Delivery / Claims / Returns
We will endeavour to ship all orders with 48 working hours (2 working days) of your order. Products are subject to availability and delays may sometimes occur that are outside of our control. Any dates specified for delivery are therefore approximate only. If delivery is delayed for more than 21 days, you have the right to contact us and refuse to accept the Products. In these circumstances, we will refund any money paid by you for those Products and any delivery monies you have been charged. However, we will not be responsible for any other losses, costs, damages or charges that you may suffer if we delay in supplying or do not supply those Products.
Note on Failed Delivery Attempts: Ordinarily, goods are delivered during normal working hours (9:30 am - 5:30 pm). If you provide a delivery address, to which the goods cannot be delivered during normal working hours, then the goods/parcel may be returned to us (normally after at least two failed delivery attempts) by the courier/postal service. If this happens, you will be responsible for all shipping charges required to resend the item the second time. If for whatever reason you decide not to have the goods re-shipped, then you will be entitled to a refund of the cost price of the goods, but you will not be entitled to a refund of the initial shipping costs for the item.
RETURNS / CLAIMS / SWAPS
OUR 'NO HASSLE' RETURNS PROCESS
As a small family business, customer satisfaction is a cornerstone of our business. We want you to be comfortable with every aspect of your experience purchasing from us and we will make every effort to ensure you are a happy customer. If the goods are faulty, please contact our customer service team and we will work to quickly replace the faulty item(s) for you. If you are not 100% satisfied with your purchase, or you have ordered the wrong item, you can return your order to Kelly Kettle Company for a full refund or swap.
Note: Please take care to package the item(s) carefully. All Returns must be received back in perfect condition:
If you have purchased your Kelly Kettle product through a retail store, please do not send your purchase back to the store. Contact us directly and we will look after any issue for you. If you return goods that have been used or damaged we will be unable to provide a refund.Returns should be made within 30 days of receipt. So, if for whatever reason you're not happy with your purchase, please contact our excellent customer service team (via email / telephone / Contact Us page on our site) who will be happy to help you through the returns process. We are available 5 days a week (09:30 - 14:30) to assist you!
If the parcel is visibly damaged upon delivery, DO NOT SIGN FOR THE ORDER. If upon opening the parcel the purchased product is damaged, please follow the steps outlined to take advantage of our 30 day 'no hassle' returns policy.SWAPS
We appreciate that it is sometimes difficult to know which Kettle or Kit is the correct one for you or your loved ones needs. So, if the kettle is the wrong size for you, we can arrange a Swap no problem. Standard return instructions apply in that the item must be unused, etc. Items purchased in October/November as Christmas Gifts etc, can still be swapped in January. Don't worry about the 30 day period when looking to swap a new, unused kettle for another ;-)
Kelly Kettle Company do not cover the cost of return postage.
Shipping is very expensive and 'Free Shipping' does not exist. Someone must pay! A small number of people believe they are 'entitled' to 'Free Return' shipping. So let us try and explain it this way ....... You are in a Restaurant/Bar having fun with friends. During the evening you call a Taxi to bring you home. Safely arrived home, you thank the driver and pay them for their service. But once home an hour or so, you change your mind and decide that you would like to return to the Restaurant/Bar to carry on the party. Great idea! So you call the Taxi Driver again, explain that you have changed your mind and ask they they come pick you up and bring you back to the Restaurant/Bar - for free! Try it and see how it works out for you!
Hence, we do not offer 'Free Returns'. The Taxi driver needs to be paid.
Once your return is received and inspected by the fulfilment centre (usually within 72 hours of receipt), we will work to expedite your refund as soon as possible, this could take up to 7 days depending on your original method of payment. Kelly Kettle Company will refund the full purchase price of the returned item(s) excluding postage.
If you have any questions, contact us on UK: 020 33931136 Ireland: 096 54105 Europe: 00353 9654105