Thirty days to change your mind. Unused, in its original packaging, and no reason required.
The short version
- You have 30 days from delivery.
- The item must be unused and in its original packaging.
- We pay the return postage when something is faulty.
- You pay it when you have changed your mind.
- Refunds go back to your original payment method within 5 to 10 business days of the parcel reaching us.
How to start one
Email hello@kensingtonlondon.com with your order number and which item is going back. If it is faulty, add a photo. That is the whole request.
We reply within one business day with the return address and, on a faulty item, a prepaid label. You do not need to fill in a form, quote a policy clause, or explain yourself.
Who pays the postage
| Reason for the return | Who pays return postage |
|---|---|
| Arrived faulty, damaged or not what you ordered | We do. We send you a prepaid label. |
| Changed your mind, or it does not suit your kitchen | You do. |
We do not refund the shipping you originally paid on a change-of-mind return. We do refund it in full when the fault was ours.
Getting your money back
The clock starts when your parcel arrives with us, not when you post it. From that point the refund goes to the original payment method within five to ten business days. We cannot refund to a different card, and the last step belongs to your bank rather than to us.
Prefer a replacement to a refund? Say so in the first email and we will send one instead.
What we cannot take back
Being plain about this is fairer than burying it.
- Anything that has been used. A butter dish that has held butter or a squeezer that has met a lemon cannot be sold to the next person as new, and we will not pretend otherwise.
- Anything without its original packaging. The box is what protects it on the way back. Open it carefully and keep it for a month.
- The bread lame, once the blade wrapper is off. It is a razor. Once it is unwrapped we cannot resell it, and posting an exposed blade around is not something we are going to arrange. If it arrives faulty, that is different: send a photo and we replace it.
- Anything bought from another seller. They hold your order and your guarantee. We would only be guessing.
- Anything past 30 days. After that the guarantee takes over: lifetime on the lemon squeezer, two years on everything else, against manufacturing faults.
If it is faulty rather than unwanted
Then this page is not the one you need. A fault is a guarantee claim, and a guarantee claim needs a photo and an order number, not a parcel. We do not ask you to post an item back at your own cost before we believe you. Claims are answered within two business days.