At Hoover Kitchen Supply Shop, we are committed to providing premium kitchen products with exceptional service. Our comprehensive shipping and returns policy ensures a smooth shopping experience from delivery to potential returns.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays). You will receive an email confirmation once your order has been dispatched.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Tracking information provided
  • Free Shipping (for orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on destination and customs processing. We currently ship worldwide except to certain Asian countries and remote regions.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. If you’re not happy with your order, our straightforward returns process makes it easy to get a refund or exchange.

Eligibility for Returns

  • Items must be returned within 15 days of receiving your order
  • Products must be in original condition – unused, uninstalled, and with all original packaging and tags
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

Due to hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Caps, Corners & Joints (once opened)
  • Edge Caps and Edging & Joints materials
  • External Corners that have been cut or modified
  • Any custom-made or specially ordered items

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service within 15 days of receiving your order by emailing [email protected] with your request
  2. Complete the Return/Exchange Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item(s) securely in the original packaging with all accessories
  5. Ship your return using the shipping method we provide (return shipping costs may apply)

Return/Exchange Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Hoover Kitchen Supply Shop Customer Service,

I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number] placed on [Order Date]).

Details of item(s) to be returned/exchanged:

  • Product Name:
  • Quantity:
  • Reason for return/exchange:

For exchanges, please specify the replacement product you would like:

  • Replacement Product Name:
  • Product Code (if known):

Please advise on the next steps for processing this request.

Thank you,

[Your Full Name]
[Your Contact Number]
[Your Email Address]

Refund Process

  • Refunds will be processed within 5-7 business days after we receive and inspect your returned item(s)
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • You will receive email confirmation when your refund has been processed
  • Refunds may take 1-2 billing cycles to appear on your credit card statement

Exchange Process

  • We will ship your replacement item once the original item is received and inspected
  • If the replacement item is of higher value, you will need to pay the difference
  • If the replacement item is of lower value, we will refund the difference
  • Standard shipping times apply for replacement items

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We will arrange for a replacement or refund at no additional cost to you

Important Notes:

  • We recommend using a trackable shipping service for returns
  • Hoover Kitchen Supply Shop is not responsible for items lost or damaged in return transit
  • For international returns, customs fees and import duties are non-refundable
  • This policy is subject to change without notice

For any questions about our shipping or returns policy, please contact our customer service team at [email protected].

Last updated: [Insert Date]