Refund policy

HS Kitchen Return and Refund Policy

Effective Date: September 20, 2026

Store Name: HS Kitchen

Contact Email: support@hskitchen.co.uk

Website: www.hskitchen.co.uk

1. Overview & Statutory Consumer Rights

At HS Kitchen, we strive to ensure that all cookware sets, kitchen utensils, and kitchen accessories meet high quality and safety standards.

This policy outlines your rights and our obligations regarding order cancellations, returns, and refunds. It is designed to fully comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy limits, restricts, or affects your statutory rights under UK law.

2. 14-Day Right to Cancel (Cooling-Off Period)

Under the UK Consumer Contracts Regulations, when you purchase goods online, you have a statutory right to change your mind and cancel your contract within 14 calendar days without giving any reason.

A. Cancellation Window

  • The 14-day cancellation period begins on the day after you (or a third party designated by you) physically take possession of the goods.

  • If your order contains multiple items delivered on different days, the cancellation period ends 14 calendar days after the day you receive the final item.

B. Notice of Cancellation

To exercise your right to cancel, you must inform us of your decision through a clear statement sent via email to support@hskitchen.co.uk before the 14-day period expires. Your notification must include:

  1. Full Name

  2. Order Reference Number

  3. Details of the item(s) you wish to return

  4. Clear statement expressing your wish to cancel the order

C. Returning the Goods After Cancellation

Once you notify us of your decision to cancel, you must dispatch the items back to our designated warehouse address no later than 14 calendar days from the date you communicated your cancellation request.

3. Standard Return Eligibility & Item Condition

To qualify for a standard return and full refund under your right to cancel, the returned items must satisfy the following conditions:

  • Unused Condition: Cookware, pots, pans, and utensils must be entirely unused, unwashed, and free of food marks, water stains, grease, or stove marks.

  • Original Packaging: Items must be returned in their original product boxes, complete with all internal protective wrapping, plastic sleeves, instruction manuals, and accessories.

  • Resalable State: The product and its retail packaging must not be damaged beyond what is necessary to establish the nature, characteristics, and functioning of the items (similar to inspecting an item in a physical retail shop).

Deductions for Diminished Value

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. If cookware shows evidence of having been used on a cooktop, washed, or improperly repacked causing transit damage, we reserve the right to reduce your refund amount accordingly to cover the loss in commercial value, up to 100% of the item's price.

4. Non-Returnable & Excluded Items

Unless they arrive faulty or not as described, the following items are excluded from standard returns:

  • Customized, custom-engraved, or personalized cookware/utensils.

  • Items marked as "Final Sale" or clearance items explicitly designated as non-refundable prior to purchase.

  • Gift cards and digital vouchers.

5. Step-by-Step Return Process

To ensure your return is processed efficiently, please follow these steps:

  1. Submit Your Request: Email support@hskitchen.co.uk with your order number, the item(s) you intend to return, and the reason for the return.

  2. Receive Authorization: Our customer support team will issue a Return Authorization Code along with the complete address of our fulfillment warehouse. Do not send returns to our registered business office address.

  3. Pack Securely: Place the item in its original retail package, enclose a slip with your name and Order Reference Number inside the shipping box, and seal the box securely.

  4. Dispatch the Package: Ship the package to the designated address using a reliable carrier service.

Note: Returns sent without prior notification or an authorization code may experience significant processing delays or may be rejected at the warehouse dock.

6. Return Shipping Costs & Responsibilities

  • Change-of-Mind Returns: You are responsible for paying the direct cost of returning the items to our warehouse. Return shipping costs are non-refundable.

  • Tracking & Insurance: Cookware sets and kitchenware can be heavy and fragile. We strongly recommend using a tracked, insured shipping service (such as Royal Mail Tracked, DPD, or Evri) and retaining your proof of postage. We cannot issue refunds for returned goods that are lost, stolen, or damaged during return transit.

7. Damaged, Faulty, or Incorrect Goods

We take great care in quality control, but if an item arrives damaged or defective, your rights are protected under the Consumer Rights Act 2015.

A. Reporting Rules

  • Visual Damage Upon Delivery: If the outer shipping box shows obvious signs of damage upon arrival, please photograph the external box before opening it.

  • Defects or Missing Parts: Report any manufacturing defects, structural faults, or incorrect items to support@hskitchen.co.uk within 48 hours of delivery. Include clear photos or video footage demonstrating the issue along with your order number.

B. Remedies Under UK Law

  • Within 30 Days of Delivery: If your item is faulty, incorrect, or damaged upon delivery, you are entitled to an immediate full refund or a free replacement. We will provide a prepaid return shipping label or reimburse reasonable return postage costs.

  • Between 30 Days and 6 Months: If a manufacturing fault develops after 30 days, we will offer to repair or replace the product at no extra charge. If a repair or replacement is not possible or unsuccessful, you are entitled to a full or partial refund depending on usage.

8. Refunds & Payment Processing

A. Processing Timeline

Once your return package is delivered to our warehouse, our quality control team will inspect the items within 2 to 3 business days.

B. Notification & Payout

  • Upon completion of the inspection, we will email you to confirm whether your refund has been approved or rejected.

  • If approved, your refund will be processed back to the original method of payment used at checkout (e.g., Credit/Debit Card, PayPal, Apple Pay).

  • Refunds are typically completed within 5 to 10 business days after approval, depending on your card issuer or banking institution's processing times.

C. Standard Delivery Fee Refund

If you cancel your entire order within the 14-day cooling-off period, we will refund the full purchase price of the items plus the cost of standard delivery (if you paid delivery fees at checkout). If you selected an upgraded express or premium delivery option, only the cost of standard delivery will be refunded.

9. Contact Details

For all questions, cancellations, returns, or warranty inquiries, please reach out to our dedicated support team:

  • Brand Name: HS Kitchen

  • Email: support@hskitchen.co.uk

  • Website: www.hskitchen.co.uk

  • Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM GMT

  • Response Time: Within 24–48 business hours