, we will provide an appropriate return method at no cost to you. This may be an Evri drop-off label, a DPD collection or another suitable service.

The item must be securely repacked with all components and the original packaging where available. Remove or cover the original delivery label before handing the parcel to the courier.

It is your responsibility to ensure that the correct item is packaged and handed to the courier.

If a pre-arranged collection cannot take place because the goods are unavailable, incorrectly packaged or the wrong item is handed over, you may be responsible for the reasonable direct cost of arranging another collection.

Returning an unwanted item

You are responsible for arranging and paying the return-delivery cost for an item being returned because you have changed your mind.

Once we have issued your return authorisation number, send the parcel to:

The Kitchen Pendant Company
82 Bank Street
Mexborough
S64 9LG
United Kingdom

Please do not send goods back to the manufacturer and do not return anything without first contacting us.

Your return authorisation number should be clearly shown on or inside the outer shipping packaging. Do not write it directly on the product’s retail box.

We strongly recommend using a tracked and adequately insured delivery service, particularly for items valued over £100. Please retain your proof of postage until your return and refund have been confirmed.

You are responsible for the goods until they are delivered to us when using a return service arranged independently by you. We cannot accept responsibility for items lost or damaged by a courier selected by the customer. Any claim for loss or damage must be made directly with that courier.

Refunds

We will inspect returned goods after they arrive.

Approved refunds will be made to the original payment method within 14 days of receiving the goods back or, where applicable, receiving satisfactory evidence that they have been returned.

Your bank or payment provider may take additional time to display the refund after it has been processed.

For an eligible cancellation of the complete order, we will also refund the basic standard outbound delivery charge paid when placing the order. If you selected an enhanced or express service, we are not required to refund the additional amount paid above the cost of standard delivery.

The original delivery charge will not normally be refunded when only part of an order is returned.

No restocking or administration fee will be charged for exercising your statutory right to cancel. However, we may make a reasonable deduction where the value of the goods has been reduced by excessive handling, installation, use, damage, missing components or inadequate return packaging.

Exchanges

If you would prefer an exchange, please email hello@kitchenpendantcompany.co.uk.

Exchanges are subject to availability. Unless the item supplied was faulty, damaged or incorrect, you will be responsible for the cost of returning the original item and any applicable delivery charge for the replacement.

A replacement will normally be dispatched after the returned item has been received and inspected.

If the requested replacement is unavailable, we will contact you to discuss an alternative or issue the appropriate refund.

Cancelling or amending an order before dispatch

If you need to cancel or amend an order, please email hello@kitchenpendantcompany.co.uk as soon as possible.

Although we will try to help, orders can enter processing quickly and we cannot guarantee that an amendment, address change or cancellation can be completed before dispatch.

If the order has already been dispatched, it will need to be dealt with under the return provisions in this policy.

Please check all products, quantities, contact details and the complete delivery address, including the postcode, before completing checkout.

Refused and undeliverable parcels

Please monitor the tracking information supplied by the courier and rearrange delivery or select an available collection point if the proposed delivery is unsuitable.

If an order is returned to us because:

• An incorrect or incomplete delivery address was supplied

• Delivery attempts were unsuccessful

• The parcel was refused

• The parcel was not collected from a collection point within the courier’s stated period

• The customer requested that a dispatched parcel be recalled

we will contact you after the parcel has returned to us.

Where you have exercised your right to cancel, the applicable refund will be processed in accordance with this policy. Any direct return cost for which you are legally responsible may be deducted from the refund. We will not impose an arbitrary administration or restocking fee.

If you want the order to be sent again, an additional delivery charge may apply.

Safe-place and neighbour delivery instructions

If you expressly instruct the courier to leave your parcel in a nominated safe place or with a specified neighbour, delivery may be treated as completed when the parcel has been left in accordance with those instructions.

Please choose a location that is secure, sheltered and appropriate for the size and value of the order.

If a courier fails to follow your instructions or you believe a parcel has been lost, stolen or delivered incorrectly, contact us promptly so that we can investigate. Each claim will be assessed according to the circumstances and your statutory rights.

Delivery disputes

If a delivery is disputed, we may ask you to provide information reasonably required by the courier to investigate the delivery.

This might include confirmation that the parcel has not been received, photographs of the property or a response to an email from the courier. Please provide requested information within the stated timeframe, as failure to cooperate may prevent or delay the courier’s investigation.

We will review the outcome and provide the appropriate resolution in accordance with your statutory rights.

Contacting us

For all returns, cancellations, exchanges, faults, delivery issues and refund enquiries, email:

hello@kitchenpendantcompany.co.uk

Please include your order number so that we can assist you efficiently. We aim to respond within 24–48 working hours, Monday to Friday. Our inbox is not routinely monitored during weekends or bank holidays.