Delivery & Returns
Delivery
Orders placed before 3pm Monday to Friday are dispatched the same day
Orders over £50 qualify for FREE Express Delivery where available – more information below
Orders under £50 incur a £2.95 delivery charge – Express upgrades from £4.95 available at checkout
Premium and Saturday delivery enhancements via DPD are available on most products at checkout
Further Delivery Information
We are pleased to offer a wide variety of delivery services via our trusted delivery partners including Royal Mail, Evri, Parcelforce and DPD.
We use specialist couriers for large, bulky items and some special-order products may be sent to you directly from the manufacturer to reduce lead times.
The checkout page for your order will show all services available based on the shipping location and products selected.
For assistance regarding delivery options, please visit our contact page or call our office on 01473 730 520.
Geographical Surcharges
Our standard delivery charges apply primarily to Mainland UK destinations. Some delivery locations within the UK will incur additional charges. The locations affected include but are not limited to Northern Ireland, Scottish Highlands and island locations such as the Isle of Man.
If your address is affected, the surcharge amount will be clearly displayed at checkout. Please also be aware that a very small number of products may not be available to all such regions.
Delivery Terms
Delivery of your order will be to the address confirmed at checkout – please be advised you will need to make any arrangements which may be necessary to ensure delivery can take place.
It is possible that your order may arrive earlier than the estimated delivery date.
If your order is delivered later than advertised, you have the right to cancel the purchase and receive a full refund.
If you wish for the goods to be delivered at different times; we recommend contacting our sales team in advance of placing the order so we can arrange this for you – in rare instances, it is possible an additional carriage charge may be applied but this will be agreed with yourself prior to the order being placed.
Delivery Issues
In the unfortunate event you experience an issue with your delivery, such as a damaged item or parts missing; please notify us within 24 hours of delivery, where possible and advise of any issues so we can resolve the issue quickly.
Please ensure you do not use the item or dispose of any packaging if you wish for us to replace or refund any items which arrive damaged or otherwise not as expected.
Please note that KCT Direct cannot accept responsibility or liability for issues arising from late or damaged deliveries that are a result of circumstances beyond our control. KCT Direct will also not be able to accept responsibility for any costs incurred as a result of these circumstances.
KCT Direct also cannot accept any liability involving third-party contractors and strongly advises that no arrangements be made for the installation of a product until you have received your order.
Returns
If you no longer require the item that you have purchased from us, you can return the goods within 30 days of receipt for a full refund, provided the goods have not been used and are returned in their original, as-new condition.
We are pleased to offer some convenient return options to help our customers.
If the package you wish to return is under 15kg and under 120cm in length, you may be able to use the returns services offered by our carrier partners:
The cost of the service will be deducted from your refund on return of the goods. Our services start from £3.95 but the cost of the service for your specific parcel will be confirmed by our support team prior to return. Please be advised not all goods will be eligible for return via these methods, but our support team will advise on the best way forward.
Please Click Here for our Returns Form and our customer support office will be in touch with details on how to return your order. If you have any other queries, you can use our Contact Form to send us an email, you can give us a call on 01473730520 or use our Live Chat service during business hours.
Items ineligible for return
Any customised items or items made to your specification cannot be returned – eg products cut to a specific length.
Items which are perishable also cannot be returned if the seals have been broken – eg pet food, water treatments etc
Important Terms & Conditions Regarding Returns
In accordance with the Consumer Contracts Regulation 2015, you have the right to cancel the order at any time before you receive the goods, and you have the right to return the goods for any reason.
If you would like to return an item, the customer must provide written notification of this (ideally by email) within 14 working days from when you received the goods. Please use our Returns Form
In these circumstances, the customer is responsible for the return shipping costs and the goods must be returned in their original and unused condition.
A full refund for the original cost of the goods, including any standard delivery charge (if it were applicable to the order) will be issued within 14 days of the goods being received by KCT Direct
If you have paid an additional delivery enhancement, such as for Next Day or a Saturday, we will refund the cost of Standard Delivery as per the Consumer Contract Regulations 2015, under the Consumer Rights Act 2015. Any additional enhanced delivery costs will not be refunded except when the goods were not delivered within the timeframe advised at the time of ordering.
If you require KCT Direct to collect unrequired items for return, then a charge for this will be deducted from the refund – the cost of this will be advised upon you notifying us of your intent to return.
If you wish to return an item which was part of a combined offer, then all items may need to be returned together otherwise you will be charged the full cost of the items you keep. This may include, but is not limited to items offered free as part of a combined offer. Should the original order value then fall below the minimum value for free delivery, the standard P&P charge will then apply and will be deducted from any refund amount.
All electrical products carry a 12-month guarantee or longer if specified by the manufacturer. Products which carry a manufacturer's guarantee can be returned, if faulty, for repair or exchange as necessary during the guarantee period.
If a product under guarantee fails you need to report this to us prior to return. KCT Direct reserves the right to refund, replace or repair (including the supply of spare parts) any item claimed under the terms of the guarantee.
If the product fails during the first 6 months, we will cover the return costs. After 6 months, the cost of returning the product must be met by the customer, as per the Consumer Rights Act 2015
Liability will not be accepted for any items returned due to damage (unless present at the point of delivery), accident, neglect, improper installation or use.
Any items returned for reasons other than a guarantee claim must be unused and returned within 60 days of receipt.
Any item returned to KCT Direct which is deemed not faulty will be returned to the purchaser. If the product requires service parts and this is not fulfilled by the purchaser within 3 months of the date of arrival or from when the latest advice is given (whichever is later) it will be disposed of without further notice.
Any item returned to KCT Direct in error or for which the sender cannot be identified will be held for 90 days to allow time for the sender to be identified. After this time it will be disposed of.