Returns and Right of withdrawal

Right of withdrawal 

As a private customer, you have the right to cancel the purchase agreement without justification of this decision within 14 days. The withdrawal period expires 14 days after the day that you received the last product or part of your order. If the withdrawal period expires on a Saturday or a holiday, the withdrawal period is extended until the following working day. 

The right of withdrawal does not apply in the case of the delivery of sealed goods, which when unsealed are not suitable for return due to health protection or hygiene reasons, which have been unsealed by the consumer. 

If you wish to cancel your purchase, please register here.

A digital shipping note is created which you print and simply submit to your nearest UPS representative. Remember to have with you your order number and the email address you entered on the order, as this is mandatory information needed to register your return 

Note that the return cost for the package is 6 GBP / 7 EUR.  

As a customer you have the responsibility for the return costs. It is therefore important that you note the package ID on the package that you send to us and ask for a receipt when you leave it with your UPS agent.    

In order for you to exercise your right of withdrawal in time, it is sufficient that you register that you intend to withdraw from the purchase before the withdrawal period has expired. 

If you cancel this agreement, we will reimburse to you all payments that we have received from you.

The refund will be made without undue delay, usually within 14 days of receipt of the returned item. We will use the same means of payment for the refund as you used for the initial transaction, unless you have expressly agreed otherwise.

You shall return the item to us without undue delay and in any case no later than 14 days after the date on which you notified us of your decision to withdraw from the agreement. You are deemed to have met the deadline if you return the items before the end of the 14-day period. 

You will have to pay the direct cost of returning the item. 

The cost of return: 6 GBP / 7 EUR

You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. If you have handled the goods beyond what is necessary to determine the nature, characteristics and functioning of the goods, we may make a deduction from the refund to compensate for the loss in value of the goods.

Return Policy 

If you as a private customer are not satisfied with your item, you can return it to us for a refund within 30 days from the date on which you received the last item of your order.

When returning items, you as a customer have to bear the cost of shipping the items back to us.

Note that the return cost for the package is 6 GBP / 7 EUR.  

Important things to keep in mind when returning items to us:

When you have a right of withdrawal and to return your items for a refund, you are entitled to carefully examine the product. In order to be able to return the item, it must be in its original condition and in its original packaging if such exists. The goods must be packaged well so that the items are not damaged during transport back to us. Please note that the original packaging should not be used as outer packaging. The item must be returned complete, which means that accessories, instruction manuals, product packaging, inner packaging etc. should be included in the return shipment. 

Package the item well. You as a customer are responsible for ensuring that the items arrive intact and therefore bear the risk of the product being damaged when it is shipped back to us. Use the outer packaging that the item came in, do not send it in the original packaging, as the product may be damaged. Therefore, you should not put the shipping label directly onto the product packaging/original packaging. We do not replace products that were damaged during transport back to us.

We reserve the right to carry out a depreciation of the value of the product according to the product’s potentially changed condition when we receive it. In cases where the product is custom-made for a specific customer, the exchange policy, return policy and right of withdrawal do not apply. If you want to return furniture or other bulky products, the cost may be higher depending on the volume of the product. 

Upon approved return, the return shipping cost will be deducted from your refund. Refunds are made to the account from which the payment was made within 14 days of receiving your return.

To make a return, please submit our return form, which you will find in this link.

A digital shipping note is created which you print and simply submit to your nearest UPS representative. Remember to have with you your order number and the email address you entered on the order, as this is mandatory information needed to register your return 

Note that the return cost for the package is 6 GBP / 7 EUR.  

As a customer you have the responsibility for the return costs. It is therefore important that you note the package ID on the package that you send to us and ask for a receipt when you leave it with your UPS agent.    

The right of withdrawal does not apply to business customers. 

Please note that it is important that you claim/collect your order and that you do not let the parcel return to us as undelivered. This is so as not to risk a return shipping cost of 20€ inc VAT.

We will not accept parcels sent with cash-on-delivery. 

Please note that the right of withdrawal does not apply to companies or organizations, nor to specially ordered/customized products, e.g. custom-made carpets or products produced to order. 

When making a purchase via invoice, we ask you as a customer to pay this invoice and await your refund. The alternative is to contact Klarna and ask them to extend the due date on your invoice.
If you have any questions regarding your payment, please contact Klarna Customer serivce +44 (0)808 189 3333.
As a customer, you are responsible for ensuring that the due date on the invoice has not passed. 

After you return has arrived, handling of the return and repayment will take place within 14 days.

Exchange 

Do you want to exchange your item for something else?

Return the item according to the instructions above and then place a new order on our website.

Returning incorrect items 

Contact our customer service via our contact form on the website or via email. 

Attach clear pictures of the incorrect product that you received, your order number and which item, if any, is missing from your delivery. For incorrectly sent products, Kitchentime bears the shipping cost of the return back to us.

Unclaimed parcels 

For parcels that are not claimed/collected from a postal service point, we reserve the right to invoice you as a customer for shipping costs, return shipping and handling costs, with a total of 20€ including VAT. In the case of heavy or bulky items, there is an additional cost according to the current postage rates. If you selected invoice as your payment method, it is important that you contact Klarna to avoid a reminder fee and interest on overdue payment. Invoices, if any, for unclaimed parcels are sent through our partner Klarna.