Refund policy

KitchenLynx Ltd is the retailer and seller of record for purchases made through kitchenlynx.co.uk. KitchenLynx handles all cancellation, return, refund, damage and complaint enquiries, even where an item was dispatched directly by a selected supplier.

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.

Changed your mind?

We offer a 14-day return request period on eligible orders. If you change your mind, contact KitchenLynx within 14 days of receiving your order and include your order number.

Do not send goods back until KitchenLynx has confirmed the return instructions and correct return address. Products may be dispatched from different supplier locations, so the return address can vary.

Change-of-mind returns

Goods should be unused and kept with their accessories, manuals and original packaging where reasonably possible. Unless goods are faulty, damaged, incorrectly supplied, or the law requires otherwise, the customer is responsible for the direct cost of returning them.

Commercial catering equipment can be large or heavy and may require specialist courier or collection services, so return costs can be significant.

Some goods may be excluded from change-of-mind returns where a legal exception applies. KitchenLynx must confirm eligibility and return arrangements before goods are returned.

Exchanges

We do not offer change-of-mind exchanges. Eligible returns are handled as returns and refunds under this policy. If you would like a different item, please place a new order. This does not affect any statutory right to a repair or replacement for faulty goods.

Consumer rights

If the purchaser is legally a consumer, this policy does not reduce their statutory rights. For most online purchases, consumers have a legal right to cancel within 14 days of receiving the goods unless an exception applies, and normally have a further 14 days after cancellation to return them. Where consumer law provides greater rights than this policy, those rights apply.

You may inspect the goods as you reasonably would in a shop. 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 where permitted by law.

Faulty, damaged or incorrectly supplied goods

These are handled separately from change-of-mind returns. Customers should contact KitchenLynx as soon as reasonably possible. KitchenLynx will provide the appropriate remedy and cover reasonable return or collection costs where legally or contractually required.

If an item is faulty, not as described or not fit for purpose, please contact us 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, consumers 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.

Refunds

Approved refunds go to the original payment method. Consumer refunds must follow legally required timescales.

Where applicable to a valid consumer cancellation of the whole order, standard outbound delivery charges are refunded. If a more expensive delivery service was chosen, the additional amount above the standard service does not have to be refunded.

Before returning anything

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

Do not return goods directly to Adexa, MonsterShop or another supplier or manufacturer unless KitchenLynx specifically instructs you to do so.

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