Returns & refunds

At Heart of Kitchens, our aim is to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.

The following terms are applicable for any products that you purchased from us.

Quick Summary

  • Return Window: 14 days from the date of delivery.
  • Return Conditions: Items must be unused, undamaged, and in their original packaging.
  • Return Shipping: Customers are responsible for return shipping costs and risks, except for damaged or defective items.
  • Damaged/Defective Items: Must be reported within 14 days of delivery for a resolution.
  • Restocking Fee: None 


Interpretation and Definitions

Interpretation

Words with initial capital letters have meanings defined below. These definitions shall apply whether terms appear in singular or plural.

Definitions

  • Company (referred to as either "the Company," "We," "Us," or "Our" in this Agreement) refers to Shaw Trade Global Ltd, 36 Rippingale Way, Thornton Cleveleys, Lancashire FY5 2YA.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by you to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Heart of Kitchens, accessible from heartofkitchens.co.uk.
  • You refers to the individual or legal entity accessing or using the Service.

Your Order Cancellation Rights

You are entitled to cancel your order within 14 days without providing a reason.

  • Deadline: 14 days from the date on which you received the Goods, or on which a third party appointed by you (other than the carrier) takes possession of the delivered product.
  • How to Cancel: You can cancel by:

We will reimburse you within 14 days of receiving the returned Goods. Refunds will be issued using the same payment method you used for the Order. Refunds typically take 3-5 working days, but this may vary depending on your bank.

Conditions for Returns

To qualify for a return, please ensure:

  • The Goods were purchased within the last 14 days.
  • The Goods are in the original packaging (unless defective).
  • The Goods are unused and undamaged (unless defective).

Non-returnable Goods

We cannot accept returns for:

  • Custom-made or personalised items.
  • Goods that deteriorate quickly or have an expired date.
  • Goods that are not suitable for return due to health or hygiene reasons and were unsealed after delivery.
  • Goods that, by their nature, are inseparably mixed with other items after delivery.

Returns that do not meet these conditions may be refused, but we are happy to assist in resolving any concerns.

Returning Goods

You are responsible for the cost and risk of returning Goods, except for damaged or defective items.  

  • How to Return: Contact our customer service team at info@heartofkitchens.co.uk or call us at 03301332713 for instructions and the appropriate return address.
  • Shipping: We recommend using an insured and trackable mail service, as we cannot issue refunds without actual receipt of the Goods or proof of received return delivery.

    Please note: If the item has already been shipped and we request it to be recalled due to an order cancellation, the shipping fee will be deducted from the refunded amount.

Exchanges

If you wish to exchange a product for another, please follow the return conditions above.

  • Exchange Process: Once we receive and inspect the original product, we will ship the replacement. Any price difference will be adjusted accordingly.
  • Defective or Damaged Items: Exchanges are only available for defective or damaged items.

Gifts

If Goods were marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once we receive the returned product, a gift certificate will be mailed to you.

If the Goods were not marked as a gift or if the gift giver had the Order shipped to themselves, the refund will be sent to the gift giver.

Reporting Damaged or Defective Items

We understand how frustrating it is to receive damaged or defective items. If this happens, please contact us within 14 days of the delivery date.

  • Resolution Process: We may require a photo(s) of the damage or ask you to return the original item.
  • Direct Manufacturer Support: For some cases, our manufacturers may provide direct support for a quicker resolution. We will monitor your case and step in if the manufacturer does not respond within two business days.

If more than 14 days have passed since delivery, but your item is under warranty, please contact us for assistance.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

Website Name: Heart of Kitchens
Company Name: Shaw Trade Global LTD
Company Number: 13253553 
VAT Number: GB386290956
Address: 36 Rippingale Way, Thornton Cleveleys, Lancashire FY5 2YA, United Kingdom (Not a Return Address)


Customer Service Opening Hours:
Monday - Friday: 9AM - 8PM
Saturday - Sunday: CLOSED

We will respond to your request within 48 hours.


Please Note: Our office address is for mailing only, do not send returns back to this address, we will provide you with a return address once your return has been approved.