Returns, Refunds and Cancellations
REFUNDS & RETURNS
We recommend that you keep your receipt or contract order number in a safe place, as you will need it as proof of purchase in the event of any after-sales query. Your order number can be found on your original order correspondence, or dispatch note received with your delivery and on your email confirmation.
RETURNS AND CANCELLATIONS OF KITCHEN COMPONENTS
We are happy to refund kitchen components that are returned to us in an unused (or unfitted) condition and in original packaging within 30 days after receipt. You need to let us know within 14 days after receiving the item that you would like to return it. Refunds for returned items are processed within 3-5 working days of receiving your returned items and are refunded back to your original payment method. If you would like to return or cancel items, please contact us.
When posting your items back to us, it’s important you use the returns label included in your original delivery. If you no longer have your returns label, please make sure you clearly mark your parcel with your order number and full name and return to:
Mastercraft Kitchens Returns
Unit 4, 47-49 Stamford Road
NB: We can’t take responsibility for any missing or damaged parcels, so take care when returning your order to us.
Unfortunately, we’re unable to accept returns in-store for items purchased online, on the phone or ordered with our designer during a home design visit.
We are happy to exchange any items that arrive damaged or faulty providing that they have not been or attempted to have been fitted. Items that have been cut, drilled or otherwise show signs of attempted fitting cannot be exchanged.
MISSING, DAMAGED OR INCOMPLETE ORDERS
If your order arrives damaged or incomplete, please contact us immediately quoting your contract number, detailing the problem with your items.
If you don’t receive your items within 14 working days of receiving a Dispatch Confirmation email, please contact us quoting your order number, and we will open an investigation with the appropriate courier.
Unfortunately, we cannot refund items that have been damaged after arrival due to misuse, wear and tear or accidents.
CANCELLING A NON-BESPOKE FITTED KITCHEN CONTRACT
We abide by the Cancellation of Contracts made in a Consumer’s Home or Place of Work Etc. Regulations 2008 [SI 2008 1816]
You can cancel your Fitted Kitchen Contract with us (providing it is a non-bespoke order – see bespoke orders below) up to fourteen (14) calendar days after the date of order providing the contract is signed OFF our trading premises. Your cancellation must be made in writing and addressed to:
The Cancellations Dept.
1 Imperial Court,
Exchange Street East,
Alternatively, your cancellation request can be e-mailed to firstname.lastname@example.org. Any deposits paid will be refunded*. A short period of time (usually up to 30 days) will be required to establish the legality of your cancellation before any refund is issued. Once established, a refund will be issued within 3-5 working days. Your cancellation will be deemed to be served as soon as it is posted or sent to us (and this includes by electronic mail). You may also use the cancellation form provided with your contract.
*If you request us to start work immediately, payment will be due for any work undertaken, (including the cost for any administration work) before the cancellation period is up, should you cancel after this.
Once the 14 day cancellation period has expired or if this contract was signed ON the company’s trading premises then your cancellation cannot be accepted.
CANCELLING A BESPOKE FITTED KITCHEN CONTRACT
This form of contract is wholly exempted from the Cancellation of Contracts made in a Consumer’s Home or Place of Work Etc. Regulations 2008 [SI 2008 1816]
If your fitted kitchen contract is for a bespoke kitchen (made-to-measure or customised kitchen) then it does not attract cancellation rights and is exempt from the cancellation rights shown above.
We cannot accept the cancellation of this type of fitted kitchen.
CANCELLATION OF FINANCE AGREEMENTS
You may cancel any finance agreement brokered through us to help purchase your kitchen by giving a written notice of cancellation to both us and the third party creditor within the period explained within the creditor’s own terms and conditions providing that the agreement was signed off our trading premises. You will have all the rights and liabilities as set out in the Consumer Credit Act 1974.