Refunds & Returns Policy
Refunds & Returns Policy
Last updated: September 2026
At KDF Supplies, we want you to be satisfied with the products you purchase from us. This Refunds & Returns Policy explains your rights and the process for cancelling an order, returning a product or reporting an item that is faulty, damaged or incorrect.
Nothing in this policy affects your statutory rights.
1. Cancelling an Order
If you wish to cancel an order, please contact us as soon as possible:
Telephone: 01283 331398
Email: sales@kdfsupplies.co.uk
If your order has not yet been dispatched, we will normally be able to cancel it and arrange a refund.
If your order has already been dispatched, additional delivery, collection or return charges may apply, subject to your statutory rights.
Special-order, bespoke or made-to-order products may be subject to different cancellation conditions. Please see the relevant section below.
2. Consumer Returns
If you are purchasing as a consumer and have bought goods online, you will normally have the right to cancel your order within 14 days of receiving the goods, subject to the exceptions provided by law.
Once you have notified us that you wish to cancel, you normally have a further 14 days to return the goods.
Please contact us before returning any item so that we can provide the appropriate return instructions.
Unless the goods are faulty, damaged, incorrectly supplied, or we agree otherwise, you will normally be responsible for the cost of returning the goods.
This can be particularly important for large or heavy products, where specialist collection or transport may be required.
3. Condition of Returned Products
Products being returned because you have changed your mind should be kept in good condition and, where reasonably possible, returned:
unused and uninstalled;
complete with all components and accessories;
in their original packaging where available; and
in a condition suitable for resale.
You may inspect products in the same way you reasonably would in a shop. However, if products have been handled beyond what is necessary to establish their nature, characteristics and functionality, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.
Please do not install, modify or use a product if you intend to return it because you have changed your mind.
4. Large and Heavy Items
Many products supplied by KDF Supplies, including tanks, treatment systems and associated equipment, are large, heavy or require specialist transport.
Please contact us before attempting to return one of these products.
Where you are responsible for the return cost, we can advise you of the appropriate return arrangements. Where available, we may be able to arrange collection on your behalf, with the applicable collection cost deducted from your refund or charged separately.
Collection charges can vary depending on the product, size, weight and location.
Do not return large products without first contacting us and receiving return instructions.
5. Special-Order, Bespoke and Made-to-Order Products
Some products may be manufactured, modified, configured or ordered specifically to meet a customer’s requirements.
Consumer cancellation rights may not apply to goods that are made to the consumer’s specifications or are clearly personalised, where the relevant statutory exception applies.
Where a product is a special-order item but does not fall within a statutory exception, your statutory consumer cancellation rights will continue to apply.
For business customers, special-order, bespoke and made-to-order products may be non-cancellable and non-returnable once the order has been placed with the manufacturer or supplier, unless otherwise agreed by KDF Supplies in writing.
We recommend confirming any cancellation or return conditions with us before ordering a specialist product.
6. Damaged Goods
Please inspect your goods as soon as reasonably possible following delivery.
If an item arrives visibly damaged, please notify us as soon as possible and provide:
your name;
order number;
details of the damaged product;
a description of the damage; and
photographs showing the product, packaging and damage where possible.
Please retain the product and its packaging while we investigate the issue.
For large items delivered by pallet or specialist vehicle, we recommend checking for visible damage before installation or use.
Reporting damage promptly helps us investigate the issue with the manufacturer or delivery company, but this does not affect any statutory rights you may have.
7. Incorrect Products
If you receive a product that is different from the item you ordered, please contact us as soon as possible.
Please do not install or use an incorrectly supplied product.
Once we have confirmed the issue, we will arrange the appropriate collection, replacement or refund at no additional cost to you where we are responsible for supplying the incorrect item.
8. Faulty Products
If you believe a product is faulty, please contact us with details of the problem.
We may ask you to provide photographs, videos, serial numbers or other information to help us identify the fault and determine the appropriate solution.
Depending on the circumstances and your statutory rights, we may arrange for the product to be inspected, repaired, replaced or refunded.
Products may also be covered by a manufacturer’s warranty. Manufacturer warranties are provided in addition to, and do not replace, statutory consumer rights.
9. Installation and Product Suitability
Customers are responsible for ensuring that products are suitable for their intended application before installation unless KDF Supplies has expressly agreed in writing to specify the product for that application.
Please check product dimensions, capacities, specifications, inlet and outlet arrangements, electrical requirements and other relevant information before installation.
If you are unsure whether a product is suitable, please contact us before ordering or installing it.
A product that has been correctly supplied but incorrectly selected, installed, modified or used may not be eligible for return once installed or altered, subject always to any statutory rights that apply.
10. Refunds
Once a return has been received and, where appropriate, inspected, we will process any refund that is due.
For valid consumer cancellations, refunds will be made in accordance with applicable consumer law, including any refund of qualifying standard outbound delivery charges where required.
Additional delivery costs resulting from choosing a more expensive delivery method than our standard delivery option are not normally refundable.
Where you are responsible for returning the goods, return or collection costs will not normally be refunded.
Refunds will generally be made using the same payment method used for the original purchase unless otherwise agreed.
We aim to process refunds promptly and within the time limits required by applicable law. Your bank or payment provider may require additional time for the funds to appear in your account.
11. Delivery Refusal and Failed Delivery
Please do not refuse delivery simply because you have changed your mind without first contacting us.
For large or specialist deliveries, costs may be incurred where:
nobody is available to accept a pre-arranged delivery;
suitable access has not been provided;
delivery cannot be safely completed;
incorrect delivery information has been supplied; or
a delivery is refused without an appropriate reason.
Where permitted by law, reasonable redelivery, return or collection charges may be payable by the customer.
Your statutory rights regarding faulty, damaged or incorrectly supplied goods are unaffected.
12. Business Customers
If you are purchasing wholly or mainly for purposes relating to your trade, business, craft or profession, consumer cancellation rights may not apply.
Returns from business customers are subject to our applicable terms of sale and must normally be authorised by KDF Supplies before goods are returned.
We reserve the right, where legally permitted and agreed as part of the applicable terms of sale, to refuse non-faulty business returns or apply reasonable collection, handling or restocking charges.
13. How to Request a Return
Before returning a product, please contact us:
KDF Supplies
3 Laburnum Grove
Fauld
Tutbury
Burton on Trent
Staffordshire
DE13 9GY
United Kingdom
Telephone: 01283 331398
Email: sales@kdfsupplies.co.uk
Please provide your order number and details of the product you wish to return.
If the product is faulty, damaged or incorrect, please include a description of the issue and photographs where appropriate.
We will then advise you of the next steps and, where applicable, provide return or collection instructions.
Please do not send products back without first contacting KDF Supplies.
14. Your Statutory Rights
Nothing in this Refunds & Returns Policy is intended to exclude, restrict or otherwise affect rights that cannot legally be excluded or restricted.
Consumers may have rights under UK legislation including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These rights may include remedies where goods are faulty, not as described or not of satisfactory quality, as well as cancellation rights for certain distance purchases.
