Refund policy

If there is a problem with your order, please contact us at hello@kitchenlynx.co.uk before sending anything back. Some products are supplied from different locations, so the correct return address can vary.

Consumer orders — changed your mind?

If you are buying as a consumer — an individual acting wholly or mainly outside your trade, business, craft or profession — you normally have the right to cancel an online order within 14 days of receiving the goods, unless a legal exception applies.

To cancel, email us within that 14-day period and include your order number. Once you have told us you wish to cancel, you normally have a further 14 days to return the goods.

You may inspect the goods as you reasonably would in a shop. Please keep the product, accessories and packaging in good condition where reasonably possible. If the value of the goods has been reduced because they have been handled more than is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction from the refund.

Please do not return goods without contacting us first. We will provide the correct return instructions and address.

Return costs for change-of-mind returns

For consumer change-of-mind returns, you may be responsible for the direct cost of returning the goods where this was made clear before purchase.

Many of our products are large or heavy and may require a specialist courier or collection. Where the law requires us to tell you an expected return or collection cost before you order, we will do so. If required information was not provided before purchase, we will not charge you a return cost that the law requires us to bear.

Faulty, damaged or incorrectly described goods

Your statutory rights are not affected by this policy.

If an item is faulty, not as described or not fit for purpose, please contact us as soon as possible with your order number and details of the problem. Photos or video may help us resolve the issue quickly, but asking for them does not remove your statutory rights.

Consumers generally have a 30-day short-term right to reject faulty goods and receive a refund. After that period, you may have rights to a repair or replacement and, in some circumstances, a further refund or price reduction if the problem is not resolved.

If goods arrive damaged in transit, please let us know as soon as reasonably possible so we can investigate with the supplier or courier. Reporting transit damage promptly helps us deal with the claim, but it does not remove any statutory rights you have.

Where goods are faulty, damaged or incorrectly supplied and the law requires us to do so, we will cover reasonable return or collection costs.

Refunds

For a valid consumer cancellation, we will refund the price paid for the returned goods. If you cancel the whole order, we will also refund the standard delivery charge you paid, if any. If you chose a more expensive delivery service, we do not have to refund the additional amount above our standard delivery charge.

Refunds will be made to the original payment method. For consumer cancellations, we will process the refund within the time required by law, normally no later than 14 days after we receive the returned goods back.

Business orders

If you are purchasing wholly or mainly for your trade, business, craft or profession, the consumer 14-day cooling-off right does not apply.

Business change-of-mind returns are not automatic and must be agreed with us in advance. Whether a return can be accepted, and any collection, restocking or other reasonable costs, will depend on the product and applicable supplier or contractual terms.

If a business order is faulty, damaged, incorrectly supplied or not as described, please contact us promptly so we can investigate and arrange the appropriate remedy under the applicable contract and law.

Before returning anything

Email hello@kitchenlynx.co.uk with your order number and reason for the return. We will confirm the next steps and the correct return address or collection arrangements.

Nothing in this policy excludes or limits any statutory rights that cannot legally be excluded or limited.