Returns & Refunds Policy

Last updated: 16th September 2025

Personalised & Handmade Items

• All our products are handmade to order, and many include personalised engraving or options.
• For this reason, personalised items are non-refundable and cannot be exchanged, unless they arrive faulty or damaged.

Faulty or Damaged Goods

• If your item arrives faulty, damaged, or incorrect, please contact us within 14 days of delivery.
• We may ask for photographs to help us assess the issue quickly.
• Where possible, we will offer a replacement. If a replacement is not suitable, a full refund will be provided.

Non-Personalised Products

• For non-personalised items, you have the right to cancel or return your order within 14 days of delivery in line with UK Consumer Contracts Regulations.
• Items must be unused and in their original condition.
• Return postage is the responsibility of the customer unless the item is faulty.

Sale Items

• Sale or discounted items can still be returned or refunded if they are faulty.
• If not faulty, sale items are non-refundable unless required by law.

How to Request a Return

To start a return, please email us at hello@kmpjoinery.com with:

• Your order number
• The item(s) you’d like to return
• The reason for your return (e.g. faulty, damaged, unwanted non-personalised item)

We’ll confirm whether your order is eligible under our Returns Policy and provide next steps, including return address details if required.

Please do not return items without contacting us first — we can’t guarantee a refund if we cannot match the return to your order.

Shipping Items Back to Us

• Customers are responsible for return postage costs unless the item is faulty.
• We strongly recommend using tracked shipping for returns, as we cannot be held responsible for items that are lost in transit.
• Please package items securely to avoid damage during return, ee cannot guarantee a refund for items that are returned to us damaged.

Refunds

• Refunds are issued back to your original payment method within 5–7 working days once approved.
• Please note: original delivery costs are non-refundable unless the item was faulty or incorrect.

Late or Missing Refunds

If you have not received your refund after 10 working days:

1. First, check your bank account again.
2. Then contact your card provider or bank — sometimes refunds take extra time to appear.
3. If you’ve done this and still have not received your refund, please contact us at hello@kmpjoinery.com and we’ll investigate.