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Cancellation of goods.
Please note: A return authorisation number MUST be obtained before dispatching any goods. The return address may differ from our registered address.
Eastcoast Kitchens Ltd
“Butterfields”, Church Road, Freiston, Boston, Lincs PE22 0NX
TEL: 01205 760462 – FAX: 01205 761223 – Email: [email protected]
Company Registration No. 5770439 – VAT Registration No. 893297765
You have the right to cancel this contract within 14 calendar days.
(1) Cancellation period
(a) The cancellation period expires 14 calendar days after the day on which you, or a third party nominated by you other than the carrier, take physical possession of the goods.
(b) To exercise your right to cancel, you must inform us of your decision by a clear statement before the cancellation period expires. You may contact us by email or letter or use our model cancellation form, although use of the form is not compulsory.
(c) Please do not return the goods until we have confirmed the correct return address and provided a return reference. The return reference helps us identify and process your return.
(d) Goods must not be returned to our registered office unless we expressly authorise this in writing, as we are office-based and do not hold stock there. Goods sent to an address other than the return address provided may be refused or redirected. Where permitted by law, reasonable and direct costs incurred in recovering or relocating the goods may be deducted from the refund.
(e) Bespoke and personalised products
The statutory right to cancel does not apply to goods that are made to the customer’s specifications or are clearly personalised, as provided by regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where this exemption applies, the product listing or our written quotation or email will clearly explain that the item is bespoke, made to your specifications or personalised and cannot be cancelled or returned for a change-of-mind refund once the order has been accepted or production has commenced.
This provision does not affect your statutory rights where goods are faulty, damaged, misdescribed or otherwise not in conformity with the contract.
(2) Returns Guidance
If the consumer wishes to cancel the contract and has completed their obligations as set out above
(a) We require the goods to be returned to us without undue delay and in any event not later than 14 calendar days from the date on which you communicate your cancellation of this contract to us.
(b) The deadline is met only if we have received the goods back before the 14 calendar day period has expired. No returns will be accepted after this time has elapsed.
(c) You are responsible for arranging and paying the direct cost of returning unwanted goods. You must select a carrier suitable for the product’s size, weight, value and fragility.
(d) Eastcoast Kitchens Ltd does not arrange collections for unwanted or change-of-mind returns. You are responsible for arranging and paying the direct cost of returning the goods to us.
Goods that can reasonably be returned using an ordinary postal or parcel-courier service may be returned using a suitable service selected by you. You are responsible for ensuring that the goods are adequately packaged to prevent damage in transit.
If, because of their size, weight or fragile nature, the goods cannot normally be returned using an ordinary postal or parcel-courier service, you must arrange an appropriate specialist carrier or pallet service.
The return cost will depend on the product. Certain large or heavy sinks may require a pallet service. We estimate that a pallet return will cost approximately £70–£150 including VAT.
Please contact us before placing your order if you would like further information about the likely return method and estimated cost for a particular product. You will remain responsible for arranging and paying for the return.
(e) Refusing delivery does not automatically cancel the contract. You must contact us separately to confirm your decision to cancel. Where an unwanted delivery is refused, or delivery fails because nobody is available at the agreed address, we may deduct any direct and reasonable return carriage costs from your refund. If you request redelivery, a reasonable redelivery charge may apply.
(3) Refunds following cancellation
If you cancel this contract in accordance with your statutory cancellation rights, we will reimburse payments received from you. Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise. We will withhold reimbursement until we have received the returned goods.
(a) Diminished value - We may make a deduction from the refund to reflect any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
This may include damage, signs of installation or use, modification, missing components or inadequate return packaging. Any deduction will be proportionate to the actual reduction in the value of the goods and may amount to the full purchase price where the customer’s handling has rendered the goods unusable or of no resale value.
(b) Packaging - Goods should be returned in their original product packaging, with all accessories, instructions and components, unopened.
The absence of the internal original packaging will not, by itself, automatically prevent a refund. However, the customer is responsible for packaging the goods appropriately for their return. A deduction or decline may be made where missing or inadequate packaging causes damage or results in a demonstrable reduction in the value of the goods.
Please do not write on, attach labels directly to or otherwise damage the product’s retail packaging.
Where supplied, the original product-specific packaging should be retained and used for the return, as it is designed to protect that particular product during transit.
Please do not open sealed fixing packs. Opened fixing packs, missing components or marks on the fixings or product may indicate that installation has been attempted. Where this results in a demonstrable reduction in the product’s value, a proportionate deduction may be made from the refund or refused.
(c) Care and return of goods - The customer must take reasonable care of the goods while they remain in their possession and while arranging their return.
The customer must select a carrier and delivery method appropriate for the product’s size, weight and fragile nature. We strongly recommend obtaining adequate transit insurance and retaining proof of postage or collection until the return has been received and processed.
(d) Some carriers require evidence that the product was packaged securely before accepting a claim for loss or damage in transit. Where the customer appoints the return carrier, it is the customer’s responsibility to comply with the carrier’s packaging requirements.
We strongly recommend taking clear photographs of the product and all protective packaging before the parcel or pallet is sealed, together with photographs of the fully packaged item before collection. These should be retained with the carrier’s receipt and tracking information until the return has been received and processed.
Where the customer appoints the return carrier, the customer is responsible for the goods during return transit. Eastcoast Kitchens Ltd is not responsible for any loss or damage caused by that carrier or by inadequate return packaging.
This does not apply where Eastcoast Kitchens Ltd has arranged the collection using its own appointed carrier.
(e) Return costs - For unwanted or change-of-mind returns, the customer is responsible for the direct cost of returning the goods, as explained before purchase and in our returns policy.
If the goods cannot reasonably be returned by ordinary post or parcel courier because of their size, weight or fragile nature, the customer must arrange and pay for a suitable specialist carrier or pallet service. As advised in 2d, please contact us regarding an estimation of returns costs, due to many different sized products in our catalogue.
(f) Collections and goodwill returns - Eastcoast Kitchens Ltd does not routinely arrange collections for unwanted or change-of-mind returns. Where we agree to do so, the collection is provided as an additional service and the agreed collection charge must be paid in advance.
The collection charge remains payable once the collection has been arranged, even if the returned goods show signs of installation, use or excessive handling, or if the refund is subsequently reduced because the goods have diminished in value.
The customer must ensure that the goods are securely packaged, ready and reasonably accessible on the agreed collection date. Any additional charge resulting from a failed collection caused by the customer’s absence or the goods not being suitably packaged or available may be payable by the customer.
Any return accepted outside the statutory cancellation period is a discretionary goodwill return and may be subject to separate conditions, including any fees where agreed in advance. Unless otherwise confirmed in writing, goods authorised for a goodwill return must be dispatched within seven calendar days of our written authorisation.
(4) Reimbursement following cancellation
We will make any reimbursement due without undue delay and no later than 14 calendar days after the returned goods have been received.
Reimbursement will be made using the same payment method used for the original transaction.
Where applicable, the reimbursement will include the cost of our least expensive standard delivery service. Any additional amount paid for an enhanced, express or premium delivery service will not be reimbursed.
(5) Exchanges
Requests to exchange unwanted or change-of-mind goods must be made within the applicable cancellation period and will be subject to the return conditions set out in sections 1 to 4 above.
Exchanges are subject to product availability. The customer must pay any difference in price and any applicable delivery charge for the replacement product. Where the replacement product costs less, the balance will be reimbursed in accordance with section 4.
This clause does not affect the customer’s statutory rights where goods are faulty, damaged on delivery or not as described.
(6) Damaged or faulty goods
(a) Please inspect the product and its packaging carefully upon receipt. Packaging may appear undamaged even when the product inside has sustained damage, so the product itself must also be checked. If the packaging shows any signs of damage, please record this on the carrier’s delivery documentation or reject where possible. Please retain all packaging while the matter is being investigated or if the parcel was rejected, take images where possible.
(b) Please notify us by email and provide your order details, a description of the damage or fault, and clear photographs of the product and packaging. We may also request further information or arrange an inspection to establish the cause of the issue.
(c) Under the Consumer Rights Act 2015, consumers normally have a short-term right to reject goods that do not conform to the contract within 30 days of delivery. After that period, the consumer may be entitled to a repair or replacement.
(d) Products must not be installed, modified or used where damage or a defect is apparent. If a customer knowingly installs, modifies or uses a product after identifying an obvious issue, this may be treated as acceptance of the goods in their known condition and may affect the remedy available. This does not affect the customer’s statutory rights where the fault was not reasonably apparent before installation or use.
(e) We are not responsible for damage caused after delivery by incorrect storage, handling, installation, misuse, alteration, normal wear and tear or failure to follow the manufacturer’s instructions. We will require reasonable evidence to determine the cause of the reported damage or fault.
(f) Granite / ceramic kitchen sinks
Your sink may be dispatched directly from our supplier. Due to the terms imposed on us, we may ask that any transit damage be reported to us within 24 hours of delivery. Before dispatch, you will receive an email asking you to confirm via email that you have read and understood these inspection requirements.
Although the outer packaging may appear undamaged, you should remove the sink completely from its packaging immediately upon delivery and carefully inspect: All edges for chips or cracks, The inside and outside of every bowl, The entire surface of the sink.
If you discover any damage, please email us within 24 hours of delivery and include clear photographs of the complete sink, the damage and all packaging. Prompt notification enables us to submit a transit-damage claim to our supplier and assist you as quickly as possible.
(7) Delivery times
Unless a different delivery period has been agreed with you, we will deliver the goods without undue delay and no later than 30 calendar days after the contract is entered into. Any estimated delivery date shown on our website or order confirmation is an estimate unless expressly agreed as a guaranteed delivery date. If we become aware of a delay, we will notify you as soon as reasonably possible
(8) Delivery addresses and payment
For security and fraud-prevention purposes, orders paid by debit card, credit card or PayPal will normally be delivered only to the billing or confirmed delivery address associated with the payment account at the time the order is placed. We may agree to deliver to an alternative address after completing any necessary security checks. Where delivery to an alternative address cannot be authorised, we may require payment by bank transfer or cancel and refund the order
(9) Comments and complaints
Comments or complaints may be submitted to us by email or letter. We aim to acknowledge and respond to complaints within seven working days. If further investigation is required, we will keep you informed and provide a full response as soon as reasonably possible.
(10) Warranty claims
Unless otherwise stated, warranty claims are handled on a return-to-base basis and do not include a site visit. We may require the product to be returned for inspection, testing, repair or replacement. We will not be responsible for losses that were not reasonably foreseeable when the contract was made, or for losses resulting from circumstances outside our reasonable control. Nothing in these terms excludes or limits liability where it would be unlawful to do so, or affects your statutory rights.
(11) Authorised return address
Please return goods only to the address stated in our return-authorisation email. As we are an office-based business and do not hold stock at our registered office, returns sent to any other address may be refused or require relocation.
Where goods are sent to an incorrect address despite the correct address having been provided, we may deduct the reasonable and direct cost of recovering or relocating them from any refund, where permitted by law.
To help a small business :
Please inspect both the goods and their packaging as soon as reasonably possible after delivery and preferably within 24 hours. Packaging may appear undamaged even where the product inside has sustained damage.
Please inspect all goods before installation, modification or use and employ a suitably qualified and reputable installer. Goods should not be installed where damage or a defect is apparent.
Do not open sealed fixing packs or remove protective coverings unless reasonably necessary to inspect the goods. For unwanted returns, handling the goods beyond what would reasonably be permitted in a shop may result in a deduction for any reduction in value. Missing or opened components may also affect the value of the refund.
We are not responsible for losses caused by installing goods with damage or defects that were apparent, or ought reasonably to have been identified, before installation. Nothing in this policy excludes liability that cannot legally be excluded.
This returns policy is provided in addition to, and does not affect, your statutory rights. Please refer to our full Terms and Conditions for further information.