Returns Procedure

These terms refer to internet/telephone sales -

Here is a brief guide to our Returns and Refunds Policy. For a fully comprehensive list of our Terms and Conditions, please click here.

To report any problems with your order please contact our Customer Services Department at sales@katko.co.uk.

Please check all goods carefully on receipt.

FAULTY/DAMAGED GOODS - MUST BE REPORTED WITHIN 7 DAYS

When you notify us there is a problem with any goods we may request photographic evidence of the problem. Once a replacement has been agreed Customer Services will send a RETURNS FORM which needs to be completed by you.

Upon receipt of the faulty item(s), an inspection will be carried out to confirm that the fault highlighted on your returns form is correct. If a replacement has already been issued and the fault/damage is not confirmed, you will be invoiced for the replacement and the original item(s) will be returned to you.

Once the item is deemed damaged/faulty, and no replacement is to be issued a refund of the item(s) (inc. delivery cost) will be arranged.

All Cancelled orders must be reported within 7 days after receipt of the goods.

And under no condition can an order be cancelled where it is a "Special Order".

Special Orders consist of the following:

  • Any item(s) that are not standard stock items or are Bespoke (made to the customers specifications)

Goods ordered in error (unless special order items) may be returned to us providing you advise us within 7 working days of receipt, and they are returned in their original saleable condition.

Unwanted goods will incur a restocking charge of 10% of their value.

It is your responsibility to ensure that returned item(s) reach us in good condition.

"Under the Distance Selling Directive you as the customer have a duty of care for the products delivered to you whilst in your possession"

Please ensure that you return the items exactly as you have received them i.e. in the original packaging, sealed with clear tape.

If you are returning the items via a courier or postal service, please make sure that the items are in an outer box or a jiffy bag. (THERE MUST BE NO WRITING ON, OR LABELS ADHERED TO, THE ORIGINAL PACKAGING).

Where you have failed to take reasonable care of the goods, Katko UK Ltd. reserves the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss.

We do NOT accept liability for the transit of returned goods and therefore suggest that you take out carrier insurance.

CANCELLING ORDERS

To cancel an order Katko UK Ltd. must receive notice in writing and within 7 days after delivery. Katko UK Ltd. is under no legal obligation to accept cancellations after that period.

Our returns form can be obtained by contacting our customer services. Email: sales@katko.co.uk

PLEASE NOTE

  • DO NOT WRITE ON THE PRODUCT PACKAGING
  • ANY GOODS RECEIVED WITHOUT PRIOR NOTIFICATION OR A COMPLETED RETURNS FORM WILL BE REFUSED, RETURNED TO YOU AND WILL NOT BE SUBJECT TO A REFUND.
  • Goods should be returned to our warehouse. Our warehouse address is as follows:
    
 Katko UK Ltd.
 Unit 1 Blacknest Business Park, Blacknest Road, Alton, Hampshire GU34 4PX

IMPORTANT GUIDELINES

  • All goods must be checked upon receipt, and notification of any problems should be received within 7 days.
  • Delivery dates given are APPROXIMATE and subject to alteration upon product availability.
  • Katko UK Ltd. cannot be held liable for any losses due to the unexpected late arrival of any goods ordered.
  • Delivery will be made to the nearest hard road point. The delivery staff will be as helpful as possible but they will need assistance with heavy loads and we regret that they are NOT insured to carry goods up stairs. (All the delivery vans are single man operated)

PLEASE NOTE THAT WITHOUT EXCEPTION THE CUSTOMER WILL BE REQUIRED TO PROVIDE ASSISTANCE WITH THE UNLOADING OF LARGE ITEMS.

DELIVERY REFERS TO A ONE MAN GROUND FLOOR DELIVERY ONLY.