Refund & Returns Policy
Last Updated: September 2026
At K H DIY Centres, we want customers to shop with clear information about returns and refunds. This Refund & Returns Policy explains the conditions and process for returning products purchased from khdiycentres.com.
1. 30-Day Return Policy
We accept eligible returns within 30 days of receiving your order.
To be eligible for a return, the item must generally be:
- In the same condition in which it was received
- Unused and undamaged
- In its original packaging, where applicable
- Complete with accessories, manuals, parts, and other items originally supplied
- Accompanied by proof of purchase or order information
Items returned without first requesting a return may not be accepted.
2. Starting a Return
To request a return, please contact us at:
Please provide your order number, the item you wish to return, and the reason for the return.
If your return is accepted, we will provide the relevant return instructions.
Please do not send products back without receiving return instructions from us first.
3. Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, incorrect, or has missing components, contact us as soon as possible so we can review the issue and provide an appropriate solution.
We may request photographs, videos, packaging information, or other reasonable evidence to help assess the issue.
Where appropriate, the resolution may include a replacement, refund, or another remedy available under applicable law.
4. Change-of-Mind Returns
If you change your mind about an eligible purchase, you may request a return within 30 days of receiving the item.
The product should be returned unused, undamaged, and in its original condition and packaging.
For change-of-mind returns, the customer is generally responsible for the cost of returning the item.
Any applicable statutory cancellation rights remain unaffected.
5. Non-Returnable Items
Certain products may not be eligible for a change-of-mind return, particularly where they have been opened, used, personalised, or cannot reasonably be resold for hygiene or safety reasons.
Examples may include:
- Personalised or custom-made products
- Perishable products
- Certain hygiene-sensitive products once opened
- Hazardous materials or flammable products where return restrictions apply
- Products that have been used, damaged, modified, or altered after delivery
- Products missing essential parts, accessories, or packaging due to customer handling
For pet, children's, or other hygiene-sensitive products, additional return restrictions may apply once the packaging has been opened or the product has been used.
These exclusions do not limit your rights where an item is faulty, damaged, incorrectly supplied, or where applicable consumer law provides otherwise.
If you are unsure whether your item can be returned, contact us before sending it back.
6. Sale and Promotional Items
Products purchased during a sale or promotion may be returned where they otherwise meet the requirements of this policy.
Specific promotional terms may apply where clearly stated at the time of purchase.
Your applicable statutory rights are not affected.
7. Gift Cards
Gift cards are generally non-refundable and cannot be exchanged for cash, except where required by applicable law.
8. Exchanges
Where an exchange is available, please contact us first.
Depending on the circumstances and product availability, the quickest way to obtain another product may be to return the original eligible item and place a new order after the return has been accepted.
9. Refunds
Once we receive your return, we will inspect it and notify you of the outcome.
If your refund is approved, it will be issued to the original payment method used for the purchase.
Please allow additional time for your bank or payment provider to process and display the refund after it has been issued.
Processing times may vary depending on the payment provider.
10. Return Shipping Costs
For eligible change-of-mind returns, customers are generally responsible for return shipping costs.
Where a return is required because an item is confirmed to be faulty, damaged, or incorrectly supplied, we will provide appropriate return instructions and handle reasonable return costs where required.
We recommend using an appropriate tracked delivery service when returning an item.
11. Warranty Returns
Valid warranty claims may be submitted within 90 days of receiving the item, subject to the nature of the product, applicable warranty terms, and your statutory rights.
Customers may initially be required to cover the cost of returning a warranty item. Where the warranty claim is approved, reasonable return shipping costs may be reimbursed where applicable.
After the returned product has been received and inspected, an approved claim may result in:
- A refund
- Store credit
- A replacement product, where available
Approved warranty claims are generally processed within 7 business days following inspection.
Nothing in this section limits any rights or remedies available under applicable consumer law.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been dispatched, we will attempt to cancel it before shipment.
If your order has already been dispatched, you may need to wait until it arrives and then follow the applicable returns procedure.
Any statutory cancellation rights available to you remain unaffected.
13. Refund Delays
After a refund has been issued, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
If you have received confirmation that a refund was issued but have not received the funds after a reasonable period, please contact your payment provider first and then contact us if further assistance is required.
14. Your Consumer Rights
This Refund & Returns Policy is intended to operate alongside your rights under applicable UK consumer law.
Nothing in this policy is intended to exclude, restrict, or otherwise affect any statutory rights or remedies that cannot legally be excluded.
15. Contact Us
For questions about returns, refunds, damaged products, or an existing return request, please contact:
K H DIY Centres
69-71 Brudenell Grove
Leeds LS6 1HR
United Kingdom
Email: contact@khdiycentres.com
Phone: +44 11 3274 6986
Website: khdiycentres.com