Refund policy

Our doors, drawer fronts, panels and trims are made to order for your kitchen, so returns work differently here than in most shops. Here's what you can send back, and what happens if something goes wrong.

Changing or cancelling your order

Spotted a mistake or forgotten something? Email us at contact@simplekitchenmakeover.co.uk with your order number. If your order hasn't gone into production yet, we'll change it or add the extra items and send everything together at no extra delivery cost. Once production has started, we can't make changes.

To cancel, email us with your order number. You can cancel until your order goes into production. After that we can't, because everything is made to your sizes. We email you when your order goes into production. Stock items are different, see below.

Made-to-order items

Our doors and drawer fronts are made to order, including popular sizes. So are our colour-matched panels and trims, such as end, appliance and filler panels, plinths, multi-purpose rail, cornice and corner posts. We can't take them back if you change your mind or order the wrong size. ALWAYS MEASURE TWICE. Our measuring guides show you how.

Stock items, such as handles and hinges

Changed your mind? You have 14 days from delivery to tell us by email, then another 14 days to send them back. We'll tell you where to send them. Please return them unused. You pay the return postage; use a tracked service and keep proof of postage. If they come back used or damaged, we may take the loss in value off your refund.

Damaged, faulty or wrong items

If something arrives damaged, faulty or not as described, or it's the wrong size, style or colour against your order, we'll replace it or refund you. If it's our mistake, we replace it at our cost.

Please check everything as soon as it arrives and email us within 72 hours of delivery, with your order number and photos of the problem. The sooner we hear from you, the sooner we can get a replacement made. If you find a fault later on, still tell us: your legal rights don't end after 72 hours.

Don't drill, cut or fit anything until you've checked it. We can't accept items that have been drilled, cut, fitted or altered, or that have scratches, dents or corner damage from after delivery.

Keep the item and its packaging until we've sorted things out, as we may need to collect it or take a look.

Replacements are like for like. If your colour has been discontinued in the meantime, we'll offer you the closest match.

Doors that look bowed

MDF doors need time to settle to the temperature of your home. Leave them in the room where they'll be fitted for 4 days, at normal room temperature (18 to 25°C), before you judge whether a door is bowed. If it still bows by more than 1mm over 600mm after that, let us know and we'll treat it as a fault.

Refunds

We refund to the card or payment method you paid with, within 14 days. For stock items you've sent back, that's 14 days from when they reach us. For faulty or wrong items, it's 14 days from when we agree the refund with you.

Your legal rights

Made-to-order items aren't covered by the 14-day cancellation right that applies to most online shopping. You're still protected by the Consumer Rights Act 2015: what we send must be of satisfactory quality, fit for purpose and as described. If it isn't, we'll repair, replace or refund it. Nothing on this page takes away those rights.

For cover after the first few weeks, see our guarantee.

Get in touch

Email contact@simplekitchenmakeover.co.uk or call 0141 266 0090. Please give your name and order number.