Returns & refunds policy

Your cancellation rights

If you are a consumer buying online, you may have a legal right to cancel your order within the applicable cancellation period under UK consumer law, which is normally 14 days from the day you receive the goods. Where you cancel, you then have a further period to return the goods to us.

Some items may be excluded from the statutory cancellation right, for example goods made to your specification or clearly personalised. Where an exclusion applies, we will tell you before you order.

How to start a return

• Contact Kraftdriven before returning any item.
• Provide your order number and the reason for the return.
• Wait to receive return instructions and a returns reference from us.
• Send the item back using the instructions provided, keeping proof of postage.

• Returns contact email: [RETURNS CONTACT EMAIL]
• Return address: [RETURN ADDRESS]

Please do not send items back before contacting us, as unidentified returns can delay your refund.

Change-of-mind returns

For change-of-mind returns, items should be returned in the condition you received them, with their original packaging and any accessories. You may handle goods as you would in a shop, but if the value of the goods is reduced by handling beyond that, we may make a proportionate deduction from your refund.

Return postage for change-of-mind returns is normally the customer's responsibility unless we state otherwise.

Faulty or damaged products

If an item arrives damaged, or develops a fault, contact us with your order number, a description of the issue and clear photographs. Where an item is faulty or damaged on arrival, we cover return postage and will offer a repair, replacement or refund in line with your statutory rights.

Incorrect items

If you receive an item that does not match what you ordered, contact us before installing or using it. We will arrange collection or return at our cost and send the correct item or issue a refund.

Refunds

Approved refunds are issued to the original payment method. We aim to process refunds within [REFUND PROCESSING TIME] of receiving and inspecting the returned item, and in any event within the period required by law.

Installed and modified items

Fitting an item is likely to go beyond the handling needed to inspect it, which can affect the refund due on a change-of-mind return. This does not affect your rights where an item is faulty, damaged or not as described.

Your statutory rights

Nothing in this policy removes or limits your statutory consumer rights. Where this policy and your legal rights differ, your legal rights apply.