Shipped to Isle of Man and Isles of Scilly, Mainland UK, Northern Ireland, Scottish Highlands and Islands
Shipped from United Kingdom
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
2. Free delivery
2.1 We offer free standard delivery to all mainland UK addresses on all orders over GBP 100 (excluding VAT).
2.2 All other orders will be subject to delivery charges as detailed in Section 5.
3. Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
3.2 We may from time to time agree to delivery products to other countries and territories.
4. Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select identify delivery method, and the typical period for delivery of products by this method is 3 to 5 working days.
4.2 If you place your order by 11am GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 11am GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
5. Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows:
(a) Normal mainland UK delivery charges are £5.00 and orders are delivered within 3-5 working days.
(b) Northern Ireland delivery charges are £11.00
Please allow additional days for deliveries to off-shore islands, Scottish Highlands and Northern Ireland.
6. Delivery tracking
6.1 Delivery tracking is available in respect of all orders for our products (By giving your order number to our Sales Department)
6.2 To track your delivery, enter your tracking number which is provided by our Sales Deparment into our delivery service provider's website.
7. Receipt and signature
7.1 All deliveries must be received in person at the delivery address, and a signature must be provided.
7.2 Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature.
8. Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
9.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
10. Delivery problems
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free of charge.
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
|Kinetic Sales Returns Policy
Kinetic Enterprises Ltd 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
2. Review of policy
2.1 We understand that from time to time you may wish to return a product to us.
2.2 We have created this policy to enable you to return products to us in appropriate
2.3 This policy shall apply to all of our customers, irrespective of their geographical
2.4 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).
3. Terms and Conditions of Returning Sales Goods
The Trade Customers of Kinetic may return these products only if all of the below conditions
3.1. Claims for shortages or damaged goods are reported to the office within 5 days of
receipt of order. Any delays will always be considered.
3.2. All claims are submitted to the office in written form, i.e. via email, with supporting
photographic evidence (where applicable).
3.3. 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.
3.4. If customers would like to return goods that are not damaged, these will be accepted
only if all of the below is met:
a) The return is not a result of the customer changing their mind about a purchase they
have already made.
b) 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
c) The goods are in saleable condition – product is not used and is still sealed, original
packaging and labels are uncompromised (wherever applicable).
3.5. 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.
3.6. 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
3.7. 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.
3.8. Claims are authorised and issued only by the Kinetic office. No claims approved by
Sales Representatives will be honoured.
3.9. 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
3.10. Items that have been incorrectly dispatched to customers or have been dispatched
with a distinct manufacturing flaw can be returned anytime.
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product made to order;
(c) any product personalised or adapted for you; or
(d) gift vouchers.
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.