Refund policy

Returns, cancellations and statutory rights

This policy separates our voluntary 30-day returns offer from the legal rights available to consumers. Nothing in this policy limits your statutory rights.

Our voluntary 30-day returns policy

In addition to your statutory rights, Kaelor Works offers a voluntary return period of 30 days from the day you receive your order.

For a change-of-mind return made outside the statutory cancellation period, the product must be unused, unmodified and in its original condition, with all accessories, documentation and supplied parts. Please include the original packaging where reasonably possible so that high-value optical equipment can be returned safely. These conditions do not apply in a way that restricts your statutory cancellation rights or your rights where goods are faulty, damaged or not as described.

Unless the product is faulty, damaged, incorrect, or the law requires otherwise, you are responsible for the direct cost of returning a voluntary change-of-mind return.

Order cancellation before dispatch

If your order has not been dispatched, you can submit a cancellation request through your customer account or contact us by email. We will confirm whether the order has been cancelled and refund any amount due to the original payment method.

Request a cancellation or return through your customer account

This self-service process is provided for convenience and does not replace or reduce the statutory cancellation rights described below.

UK statutory cancellation rights

If you are a UK consumer buying online, you normally have the right to cancel your order without giving a reason. The cancellation period ends 14 days after the day on which you, or a person identified by you other than the carrier, receives the goods. If one order is delivered in separate parts, the period normally runs from receipt of the last part.

You must tell us clearly that you wish to cancel before the cancellation period ends. You can do this through your customer account or by emailing support@kaelorworks.co.uk with your name and order number. After notifying us, you must send the goods back without undue delay and no later than 14 days after the day you told us you were cancelling.

You may inspect the goods as you would reasonably be able to in a shop. We may make a deduction for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Original packaging is requested where reasonably possible, but the absence of original packaging does not by itself remove a statutory cancellation right. Please return all supplied parts and package the goods securely.

For a valid statutory cancellation, we will refund the price paid and the cost of the least expensive standard delivery option that we offered. Any extra amount paid for an enhanced delivery service is not refundable. We may withhold the refund until we receive the goods back or you provide evidence that you sent them, whichever occurs first. The refund will be made to the original payment method without a fee and within the period required by law.

You are responsible for the direct cost of returning cancelled goods unless the goods are faulty, damaged or incorrect, we agreed to pay that cost, or the law requires us to do so.

Made-to-specification and personalised products

The statutory cancellation right may not apply to goods that are genuinely made to your specifications or clearly personalised. We will identify this before purchase where it applies. A product is not excluded merely because it is sourced, assembled or built to order from our normal standard options. Faulty, damaged or misdescribed goods remain covered by statutory rights.

EU and EEA consumers

If your order is delivered to the European Union or European Economic Area, mandatory local consumer law may provide a 14-day cooling-off right and a further period in which to return the goods. Please notify us through your customer account or by email. Any mandatory rights and exceptions under the law that applies to your order take precedence over this policy.

Starting a return

Please request a return through your customer account or email support@kaelorworks.co.uk. Include your name and order number so that we can provide return instructions. Contacting us first helps us process the return and does not prevent you from exercising a statutory right by making a clear statement within the applicable time limit.

Returns should be sent to:
Kaelor Works
2 Silt Road
Littleport
Ely
Cambridgeshire
CB6 1QD
United Kingdom

Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. Please contact us as soon as reasonably possible if an item arrives damaged, is faulty, is incorrect or does not match its description. We will assess the issue and provide the remedy required by applicable consumer law. Depending on the circumstances, this may include rejection, repair, replacement, a price reduction or a refund.

You do not need to meet the voluntary unused or original-packaging conditions when exercising rights relating to faulty or misdescribed goods. We will cover reasonable return costs where the goods are faulty, damaged, incorrect or otherwise must be returned at our cost by law. We may ask for proof of purchase and reasonable evidence of the issue.

Exchanges

Exchanges are normally handled as a return followed by a separate order for the replacement product.

Refunds under the voluntary policy

For a return accepted under our voluntary 30-day policy, we will notify you after the goods have been received and inspected. Any refund due will be made to the original payment method, normally within 10 business days. Your bank or payment provider may need additional time to show the refund.

One-year warranty

Our one-year commercial warranty is an additional benefit. It does not replace, reduce or limit any statutory rights you have under consumer law, and those rights may continue after the commercial warranty has ended.

Contact

For cancellations, returns or warranty support, email support@kaelorworks.co.uk.