Refund policy

We want you to be 100% satisfied with your order, including the delivery experience as well as your new appliance(s).

However, we understand that sometimes things aren't quite as you'd hoped. Please do get in touch with our Customer Service Team in the first instance if you are not entirely happy with your purchase. We'll always try & help however we can.

It's important you check your Product(s) on receipt. Please carefully remove the packaging, inspect your product(s), and notify us immediately if there is any problem with your order.

Return & Refund Policy:

1. We aim to ensure that you are wholly satisfied with every product you order. If for any reason you are not 100% happy, or you just had a change of heart, please schedule a return with us within 30 days of receipt of the Product(s). You will need to have your order information ready and take reasonable care of the Product(s) and all of its associated packaging and all components.
   
   

2. When returning products, please note that you will be responsible for covering the cost of return. At Kaiser Appliances, we prioritize the safe handling of our products. Therefore, we utilize our own dedicated white-glove service for both deliveries and returns to ensure the utmost care is taken. Please be aware that the cost of collection starts from £24.95, however, this cost can vary depending on the quantity and weight of your appliance and the collection location.

3. All Products need to be returned to us in an 'as new' condition. This includes all associated components and all original packaging.

4. All Products will be inspected upon return to us. This process will be completed without delay but can take up to 7 working days. Associated refunds will be processed only once Products have been inspected. Funds may take an additional 2-3 days to show in your account due to your bank's processing time.
   
   
5. For Products received in as 'as new', resalable condition, we will refund you the full price you paid for the Product(s) directly via your original payment method.
   
   
6. For any Products received in a 'used', un-hygienic or non-resalable condition, we reserve the right to refuse to accept the return or to make a reasonable deduction from any refund. In this instance, we'll always endeavour to contact you & speak about the return before any Product is returned to you, or a refund is processed.
   
   
7. Any installation service, attempted installation service, or any other service ordered by the customer, including but not limited to connecting and powering up the appliance, that the customer has approved and accepts that the performance of such service is correct and understands the product is now deemed used. In this instance, we reserve the right to refuse or accept the return or to make a reasonable deduction from any refund. We will always endeavor to contact you and speak about the return before any Product is returned to you, or a refund is processed.
   
   
8. Please note that we do not accept unscheduled returns in person at any of our physical store, showroom or warehouse locations.
   
   
9. If for any reason you need to cancel your original Order before shipping, please notify us as soon as possible. If the order is not already being processed in our warehouse we may be able to prevent the Order from being shipped. If the Order has already been processed with our couriers, a cancellation fee may apply.
   
   
10. We shall not be held responsible for any damage or malfunction resulting from power surges, power fluctuations, or electrical disturbances. Users are advised to use appropriate surge protectors or voltage stabilizers to safeguard their appliances from potential electrical hazards.
    
    
11. Additionally, please note that all kitchen appliances should always be installed by trained and qualified engineers to ensure proper functionality and safety. Any repairs or replacements needed due to such events will not be covered under our warranty. We strongly recommend that our appliances be hardwired by a qualified electrician to ensure optimal performance.
    
    
12. Promotional Gifts: From time to time, we may include a free gift as part of a promotional offer — for example, a free small appliance when purchasing a qualifying product or bundle. Any free gift received as part of such a promotion forms part of the same order and must also be returned if the associated Product(s) are refunded. If a free gift is not returned, its full retail value will be deducted from the refund amount. The free gift must be returned unused and in its original packaging to qualify for a full refund.

Faulty or Damaged Products:

Please make sure to check your Order & Product(s) carefully upon receipt of delivery. If you receive a product that is damaged or faulty, please inspect it carefully upon delivery and notify us immediately of any issues. In order to assist with the claims process, please provide us with photographic evidence of any damage and packaging. If you do not report any damage to us within 7 days of receiving your product, it will be assumed that the product arrived in good condition and any subsequent damage will be deemed to have occurred while in your possession.

We cannot be held responsible for any damage that occurs after the 7-day period, and any claims for damage made after this time may not be accepted. If any Product is found to be faulty after use/installation & within warranty, our agreed warranty shall apply.