Here at Kilner®, we try our best to ensure our products reach you in perfect condition. However, due to the nature of the products we understand breakages can occur. If products have arrived broken or faulty, you must contact our claims team within 48 hours of receipt either by email at email@example.com or call us on 0151 486 1888. We will then be able to either refund you the price of the product or send you out a replacement free of charge.
Please note: you must provide photographic evidence of fault or breakage.
If you decide you would like a refund, we will refund you the full price of the item(s) including your delivery fee if everything you purchased was damaged (If only one of multiple items delivered was broken, postage will not be refunded).
If you decide to you would like a replacement, we will send this out to you within 3 days of us confirming the faulty/broken item(s) and delivery will be free of charge.
Any returns costs of broken or faulty item(s) will be paid for by us, however you must contact us before sending any items back.
You have a 14 day cooling off period in which you can decide whether you would like to keep your item(s). If you choose to return an item(s), please email us at firstname.lastname@example.org to let us know before you send your item(s) back using the DPD label provided.
All item(s) must be returned to us within 14 days reciept. They must be unused, in the same condition that you received them and in their original packaging. We reserve the right to refuse providing you with a refund if the item(s) are not returned to us in an acceptable condition or arrive at our warehouse damaged or broken. It is your responsbility to ensure the item(s) are packaged well and do not break in transit back to our warehouse.
You will be responsible for the cost of returning your item(s) which is £4.50 for returns from mainland UK and £6.95 for Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands and Scilly Isles (check the postcodes which are included in higher delivery fees on our Delivery Page). The cost of return shipping will be deducted from your refund. If the item is faulty or broken, there will be no charge for return shipping.
Once we have received the goods, we will refund your credit or debit card within 14 days. Refunds will be made to the same payment method you used to make the purchase. The cost of return delivery will be deducted from the amount that is being refunded. Original delivery fees will not be refunded.
You must return your item using the DPD returns label which will be provided within your parcel or using any other arrangement agreed with us in advance.
If you live in a postcode without a DPD pickup shops, please contact us at email@example.com to organise your return. To see postcodes without DPD pick up shops visit our Delivery Page under the heading Standard Delivery for Northern Ireland, Channel Islands, Scottish Highland & Islands and Rural.
How to send your item(s) back using our DPD label:
Step 1: Complete the returns form that was included with your order.
Step 2: Attach the pre-printed DPD returns label to the outside of your parcel.
Step 3: Visit http://www.dpd.co.uk/apps/shopfinder/ to find your nearest DPD pickup point*
Step 4: Drop off at your nearest DPD pickup point where you will be given a receipt card so that you can track your parcel.