Refund Policy

We hope that you love your Kelling Home order. However, if for any reason you change your mind about an online purchase, you may return eligible items to us in accordance with the policy below.

Returns

For eligible UK online orders, you have the right to cancel your order up to and including 14 calendar days after the day you receive your goods. You do not need to give us a reason for cancelling.

If you wish to return an item:

1. Please notify us that you wish to cancel or return your order within 14 calendar days after the day you receive your goods.

2. Once you have notified us, you have a further 14 days to return the goods to us.

3. Items must be returned unused and in their original, saleable condition, with any original tags attached.

4. Please include your name and order number inside your parcel so that we can identify and process your return.

5. Unless an item is faulty, incorrect or damaged, you are responsible for the cost of returning it to us.

6. We strongly recommend obtaining proof of postage when making a return, as we cannot accept responsibility for parcels lost in transit.

7. Where you exercise your statutory right to cancel an eligible online order, you can receive a refund to your original payment method. Alternatively, if you would prefer to keep the value to spend with Kelling Home, you may choose to receive a Kelling Home credit note instead.

8. Choosing a credit note is entirely optional and does not affect your statutory right to receive a refund to your original payment method where that right applies.

9. Where required by law, we will also refund the cost of our standard delivery service. If you chose a more expensive delivery service, any amount paid above the cost of our standard delivery option will not be refunded.

10. Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you have sent the goods back to us.

11. We reserve the right to make a deduction from a refund where the value of an item has been reduced as a result of handling beyond what would reasonably be necessary to establish its nature, characteristics and suitability.

Gift cards are non-refundable, except where required by law.

Credit Notes

Where you are entitled to a refund, you may choose to receive a Kelling Home credit note instead of a refund to your original payment method.

Please let us know when arranging your return if you would prefer this option.

Choosing a credit note is entirely optional where you have a statutory right to a monetary refund.

For returns accepted by Kelling Home outside your statutory cancellation rights, we may offer a credit note rather than a monetary refund.

Returns Outside the Cancellation Period

If you wish to return an item after your statutory cancellation period has ended, please contact us before sending it back.

We understand that circumstances vary, and we may, at our discretion, agree to accept an eligible item outside the normal returns period.

Where we agree to accept such a return, we may offer a Kelling Home credit note rather than a refund to your original payment method.

Acceptance of a late return is at our discretion and is not guaranteed.

This does not affect your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.

Sale Items

Sale items purchased online have the same statutory cancellation rights as full-price items.

If you notify us that you wish to cancel an eligible online purchase within 14 calendar days after the day you receive the goods, you may return the sale item and choose either:

• a refund to your original payment method; or

• a Kelling Home credit note, if you would prefer to keep the value to spend with us.

Once you have notified us of your cancellation, you have a further 14 days to return the goods to us.

If your statutory cancellation period has passed, we may still agree to accept a sale item back at our discretion. Where we agree to such a return, we may offer a credit note rather than a monetary refund.

All returned sale items must be unused and in their original, saleable condition, with any original tags attached.

Unless the item is faulty, incorrect or damaged, the cost of returning the item to us is your responsibility.

Headboards, Beds and Made-to-Measure Items

Products that are made to your specifications or clearly personalised cannot normally be cancelled or returned simply because you have changed your mind.

This includes made-to-measure Kelling Designs/Kelling Home headboards, beds, furniture and other bespoke products where they have been made or customised specifically for you.

This exclusion does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your contract with us.

If you are unsure whether an item is made to measure or eligible for return, please contact us before ordering and we will be happy to advise you.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible so that we can help.

Where goods are faulty, incorrect or damaged in transit and you are legally entitled to a return, we will cover the reasonable cost of returning the item to us and provide the appropriate refund, repair or replacement in accordance with your statutory rights.

Please contact us before returning a faulty, damaged or incorrect item so that we can advise you on the best way to return it.

Exchanges

If you would like to exchange an eligible item, please contact us and we will be happy to help where possible.

Exchanges are subject to product availability.

Where an exchange is not possible, we can advise you of the other options available to you.

How to Notify Us of a Return or Cancellation

If you wish to cancel or return an online order, please contact us and provide:

• Your name

• Your order number

• The item or items you wish to return

• Your postcode

You can contact us at:

shop@kellinghome.com

Returns Address

Please send authorised returns to:

Returns
Kelling Home
Creake Abbey
Creake Road
North Creake
Norfolk
NR21 9LF

Please ensure that your name and order number are included inside your parcel.

International Returns

If you are returning an order from outside the UK, please contact us before sending your return so that we can advise you of the applicable process.

Unless an item is faulty, damaged, incorrect or otherwise required by applicable law, customers are responsible for the cost of returning goods to us.

Any customs charges, duties or other costs incurred when returning an item are the responsibility of the customer unless otherwise required by law.

Your Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict or otherwise affect your statutory rights.

For eligible UK distance purchases, cancellation rights are governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods are also protected by applicable UK consumer law.