Returns at Kituout

We hope that you will be 100% satisfied with your item and there will be no need to return it. However, if there is, we want to make this process as quick and simple for you as we can. Every return must be authorised by a member of our team, so please make sure you contact us via phone or email before attempting to do so.

Unwanted Goods:

We offer a 14 day return policy. Once you inform a member of our team, you can then return the order within 14 days of receiving the goods. This is under the following conditions:

  • The item must be unused and in a resalable condition. Items that are returned to us that are used and/ or not in resalable condition will not be refunded. 
  • Carriage charges for returning unwanted parcels or items ordered in error are at your expense, we cannot be held responsible for this.
  • We recommend you use a traceable service. If you do not use a traceable service, there is a possibility the courier could miss deliver your goods and your order will not be relocated. We cannot be responsible for which courier you choose to return any items back with.

Returns Procedure:

  1. Print and fill out the K-Store Return From
  2. Include the paperwork in your returning package along with your returning items.
  3. Ship the package to:
    Kituout
    Returns Department
    Hoddesdon Industrial Centre
    Hertfordshire, EN11 0FF

Once we receive your parcel back we will process it within 7 days. This may vary depending on the volume of returns at any one time. We do not offer exchanges. If there is another item you wish to purchase we want to be able to get this to you in the quickest possible time - placing a brand new order will ensure this happens.

Damaged/Incorrect Goods:

If you need to return an item due to an error we have made or because your item is damaged, please contact our team within 14 days* who will resolve this with you (*this varies per courier). They will advise if a collection can be made or if we will cover the return cost of the parcel. It is highly important that you check your goods as soon as they are received. Please note:

  • Damaged items delivered by UK Mail must be reported within 3 days of receipt (loss must be reported within 3 days of expected delivery date).
  • Damaged items delivered with Palletways must be noted when you sign for it and reported to us within 24 hours. It must be signed as either damaged or unchecked for the claim to hold.
  • Return costs will only be covered if authorised by a member of the Kituout team.
  • We cannot be held responsible for an arranged collection that fails. If this occurs, you will need to return the parcel of your own accord, no matter the reason for the original collection.
  • The items must be returned within 30 days of notifying us, along with a copy of your invoice as proof of purchase.
  • Using/installing an incorrect item will invalidate the return.

Once we receive your parcel back we will process it within 7 days. This may vary depending on the volume of returns at any one time. We do not offer exchanges. If there is another item you wish to purchase we want to be able to get this to you in the quickest possible time - placing a brand new order will ensure this happens.

Faulty Goods:

If your item arrives faulty, you must report it to us within 24 hours. The item can then be collected and refunded or replaced. Any items reported as faulty outside of this time frame will need to be dealt with under the warranty. Please contact our team via phone or email who will advise on the warranty procedure, or visit the product in question on our website where the warranty procedure is explained online.

Some faulty products must follow procedure and be sent to the manufacturer for testing. They will diagnose the fault and either repair or replace the unit under the warranty. To find out if yours is one of these products, you can check this against the warranty tab available on each individual product listing.

Once we receive your parcel back we will process it within 7 days. This may vary depending on the volume of returns at any one time. We do not offer exchanges. If there is another item you wish to purchase we want to be able to get this to you in the quickest possible time - placing a brand new order will ensure this happens.

Order Cancellations:

Once you place an order with us online or by phone, there is only a short time frame we are able to cancel that in – this is even shorter if you have selected a Next Day delivery option. Please contact us immediately by phone or email once you know you wish to cancel the order, and our team will do their best to arrange this for you. Please note:

  • Contacting us and advising us you wish to cancel your order does NOT guarantee its cancellation. Only once the order has been confirmed as cancelled by a member of our team is this the case.
  • Once an order is in the despatching process, we are then unable to cancel it. These processes are ‘Picking’ or ‘Despatch’.
  • We do not take financial responsibility for the cost of the return of any products ordered in error or that are no longer wanted.
  • If a parcel is returned to us due to it being refused, a £10 fee will be deducted from your refund. We would always recommend accepting the goods and returning them via a traceable service.

We work hard to ensure we are partnering with the best delivery companies. On occasions, Royal Mail and our couriers may have difficulties making a delivery due to address issues etc. If this is the case you will be contacted by the carrier advising how to arrange redelivery. If a delivery is unsuccessful the parcel will be returned to us & our team will then notify you. We will resend the parcel once a full redelivery fee has been made.

Contact Number:

0203 814 8640

Your statutory rights will not be affected. We cannot be held responsible for any costs incurred whilst you are in communication with our team.