Returns Policy
If you are not entirely satisfied with your purchase, we are here to help.
Right to cancel
If you are not fully satisfied with your purchase, for whatever reason, you have the right to cancel this contract up to 14 days from the date of delivery to notify us via our at info@krafters.co.uk. Once you have received your approval and your return code, your item must be received into our warehouse within 30 days of your initial delivery.
Items must be in their original packaging and in a re-saleable condition. Once received back at our returns depot and inspected, a refund will be issued in due course. The purchaser is responsible for arranging return shipping and all associated fees. We advise using a shipping service that provides tracking, and shipping insurance to the value of the shipment (retail price) for the items being returned to ensure we receive your returned item.
Items that are bespoke, customised or made to order cannot be returned.
Please note: Some of our products are made using natural or reclaimed materials, and may therefore vary in terms of colour finish and finish compared to how they appear in pictures. Due to the nature of our products, natural imperfections such as knots and grains in wood cannot be considered as defects.
Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.
Effects of cancellation
If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than –
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
To return a product to us
Please make sure that the product was received by you in the last 14 days.
Send an email to info@krafters.co.uk
Your email should have the following information so that we can process a return.
- Your name
- Order reference number
- Your Address
- Email address
- Contact number
- Date of purchase
- Date the goods were received by you
- If you originally ordered multiple items, which do you want to return?
- Reason for return
- Pictures of item if it arrived damaged
When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.
Sending a return back to us
Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price).
Damaged or faulty items received by you
In the unfortunate experience of an item arriving damaged, please report within 24 hours of delivery. Outside of this period damages will be deemed to have happened after the delivery event. We encourage our customers to check items in the presence of the delivery driver before you signing for the delivery. Send items back with the driver if in the rare event you are unsatisfied due to damage. To return a damaged item, please get in touch with us at info@krafters.co.uk
Sale items
Sale items can be returned or refunded.
Contact us
If you have any questions about our Returns and Refunds Policy, please contact us:
- By phone: 0208 123 4469
- By email: info@krafters.co.uk
