Returns Policy

We want you to be satisfied with your purchase from Kirmell. This Returns Policy explains how returns, exchanges, and refunds are handled for orders placed with us.

If you are a consumer buying online, your statutory rights (including cancellation rights for distance sales) apply.
For business or trade purchases, different terms may apply and certain consumer cancellation rights do not apply.

Standard Returns (Changed Your Mind / Unwanted Items)

Consumer online orders:
You may cancel your online order within 14 days of receiving your goods. You then have a further 14 days to return the items to us.

Goodwill extended window (optional):
For many standard stock items, we may accept returns up to 28 days from delivery, provided all return conditions are met.
This goodwill policy does not affect your statutory rights.

Return Conditions

• Items must be unused, uninstalled, and in a resaleable condition
• All parts, accessories, and components must be included
• Original packaging should be used where possible
• Please include your delivery note or order paperwork

If returned items are used, incomplete, damaged, or not resaleable, we reserve the right to refuse the return
or apply a deduction to reflect any loss in value.

How to Arrange a Return

Do not send any items back without prior authorisation. Please contact us first so we can approve the return
and provide instructions (and a returns reference where applicable).

When contacting us, please include:

• Order number
• Item code(s) and quantity
• Reason for return (unwanted, incorrect, faulty, or damaged)
• Photos (required for faulty or damaged items)

Contact us:
Email: [email protected]
Phone: +44 (0) 121 456 3141

Return Options

A) Return by courier (recommended):
We recommend using a tracked service and keeping proof of postage.

B) Collection arranged by Kirmell (optional):
For some orders, particularly bulky or palletised items, we can arrange a courier collection.
Collection fees apply and will be confirmed in advance.

Fees, Delivery Charges & Deductions

• For unwanted (non-faulty) returns, return carriage costs are the customer’s responsibility
• A handling or restocking fee (up to 20% on some items or orders) may apply
• If a delivery is refused without prior agreement, courier return costs may be deducted from any refund
• For statutory consumer cancellations, the basic outbound delivery charge is refunded where required by law

Non-Returnable Items (Unless Faulty)

• Made-to-order, bespoke, or special-order items
• Custom-cut or cut-to-length products
• Items clearly marked as non-returnable at the point of sale

Faulty, Damaged, or Incorrect Items

Please inspect your delivery as soon as possible. Any visible damage, shortages, or errors should be reported within 48 hours of delivery where possible.

Where goods are confirmed to be faulty, damaged, or incorrectly supplied, Kirmell will cover reasonable return or collection costs
and arrange a replacement, repair, or refund as appropriate.

Inspection & Refunds

Returned items are inspected upon receipt. Refunds are issued to the original payment method and are usually processed within
5–7 working days of inspection, and within 14 days where required by law.

Returns Address

Do not send returns without authorisation.

Kirmell Limited
Kirmell Works
79 Eyre Street
Birmingham
B18 7AA

Trade & Business Orders

For trade customers, returns are accepted only with prior authorisation and may be subject to handling fees,
return carriage costs, and exclusions for bespoke or special-order items.