Delivery & Returns

Delivery

Orders placed before 3pm, Monday to Friday, are dispatched the same day, unless otherwise stated on the product page or at checkout.

Orders over £50 qualify for Free Express Delivery where available. Further information is provided below.

Orders under £50 incur a £2.95 delivery charge. Express delivery upgrades are available from £4.95 at checkout.

Premium delivery and Saturday delivery options via DPD are available on most products at checkout, where eligible.

Further Delivery Information

We offer a wide range of delivery services through our trusted delivery partners, including Royal Mail, Evri, Parcelforce and DPD.

Large or bulky items may be delivered by specialist couriers. Some special-order products may also be sent directly from the manufacturer to reduce lead times.

The checkout page will show the delivery services available for your order, based on the delivery address and the products selected.

For help with delivery options, please visit our contact page or call our office on 01473 730 520.

Geographical Surcharges and extended delivery times

Our standard delivery charges and delivery times apply primarily to Mainland UK destinations.

Some UK and nearby island destinations may incur additional delivery charges and/or increased delivery times. These locations include, but are not limited to, Northern Ireland, the Scottish Highlands, Scottish islands and the Isle of Man.

If your address is affected by a surcharge, the amount will be clearly displayed at checkout before you place your order.

Please note that a very small number of products may not be available for delivery to all regions.

Delivery Terms

Delivery will be made to the address confirmed at checkout. Please ensure that any necessary arrangements are in place so delivery can be completed.

Your order may arrive earlier than the estimated delivery date.

If delivery is delayed, please contact us so we can help resolve the issue. Your right to cancel will depend on the circumstances, including whether delivery by a specific date was agreed or essential, whether a further reasonable delivery period has been missed, or whether your statutory cancellation rights apply.

If you would like goods to be delivered at different times, we recommend contacting our sales team before placing your order so we can check whether split delivery can be arranged. In rare cases, an additional carriage charge may apply. If so, this will be agreed with you before the order is placed.

Delivery Issues

If you experience an issue with your delivery, such as a damaged item or missing parts, please notify us within 24 hours of delivery where possible. This helps us resolve the issue quickly, but it does not affect your statutory rights.

If an item arrives damaged or not as expected, please do not use the item once you are aware of the issue. Where possible, please also keep the original packaging, as this may help us inspect the item and arrange a replacement, repair or refund.

KCT Direct is not responsible for delays caused by circumstances beyond our reasonable control. However, this does not affect your statutory rights, including your rights where goods are lost or damaged in transit before delivery.

KCT Direct cannot accept liability for costs charged by third-party contractors, installers or other third parties where arrangements are made before you have received and checked your order, except where KCT Direct is legally responsible. We strongly recommend that no installation or contractor arrangements are made until your order has been received and inspected.

Returns

Change-of-Mind Returns

If you no longer require an item purchased from us, you can return the goods within 60 days of receipt for a refund, provided the goods are unused and returned in their original, as-new condition.

This goodwill returns policy is in addition to your statutory rights, including your cancellation rights for most online, phone and mail-order purchases.

We offer convenient return options to help our customers.

If the parcel you wish to return is under 15kg and under 120cm in length, you may be able to use return services offered by our carrier partners:

               

The cost of the return service will be deducted from your refund once the goods have been returned. Our return services start from £3.95, but the cost for your specific parcel will be confirmed by our support team before return.

Not all goods are eligible for return using these methods. Our support team will advise you on the best return option.

Please use our Returns Form and our customer support team will contact you with details on how to return your order. If you have any other queries, you can use our Contact Form, call us on 01473 730 520 during business hours.

Items Ineligible for Change-of-Mind Return

The following items cannot usually be returned for change-of-mind reasons, unless they are faulty, damaged on arrival or not as described:

• Customised items or items made to your specification, for example products cut to a specific length.
• Perishable goods.
• Sealed goods that are not suitable for return once opened for health or hygiene reasons, where this restriction is permitted by law. This may include certain consumable products, pet products or water treatment products once opened.

Statutory Cancellation Rights

For most online, phone and mail-order purchases, you have the right to cancel your order from the time you place the order until 14 days after the goods are delivered.

To cancel, you must tell us clearly that you wish to cancel. The easiest way to do this is by using our Returns Form, but you may also notify us by another clear written statement, such as by email.

Once you have told us that you wish to cancel, you must return the goods to us within 14 days.

In these circumstances, you are responsible for the return shipping costs unless the goods are faulty, damaged on arrival, not as described, or we have agreed otherwise.

Goods must be returned in their original condition. You may inspect the goods as you would in a shop, but we may make a deduction from your refund if the value of the goods has been reduced because they have been handled beyond what is necessary to inspect their nature, characteristics and function.

We will issue any refund due within the timescales required by law, normally within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier.

The refund will include the original cost of the goods and any standard delivery charge paid, where applicable.

If you selected an enhanced delivery service, such as Next Day or Saturday delivery, we will refund the cost of standard delivery only, unless the enhanced delivery service was not provided within the timeframe advised at the time of ordering or we are otherwise required to refund it by law.

If you ask KCT Direct to collect unwanted items for return, a collection charge may be deducted from your refund. The cost will be confirmed when you notify us that you wish to return the goods.

Combined Offers and Promotional Items

If you wish to return an item that formed part of a combined offer, bundle, promotion or free-item offer, all items in that offer may need to be returned together.

If you choose to keep part of a combined offer, you may be charged the full price for the items you keep, or the refund may be adjusted to reflect the offer terms. This may include, but is not limited to, items supplied free of charge as part of a combined offer.

Where permitted by law, if the value of the original order falls below the minimum order value for free delivery after a return, the standard postage and packaging charge may apply and may be deducted from the refund amount.

This does not affect your statutory rights.

Faulty Items, Guarantees and Electrical Products

All electrical products carry a 12-month guarantee unless a longer guarantee is specified by the manufacturer. Any guarantee is in addition to your statutory rights.

Products covered by a manufacturer’s guarantee may be returned, if faulty, for assessment, repair, replacement or another remedy as appropriate during the guarantee period.

If a product under guarantee fails, please report this to us before returning it. This allows us to confirm the correct return method and avoid unnecessary return costs or delays.

KCT Direct reserves the right, where permitted by law, to refund, replace or repair any item claimed under guarantee. This may include the supply of spare parts where appropriate.

If a fault is reported within the first 6 months, we will cover reasonable return costs where required by law.

If a fault is reported after 6 months, you may be asked to provide evidence that the fault was present at the time of delivery or was caused by an inherent defect. Where a valid statutory fault claim is accepted, KCT Direct will meet reasonable return postage or collection costs where required by law.

Liability will not be accepted for faults or damage caused by accident, neglect, misuse, improper installation, improper maintenance, unauthorised repair, or normal wear and tear. This does not affect your statutory rights, including where damage was present at the point of delivery.

Any item returned to KCT Direct that is assessed and found not to be faulty will be returned to the purchaser. Where permitted by law, we may ask you to pay reasonable return delivery costs before the item is sent back to you.

Returns Outside Guarantee or Fault Claims

Any item returned for reasons other than a guarantee claim, fault claim, damage on arrival or statutory cancellation must be unused and returned within 60  days of receipt.

If an item is returned and requires service parts, repair work or other action that is not covered by guarantee or statutory rights, we will contact you with the available options and any costs.

If we do not receive the required instruction, payment or response within 3 months from the date the item arrived with us, or from the date of our latest advice, whichever is later, we may treat the item as uncollected goods. Before disposal, we will take reasonable steps to contact the owner and provide notice where possible.

Any item returned to KCT Direct in error, or where the sender cannot be identified, will be held for 90 days while we take reasonable steps to identify the sender. If the sender cannot be identified after this period, we may dispose of the item in accordance with our uncollected goods process.