Refund policy
Refund Policy
If the unfortunate event of your goods arriving damaged you must firstly refuse delivery if the packaging seems damaged.
Contact us as soon as you open the package and take photographic evidence of:
- Each damaged item;
- All the damaged items together;
- The packaging box with the delivery label clearly visible
This will ensure a fair, accurate and successful claim.
Keep a note of your order number and email us on info@ktfoods.co.uk with as much information as possible. This must be done with 24hours of you receiving your parcel due to the item being highly perishable.
Once you have done this you will be requested to return the items back to us at the following address: Unit 6, Lythalls Lane Industrial Estate, Coventry, CV6 6FL. We shall reimburse the packaging once a claim is successful.
It is your responsibility to return damaged items for us to investigate.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like food items and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Delayed Orders
Unfortunately we cannot provide a refund if your order has been delayed in transit. If your order is time critical then please order with plenty of time in advance. If you are not sure or have concerns regarding delivery times then please look at our shipping policy or contact us at info@ktfoods.co.uk
Lost in Transit
If in the unfortunate event your order is lost in transit, you must wait at least 10 working days from the date of dispatch before making a claim. After 10 working days have passed, if you still have not received your package then please contact us immediately at info@ktfoods.co.uk to sort your refund claim. Please make sure to include your delivery address and order number in the email.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ktfoods.co.uk.