Our Newsletter


Returns

Returns Policy

We hope that you will be pleased with your purchases from Kaine & Rawson Ltd and that products arrive in perfect condition and that it never develops a fault. But however there may be occasions when you will need to return an items to us.

ITEMS DAMAGED IN TRANSIT

If any items were damaged in transit, we ask that you report this to us within 7 working days from receipt of the goods. If the items are visibly damaged on receipt, we ask that you contact Kaine & Rawson on 01200 423 444  to discuss the best cause of action for us to remedy the situation.

If you require to return the product to us please see the instructions below.

 

ITEMS FAULTY ON ARRIVAL

If your items are faulty on arrival, i.e. the packaging is intact but the product does not work or the damage is not visible until the item have been unpacked, you have 7 working days in which to inform us of the fault. This should be done using our online support Form found in the Contact us section on the homepage of the website. Please note that if this is not reported in the said time then this may jeopardise your rights cancel for full refund.

Once we have verified the fault, we'll either issue a replacement or full refund to you via your original payment method.

We check returned items, and if a returned item is found not to be faulty by our technicians we will either return the item to you or deduct the delivery and collection cost's from your refund.

Items should be returned in their original packaging complete with all accessories and documentation.

 

ITEMS FAULTY IN WARRANTY PERIOD

If any of your purchases develop a fault, and it's more than 7 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or replacement (This will depend on the individual manufacturers procedures ).

To action this we ask that you fill our Online support form detailing the full nature of the problem.

IF YOU CHANGE YOUR MIND

If you have simply changed your mind about any item ordered ( this excludeds special made to measure items) and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 working days of receipt.

The item must not be used and must be 'as new' in its original packaging when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense (if you would like us to do this for you there is a minimum charge of £45 depending on the item(s) ordered.

Once the item is received at Kaine & Rawson Ltd , we'll issue a full refund for the product to your original payment method.

NEED TO RETURN YOUR ITEM

You can request a return using our easy to use, online support form which is accessed via the contact us section of the website. We ask that you provide full details of the reason for returning the item. Before filling this form in we would ask that you read the our terms and conditions and the rest of this page.
All Returns:

For a full refund to be made, all returned items must be in a 'Saleable' condition. For example an item being returned as not required should still be in its original packaging and any sealed containers should still be sealed with all wrappings still intact. Goods being returned as not required should not have been used. For faulty items the original packaging materials should be used to protect the item from any further damage during return transit, additinal damage caused by inadequate packaging will result in a charge being deducted from any refund due, to the value of correcting said damage.

 

RETURNING A FAULTY ITEM

Please follow these steps to ensure your return is dealt with swiftly:
Notes:

1. Please give a brief description of the fault and the email should contain the full name of the person who placed the original order along with the address. We will then email you confirming receipt of your email.
2.Once a member of Kaine & Rawson Ltd has processed your return, you will receive details on how to return the item for replacement/refund. Please follow all the steps to ensure your return is dealt with quickly and effectively. 3.When sending your product(s) back to us, it is crucial that you place the items back in their original packaging. Please note that the packaging must be sealed to avoid any further damage.
4. Once your item is received back and the necessary checks have been done, we will email you to update you regarding the refund/replacement to be issued.

 

RETURNING A NON FAULTY ITEM


1.Please ensure that the item is unused, in its original condition and you contact us within 7 calendar days of delivery.
2.Please note that no refund/replacement can be issued if the item has been used in any way. The item should be returned in the same condition which it was delivered including all accessories and wrappings/seals intact. Mattresses that have been slept on cannot be returned.
3.If the item is as stated above (in pristine condition), then kindly email us with a brief description of why you would like to return the item and confirm that the item is in the condition described above.
4.This email should contain the full name of the person who placed the original order along with the address. You will then receive an email confirming receipt of your email and instructions on how to organise the goods to be either collected or instructions on where to send the goods.

Important Information
If the error is on our part e.g. wrong item dispatched, you will incure NO extra charges and we will be responsible for correcting the item