Returns Info

Order Cancellation

Before Despatch

As stated in our Terms and Conditions, all orders placed by you are subject to acceptance by us. We have accepted your order when we send you an email confirming that your order has been despatched. At this point a legally binding contract is formed between you and us.

If you wish to cancel your order and you have not yet received an email from us confirming that your order has been despatched; we will cancel your order. We are unable to cancel orders for goods that are made to order or clearly personalised if we have already placed the order with the supplier.

To cancel your order, please inform us of your decision by contacting us here. We will need your order number which is provided in the email that we send you confirming that your order has been accepted. If you have an online account, you can also see your order number under the ‘Orders’ section.

After Despatch

You have the right to cancel and return the goods you have ordered by giving us notice of cancellation within 14 days of the date you received delivery of the goods. If your order has multiple delivery shipments, the 14 day cancellation period starts from the date you receive delivery of the last shipment.

If your order has been despatched but you have not yet received the goods, you may need to take delivery of the goods before you can cancel your order.

Your right to cancel does not apply to:

• Goods that are made to order or clearly personalised
• Goods that are not suitable for return due to health protection or hygiene reasons (for example, face masks) if you have opened the product packaging after delivery
• Click & Collect orders

You will lose your right to cancel once the 14 day cancellation period expires. This does not affect your rights if the goods are faulty or incorrect (see below for details).

To exercise your right to cancel your order, you must inform us of your decision by contacting us here. If you are cancelling due to the goods being faulty or incorrect, please inform us of this at the time.

Click & Collect orders

If you wish to cancel your Click & Collect order before you collect it, please notify us by contacting us here. If you do not collect your goods within 2 business days then your order will be automatically cancelled.

Faulty Goods

If your goods have arrived damaged, let us know as soon as possible by emailing pictures of the damaged goods, the damaged parcel packaging (both internal and external views) and the courier label to sales@kelvinpowertools.com.

If you notify us of a fault with the goods within 30 days of the delivery or collection date, you have the right to reject the goods and receive a full refund or replacement (once it has been established that the goods are genuinely faulty).

If you notify us of a fault with the goods after 30 days of the delivery or collection date and up to 6 months after, we will (at our discretion) offer a repair or replacement of the goods. If the goods are to be repaired and the manufacturer has provided a helpline, repair service or warranty; we may ask you to make direct contact with the manufacturer. If there is no such service or warranty with the goods, we will (at our discretion) offer a repair or replacement of the goods.

Returns

For order cancellations where you have received the goods; you must return them to us in a resaleable condition in their original packaging with all components (including promotional items like free gifts) within 14 days of the date of cancellation at your cost.

All returns should be sent to us here:

Kelvin Power Tools
22 Kelvin Avenue
Hillington Park
Glasgow
Scotland
G52 4LT

Please provide the following information in the package along with the goods:

• Your name
• Your telephone number and email address
• Your order number or invoice number
• The reason why you are returning the goods, e.g. they are faulty

This information is required in order to process your return.

We strongly recommend that you use a reputable delivery service, get a receipt for the consignment and properly package all items to keep them protected whilst shipping.

If goods are being returned because they are faulty or incorrect, we will cover the delivery costs and we will choose the delivery method.

Refunds

Where we have established that a refund is due, we will refund you the price you paid for the goods. We will only refund delivery charges if the goods are faulty or incorrect.

We will only pay the refund after:

• You have notified us to cancel your order, where you have not received the goods; or
• We receive the goods you returned to us, where you are in receipt of the goods

We reserve the right to withhold the refund until we have received the goods you returned to us.

We will refund you using the same method of payment you used to pay for your order. Refunds to card and PayPal usually take 3-5 working days. If you have not received your refund after 5 working days, please contact us here. For a cash refund over £300, please allow 2-3 working days.

We reserve the right to make a deduction from the refund amount to cover any loss in value of the returned goods where they show signs of unreasonable use and/or are not in a resaleable condition.

If you claim that goods are faulty and no fault is found, we reserve the right to make a deduction from the refund amount to cover the return carriage cost and any labour costs to inspect and test the goods.