Refund policy
REFUND & RETURNS POLICY
Last updated: 13 September 2026
Kenrika Supplies is committed to providing clear and fair returns and refunds.
This policy explains your rights when cancelling an order, returning unwanted goods, or seeking a remedy where goods are faulty, damaged, incorrect or not as described.
Nothing in this policy limits or excludes any rights you have under applicable consumer law.
1. WHO THIS POLICY APPLIES TO
The consumer rights described in this policy apply where you are an individual purchasing wholly or mainly for purposes outside your trade, business, craft or profession.
If you are purchasing wholly or mainly for business purposes, please see the “Business customers” section below.
This policy applies to goods purchased directly from Kenrika Supplies through our website.
2. YOUR RIGHT TO CANCEL AN ONLINE ORDER
If you are a consumer purchasing goods online, you normally have the right to cancel your contract without giving a reason.
You may notify us that you wish to cancel at any time after placing your order and up to 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
If a single order contains multiple goods that are delivered on different days, the cancellation period will normally end 14 days after the day on which the last of those goods is received.
To exercise your right to cancel, you must clearly tell us that you wish to cancel.
You can contact us by:
Email: office@kenrika.co.uk
Telephone: +44 7568 470957
Post:
Kenrika Supplies
Sandwich Marina
Sandwich Industrial Estate
Sandwich
CT13 9LY
United Kingdom
You may also use the model cancellation form at the end of this policy, although you do not have to use it.
3. RETURNING GOODS AFTER CANCELLATION
After telling us that you wish to cancel, you must normally send the goods back to us within 14 days.
We ask that you contact us before sending a return so that we can provide the appropriate return instructions.
However, contacting us for authorisation is not a condition of exercising a statutory right to cancel.
For change-of-mind returns, you will normally be responsible for the direct cost of returning the goods where this was made clear to you before purchase.
You will not be responsible for return costs where the goods are faulty, damaged, incorrect, not as described, or where applicable law requires us to bear those costs.
Please obtain and retain proof of postage or other evidence that the goods have been sent.
We recommend using a return service appropriate to the nature and value of the goods.
Where goods are subject to special transport, size, weight or carrier restrictions, please contact us before arranging the return so that we can provide appropriate instructions.
4. CONDITION OF RETURNED GOODS
You may inspect goods in the same way that you could reasonably inspect them in a shop.
Please take reasonable care of goods while they are in your possession.
Where reasonably possible, we ask that goods are returned with their original packaging, instructions, accessories and other supplied items.
Original packaging is not, by itself, a condition of exercising your statutory cancellation rights.
However, if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and that handling has reduced their value, we may be entitled to make an appropriate deduction from the refund in accordance with applicable law.
5. GOODS THAT MAY NOT QUALIFY FOR CHANGE-OF-MIND CANCELLATION
The statutory right to cancel does not apply, or may cease to apply, to certain goods where the law provides an exception.
Depending on the product and circumstances, these may include:
• Goods made to your specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Sealed goods which are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
• Sealed audio recordings, sealed video recordings or sealed computer software once unsealed after delivery.
• Goods which, after delivery, have become inseparably mixed with other items.
• Newspapers, periodicals or magazines, other than qualifying subscription contracts.
These exceptions apply only where the relevant legal conditions are met.
An exception to change-of-mind cancellation does not remove your rights where goods are faulty, damaged, incorrectly supplied or not as described.
6. REFUNDS FOLLOWING A CHANGE-OF-MIND CANCELLATION
Where you validly cancel an eligible order, we will refund the amounts due to you without undue delay.
For goods that must be returned, we will normally make the refund no later than 14 days after the earlier of:
• the day we receive the goods back; or
• the day you provide satisfactory evidence that you have sent the goods back.
We will normally make the refund using the same payment method that you used for the original transaction, unless another method has been expressly agreed.
You will not be charged a fee by us for receiving a statutory refund.
Where required by law, we will also refund the cost of our least expensive standard delivery option.
If you chose a more expensive, premium or expedited delivery method, we are not required to refund the additional amount above the cost of our standard delivery service.
Banks, card issuers and payment providers may take additional time to show a completed refund in your account after we have processed it.
7. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable legal requirements, including being of satisfactory quality, fit for purpose where relevant, and as described.
If you receive goods that are faulty, damaged, incorrect or materially different from their description, please contact us as soon as reasonably possible.
Email: office@kenrika.co.uk
Telephone: +44 7568 470957
Please provide your order number and, where useful, photographs or other information showing the problem.
Depending on the circumstances and applicable law, your remedies may include a refund, repair, replacement or price reduction.
Consumers may have a short-term right to reject faulty goods within the applicable statutory period. Other rights may continue after that period.
Nothing in this policy requires you to accept store credit instead of a refund or other statutory remedy to which you are legally entitled.
8. COSTS OF RETURNING FAULTY OR INCORRECT GOODS
Where goods are faulty, damaged on delivery, incorrectly supplied, not as described or otherwise fail to conform to the contract, we will bear reasonable return costs where required by law.
Please contact us before arranging an expensive, specialist or unusually large return so that we can arrange or agree an appropriate return method.
This does not affect your statutory rights.
9. DAMAGE CAUSED AFTER DELIVERY
Statutory remedies do not normally cover problems caused solely by:
• misuse;
• accidental damage occurring after delivery;
• neglect;
• unauthorised modification;
• installation or use contrary to supplied instructions; or
• normal wear and tear.
This does not affect your rights where an underlying defect or lack of conformity existed when the goods were supplied.
10. CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: office@kenrika.co.uk
Telephone: +44 7568 470957
If we are able to stop the shipment, we will do so and process the appropriate refund.
If the parcel has already been dispatched and cannot be stopped, this does not by itself remove any statutory cancellation right you may have.
You may still notify us of your cancellation and return eligible goods in accordance with this policy.
11. PROOF OF PURCHASE
We may ask you to provide reasonable evidence that the goods were purchased from Kenrika Supplies.
This may include your:
• order number;
• order confirmation;
• receipt;
• payment record; or
• other suitable evidence of purchase.
12. RETURNS ADDRESS
We ask that you contact us before sending a return so that we can provide any necessary return instructions.
Returns should be sent to:
Kenrika Supplies
Sandwich Marina
Sandwich Industrial Estate
Sandwich
CT13 9LY
United Kingdom
Email: office@kenrika.co.uk
Telephone: +44 7568 470957
Please do not send goods to a manufacturer, supplier or other third party unless we specifically instruct you to do so.
13. BUSINESS CUSTOMERS
If you purchase goods wholly or mainly for purposes relating to your trade, business, craft or profession, statutory consumer cancellation rights do not generally apply.
Returns of non-faulty goods purchased for business purposes are therefore subject to any terms agreed between you and Kenrika Supplies and, where no right of return has otherwise been agreed, our agreement to accept the return.
Nothing in this section excludes or limits any right, remedy or liability that cannot lawfully be excluded or limited.
14. INTERNATIONAL CUSTOMERS
If we supply goods to customers outside the United Kingdom, mandatory consumer protection laws in the country in which you live may also apply.
Nothing in this policy is intended to exclude or restrict any consumer right which applicable law does not permit us to exclude or restrict.
15. CHANGES TO THIS POLICY
We may update this policy from time to time.
Any updated policy will apply to future orders from the date it takes effect.
Your statutory rights cannot be reduced retrospectively by a later change to this policy.
Unless otherwise required by law, the terms and information applicable when your order was placed will normally govern that order.
16. BUSINESS INFORMATION
Kenrika Supplies is the trading name of [YOUR FULL LEGAL NAME], a sole trader.
Business and correspondence address:
Kenrika Supplies
Sandwich Marina
Sandwich Industrial Estate
Sandwich
CT13 9LY
United Kingdom
Email: office@kenrika.co.uk
Telephone: +44 7568 470957
Contracts entered into through this website are with [YOUR FULL LEGAL NAME], trading as Kenrika Supplies.
17. MODEL CANCELLATION FORM
You may use this form if you wish to cancel an eligible consumer contract. You are not required to use this form.
To:
Kenrika Supplies
Sandwich Marina
Sandwich Industrial Estate
Sandwich
CT13 9LY
United Kingdom
Email: office@kenrika.co.uk
I hereby give notice that I wish to cancel my contract for the following goods:
Goods:
____________________________________________
Order number:
____________________________________________
Date ordered:
____________________________________________
Date received:
____________________________________________
Customer name:
____________________________________________
Customer address:
____________________________________________
____________________________________________
____________________________________________
Signature (only if this form is submitted on paper):
____________________________________________
Date:
____________________________________________