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Returns policy

1.       Introduction

1.1    We understand that from time to time you may wish to return a product to us.

1.2    We have created this policy to enable you to return products to us in appropriate circumstances.

1.3    This policy shall apply to all of our customers, irrespective of their geographical location.

1.4    This policy shall apply to all orders submitted through our website.

1.5    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2.       Returns

2.1    If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)    we receive the returned product within 14 days following the date of dispatch of the product to you;

(b)    the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)    you comply with the procedure set out in this policy in relation to the return of the product; and

(d)    none of the exclusions set out in this policy apply.

3.       Returns procedure

3.1    In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2    Products returned under this policy must be sent by Royal Mail Signed For delivery to Kinetic Enterprises Ltd, Units 1, Central Park, Central Way, London, NW10 7FY.

3.3    You will be responsible for paying postage costs associated with returns under this policy.

A. Kinetic Enterprises engages to supply its customers with products that:

(a) Are in saleable condition

(b) Are not damaged

(c) Whose packaging or labelling is not compromised

(d) Have sufficient remaining shelf life

(e) Correspond to their technical specifications

(f) Are charged at the correct price

B. The Trade Customers of Kinetic may return these products only if all of the below conditions are met:

(a) Claims for shortages or damaged goods are reported to the office within 5 days of receipt of order. Any delays will always be considered

(b) All claims are submitted to the office in written form, i.e. via email, with supporting photographic evidence (where applicable)

(c) All claims are submitted with a valid reference relating to the purchase of goods, e.g. invoice number or order number, with the exception of consumer sales returns

(d) If customers would like to return goods that are not damaged, these will be accepted only if all of the below is met:

i) The return is not a result of the customer changing their mind about a purchase they have already made

ii) The goods have a minimum of 6 months remaining shelf life. No claims for expired goods will be accepted, especially if the goods have been purchased more than 1 year ago

iii) The goods are in saleable condition – product is not used and is still sealed, original packaging and labels are uncompromised (wherever applicable)

(e) For goods that are sold in cases, e.g. a case of 15 sachets, a box of 12 food bars or a display of 6 lip balms, no claims for singles will be accepted

(f) If customers would like to return goods that have been returned to them by consumers, they need to notify the Kinetic office in writing by specifying the reason why the goods were returned

(g) Claims on goods that were sold to customers ‘on promotion’ where the customer was explicitly aware of the promotion will not be accepted. Returns for over stocking will not be accepted. Customers who accept a bespoke promotion, where the discounted product has a fault, cannot make claims on this fault

(h) Claims are authorised and issued only by the Kinetic office. No claims approved by Sales Representatives will be honoured

(i) If a claim has been challenged by Kinetic and a follow up has not been submitted by the claimant within 2 weeks’ time, the claim is no longer valid and will therefore be cancelled

(j) Items that have been incorrectly dispatched to customers or have been dispatched with a distinct manufacturing flaw can be returned anytime


4.       Exclusions

4.1    The following types of product may not be returned under this policy:

(a)    food, drink and any other products liable to deteriorate within the period of [3 months] following dispatch;

(b)    DVDs, CDs and other audio or video or audio-visual recordings;

(c)    computer software (whether on CD-ROM, DVD-ROM or otherwise);

(d)    newspapers, periodicals, magazines or similar products;

(e)    toiletries and cosmetics;

(f)    any product made to your specification;

(g)    any product made to order;

(h)    any product personalised or adapted for you; or

(i)     gift vouchers.

5.       Refunds

5.1    We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2    We will not refund to you the original delivery charges relating to the returned product.

5.3    We will not refund to you any costs you incur in returning the product to us.

5.4    We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5    We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6.       Improper returns

6.1    If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7.       Our details

7.1    This website is owned and operated by Kinetic Enterprises Ltd

7.2    Our principal place of business is at Unit 1, Central Park, Central Way, London, NW10 7FY

7.3    You can contact us:

(a)    by post, using the postal address given above];

(b)    using our website contact form;

(c)    by telephone, on the contact number published on our website from time to time; or

(d)    by email, using the email address published on our website from time to time.