K&Co Return PolicyK-&-Co-Return-Policy

What do I need to do before returning an item?

Before arranging your return, please refer to the Approval Guarantee checklist:

  • If you receive incomplete items, or if a part arrives broken, please call us on 0844 822 8000 or email us before arranging the return as we may be able to replace the part
  • Items must be returned within the 28 day approval period
  • Please ensure the product is unused, complete and safely wrapped in its original packaging and that any security tags are still intact
  • Stick the returns address label over the original label
  • Please enclose a returns note with the product stating the reason for return

Please note, Items that are not adequately packaged and labelled will not be accepted through any of our returns routes.

How do I return an item?

The easiest way is to take your parcel to a Collect+ store near you. Find your nearest Collect+ store here or call us on 0845 270 9888. Please note, you can only return your parcel to a Collect+ store if it weighs less than 10kg and measures less than 90x60x60cm.

You can also use the highly reliable and convenient ByBox lockers service to return your parcels. There are over 500 lockers nationwide in places such as train stations, super markets, petrol stations, sports clubs and major shopping centers. Click here to find out more about Bybox lockers, Parcels weighing less than 15kg and maximum size 66cm x 43cm x 34cm can be returned via ByBox.

Before you return your item, please wrap and label it. The store will give you a receipt and an online tracking code. We will then collect and process your return for you.

How do I book a collection?

If you don’t wish to return your item through a local Collect+ store or a ByBox locker, it’s not a problem. A Home Delivery Network van can come and pick it up. Simply click My Account and choose ‘Arrange a Return’ or call us on 0844 822 8000.

Please ensure that you get a proof of return sticker or have your receipt stamped. Keep this in a safe place in case of any query. If you can’t produce a proof of return on a query, we reserve the right not to credit your account.

Can I use Collect+ for returns?

Yes. Collect+ returns are a free, convenient and secure way for you to return your items to us. There are over 3500 local neighbourhood stores and most are open late, 7 days a week. We strongly recommend you use this method.

The store will give you a receipt with a tracking code so that you can follow the progress of your return online. Your parcel should weigh less than 10kg with dimensions up to 60cm x 60cm x 90cm and be securely wrapped. Click here to find your most convenient Collect+ store.

Please remember to attach a completed returns label. If you do not have one, simply download it here.

What is ByBox?

ByBox is a simple and convenient way to return your parcels to us free of charge. There are over 500 ByBox lockers nationwide in convenient locations like your local supermarket, shopping centre, train station, retail park and petrol station. When you have a parcel that you want to return to us, you can do so by dropping it off at one of these lockers any time, day or night.

Please note, you can only return your parcel via ByBox lockers that weigh less than 15kg and maximum size 53cm x 37cm x 12cm can be returned via ByBox.

Visit the ByBox website website to find your nearest locker.

Can I return my item at a Post Office?

We recommend that you use Collect+ or ByBox lockers as the best way to return items, but you can also return items through the Post Office. Just make sure you send them back within 28 days, unused and in their original packaging, and with any security tags intact.

Make that your parcel is securely packaged and enclose your completed returns note, giving us a reason for return and making sure the returns address label is fixed securely to the outer packaging.

The Post Office will provide you with a receipt. Please retain this until the item has been credited back to your account.

You should allow up to 14 days for goods to be returned via the Post Office. If you need any further assistance, please send us an email using the Contact Us page or call us on 0844 822 8000. We’ll be happy to help!

Where can I get a replacement returns note?

If you need a new returns note for returning items through Yodel or via the Post Office, you can download one by accessing My Account and clicking on the link ‘Arrange a Return’. If you want to return an item with Collect+ simply click here

How long will it take for my account to be credited?

Please allow up to 7 days from the date of collection for your account to be credited for Collect+ and Home Delivery Network collections, and 14 days for goods returned via the Post Office.

REMEMBER to make your usual payment, as anything you return will not be credited to your account until your next statement. Please note returned items do not count towards your minimum payment.

Why hasn’t my return shown up on my statement?

Returns can take up to 14 days to get back to us and to be credited to your account. If you sent your parcel back through a Collect+ store, click here to track it using the number on your receipt. If you sent your parcel back via the Post Office, click here.

Take a look in My Account to see if your account has been credited since you received your statement. If the goods are still not showing as a credit more than 14 days after collection, please call us on 0844 822 8000. Have your parcel receipt number ready, along with the item number and order date.

The item I bought was part of a promotional offer, what do I need to return?

All promotional offers, e.g. free gifts or 3 for 2’s, must be returned in their entirety. Failure to comply may result in you being charged the full price for the items you keep.

What is your Returns policy?

You can shop with us in confidence because, for most products, we will replace or refund an item provided it is returned to us complete, unused and in its original packaging within the 28 day Approval Guarantee period.

We will replace or refund most items provided they are returned complete, unused and in the original packaging, with any appropriate security tags intact, within 14 days of receipt.

Exceptions to our Approval Guarantee

Our Approval Guarantee does not apply to some items or may apply only if certain conditions are met. We will advise you of these exceptions when placing your order. These items are clearly identified on the product page and any conditions are set out there. This does not affect your statutory rights.

Your Statutory Right To Cancel Your Order

For most items, you have the legal right to cancel your order within 7 working days of receipt. However this right does not apply to personalised products, perishable goods and audio & video recordings and computer software which has been opened. If you wish to cancel using this right, you need to inform us in writing within 7 working days, starting the day after you received the goods. You must also take reasonable care of the goods and return them to us or make them available for collection. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining them in a shop before purchase. You will be responsible for the cost of returning the goods to us, including the collection cost, if you cancel under Distance Selling Regulations.

Sale of Goods Act 1979
If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. repair, replacement, or refund. Just call us on 08448 111 800.

Supplier Helplines
If you report a fault with an electrical or furniture product, we may give you a supplier helpline to contact. We have arrangements in place with these helpline providers for them to identify the cause of any fault (we do not have the necessary technical expertise to do this) and to offer you an appropriate remedy on our behalf. If you are dissatisfied with the service provided by a particular helpline, please contact us on 0844 822 8000 and we will take back control of the matter. Most helplines are open 9am – 5pm Monday to Friday.

Returns outside of the Approval Guarantee
If you return an item to us outside the terms of our Approval Guarantee, and your statutory rights do not apply, we may return the item to you at your expense or accept the return subject to charging you a returns processing fee, as shown below to cover our costs:

  • Returned late (after 28 days) – up to £15
  • Returned incomplete, used, not in original packaging, or without security tags – up to £15 or returned to you at your expense
  • Returned outside of the terms of the exceptions of the Approval Guarantee (e.g. returned once assembled) – up to £15 or returned to you at your expense
The above fees will be charged to your credit account (if you purchased on credit) or deducted from your refund (if you paid by card.)

For more information visit K&Co

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