Returns & Refunds Policy

Last updated: 14 October 2026

KitchenBuildr is a trading name of QUADM GROUP LTD, a company registered in England and Wales (company number 17289630). Our registered office is 109 Coleman Road, Leicester, LE5 4LE.

This policy explains how to check your delivery, report damage, return items and get a refund. It does not affect your legal rights as a consumer.

At a glance

  • Check every box before you sign for your delivery, and write any damage or missing boxes on the delivery note.
  • Report damage within 48 hours of delivery, or within 7 days for damage you only find when unpacking.
  • 14 day returns: tell us within 14 days of delivery, then send the items back unused, unassembled and in their original packaging.
  • Return postage is paid by you, unless the item is faulty, damaged in transit or not what you ordered.
  • Refunds are made to your original payment method within 14 days of us receiving the items back.

1. Check your delivery before you sign

Your order is delivered by pallet to the kerbside. Before you sign for it, please:

  • Count every box and check it against your delivery note.
  • Look at each box for damage, such as crushed corners, tears, holes or water marks.
  • Take photos of any damage while the driver is still there.

If anything is damaged or missing, write it clearly on the delivery note before you sign, for example "2 boxes damaged" or "1 box missing". If a box is badly damaged, you can refuse that box and we'll send a replacement.

Your signature confirms that you received the number of boxes shown and that they arrived in good condition. If you sign without noting any damage or missing boxes, we may not be able to accept a claim for damage or shortages that were visible at the time of delivery.

2. Damaged or missing items

Some damage can only be seen once a box is opened, so we recommend unpacking and checking everything as soon as it arrives, before you start assembly. Please tell us:

  • Within 48 hours of delivery for damaged or missing boxes noted on your delivery note.
  • Within 7 days of delivery for damage you find inside a box that looked fine on delivery.

Email hello@kitchenbuildr.co.uk with:

  • Your order number
  • The product name or SKU
  • Photos of the damaged item and its box, including the box label
  • A photo of your signed delivery note

Once we've checked your claim, we'll send replacement parts or a replacement item free of charge. If you'd rather have a refund for that item, just tell us. Please don't assemble or install a damaged item, and keep it until we confirm whether we need it back.

We're not responsible for damage caused after delivery, for example during unpacking, storage, assembly or installation. If you tell us about a problem after the times above, your legal rights for faulty goods still apply (see section 5).

3. Changed your mind? 14 day returns

If you're a consumer, you can cancel your order and return items within 14 days of delivery, without giving a reason.

How to return

  1. Email hello@kitchenbuildr.co.uk within 14 days of the day your order was delivered. Include your order number and the items you want to return.
  2. We'll confirm your return and send you our returns address.
  3. Send the items back within 14 days of telling us you want to return them.

Condition of returned items

Items must be returned:

  • Unused and unassembled
  • In their original packaging
  • Complete, with all doors, panels, hinges, legs and fittings

You can open boxes to check the contents, as you would in a shop. If items come back assembled, used, damaged, incomplete or not in their original packaging, we'll reduce your refund to reflect the loss in value. This can be up to the full price if the item can't be resold.

Return postage

You're responsible for arranging and paying for the return of your items to us, unless they're faulty, damaged in transit or not what you ordered. Many of our products are large and heavy, so they may need to come back by pallet or a two person courier.

Items are your responsibility until they reach us. Please pack them securely, use a tracked and insured service, and keep your proof of postage. If items arrive damaged because they weren't packed properly, we may reduce your refund.

Your refund

  • We'll refund you within 14 days of receiving the items back, or of you sending us proof that you've returned them, whichever is sooner.
  • Refunds go back to your original payment method. If you paid with Klarna, we'll refund Klarna and they'll update your payment plan.
  • If you return your whole order, we'll also refund the standard delivery charge you paid.

Cancelling before dispatch

If you cancel before your order is dispatched, we'll refund you in full, including delivery. Orders are dispatched within 3 working days, so please contact us as soon as possible.

Items that can't be returned

Items made, cut or altered to your own specifications can't be returned under the 14 day right to cancel, unless they're faulty.

4. Wrong items

If we've sent you the wrong item, tell us within 7 days of delivery. We'll arrange collection and send the correct item at no cost to you. Please keep the item unopened and unassembled.

5. Faulty items and your legal rights

Under the Consumer Rights Act 2015, our products must be as described, fit for purpose and of satisfactory quality. If they're not:

  • Within 30 days of delivery, you can reject the item for a full refund.
  • After 30 days, we'll repair or replace the item. If that isn't possible, or doesn't fix the problem, you can have a refund or a price reduction.

We'll cover the cost of returning or collecting faulty items. This doesn't cover damage caused by incorrect assembly or installation, misuse, water damage, normal wear and tear, or changes made to the products.

6. Trade customers

If you buy for business purposes, the 14 day right to cancel doesn't apply. We may still accept returns of unused, unassembled items in their original packaging at our discretion. Please contact us before sending anything back.

7. Contact us

For returns, refunds or delivery problems, email hello@kitchenbuildr.co.uk with your order number. You can also read our Terms & Conditions and delivery information.