Returns & Refunds

At KS Suppliers Ltd, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how returns, cancellations and refunds work for orders placed through our website.

This policy applies to orders placed by customers in the United Kingdom.

1. Your Right to Cancel an Online Order

If you purchase goods from us online, by telephone or through another distance-selling method as a consumer, you will normally have the right to change your mind and cancel your order.

You must notify us that you wish to cancel within 14 days of receiving your goods.

You do not need to provide a reason for cancelling.

After notifying us of your cancellation, you normally have a further 14 days to return the goods to us.

UK distance-selling rules provide these cancellation rights for eligible consumer purchases.

To cancel an order, please contact us using the contact details at the bottom of this page.

2. How to Cancel Your Order

To cancel an eligible online order, please contact KS Suppliers Ltd by email or telephone.

Please provide:

• Your full name
• Your order number
• Your email address or telephone number
• Details of the item or items you wish to return

You may also use the cancellation form provided at the bottom of this page.

We will provide instructions regarding how and where the goods should be returned.

If your order has not yet been dispatched, please contact us as quickly as possible. We will try to stop the shipment, although this cannot always be guaranteed once an order has entered the dispatch process.

3. Returns for Unwanted Items

If you are a consumer and have changed your mind about an eligible online purchase, you may return the goods within the applicable cancellation period.

Where possible, goods should be returned:

• Complete
• With all supplied accessories
• With manuals and instructions
• With the original packaging
• Securely packaged to prevent damage during transport

You are entitled to inspect goods in a similar way to how you would reasonably inspect them in a physical shop.

However, if you handle or use the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this reduces their value, we may make an appropriate deduction from your refund where permitted by law.

Return postage for unwanted goods

Unless otherwise stated, customers are responsible for the direct cost of returning unwanted goods where we informed you of this before purchase.

Please use a suitable tracked or insured delivery method where appropriate, as you remain responsible for safely returning the goods until they reach us.

For large, heavy or specialist electrical products, please contact us before arranging a return.

4. Faulty, Damaged or Incorrect Items

If you receive a product that is:

• Faulty
• Damaged
• Not as described
• Incorrect
• Missing components
• Or does not perform as it reasonably should

please contact us as soon as possible.

Please provide:

• Your order number
• The product name or product code
• A description of the problem
• Photographs or video where appropriate
• Photographs of damaged packaging where applicable

We will review the issue and provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a refund, repair, replacement or other appropriate solution.

UK consumer law requires appropriate remedies where goods are faulty, not as described or do not do what they are supposed to do; statutory rights cannot simply be removed by a retailer's own returns policy.

Items damaged in transit

If your parcel arrives visibly damaged, we recommend taking photographs of the packaging before opening it.

Please report transit damage to us as soon as reasonably possible so that we can investigate the matter with the delivery company.

Incorrect products

If we have supplied an item different from the one you ordered, please contact us before returning it.

Where the error is ours, we will arrange an appropriate return or replacement process.

5. Items That May Not Be Returnable Unless Faulty

Some products may be excluded from the normal change-of-mind cancellation right where permitted by law.

Examples can include:

• Goods made to your individual specifications
• Clearly personalised or bespoke products
• Certain sealed goods where a legal return exception applies
• Products that have been altered or modified at the customer's request

For an electrical wholesaler, this may potentially include products genuinely prepared specifically to an individual customer's specification, such as specially manufactured or bespoke items.

Standard stocked products do not become non-returnable simply because we ordered them from a supplier for you.

Any exclusion from the change-of-mind cancellation right does not remove your statutory rights if the goods are faulty, damaged, not as described or otherwise fail to meet legal requirements.

UK guidance recognises certain exceptions to change-of-mind returns, including genuinely personalised or custom-made products.

6. Business and Trade Orders

KS Suppliers Ltd supplies electricians, contractors, companies and other trade customers as well as consumers.

Consumer cancellation rights relating to online purchases generally apply to individuals purchasing wholly or mainly outside their trade, business, craft or profession.

If an order is placed wholly or mainly for business purposes, different return conditions may apply.

For business and trade customers, returns of non-faulty goods are subject to our approval unless otherwise agreed in writing.

When considering a trade return, we may take into account:

• How long ago the goods were supplied
• The condition of the goods
• Whether packaging has been opened or damaged
• Whether the product is a normal stocked item
• Whether it was specially ordered
• Whether the manufacturer or supplier will accept the return
• Reasonable handling or restocking costs, where agreed and legally permitted

Please contact us before returning any business or trade order.

Nothing in this section limits rights or remedies that cannot lawfully be excluded.

7. Products Purchased In Store or at Our Trade Counter

For non-faulty products purchased in person from our shop or trade counter, there is generally no automatic legal right to a refund simply because you have changed your mind.

However, KS Suppliers Ltd may choose to accept certain unused products for return at our discretion.

Any voluntary return may depend on:

• Proof of purchase
• The product being unused
• The product being complete
• Original packaging being present
• The condition of the packaging
• How long ago the purchase was made
• Whether the product is normally stocked

This does not affect your legal rights if the product is faulty, damaged or not as described. GOV.UK distinguishes change-of-mind rights for items bought in person from distance-sale cancellation rights.

8. Proof of Purchase

We may require proof that the goods were purchased from KS Suppliers Ltd before processing a return, refund, repair or replacement.

Suitable proof of purchase may include:

• Sales receipt
• Order confirmation
• Invoice
• Delivery note
• Bank or card transaction showing the purchase
• Other reasonable evidence of purchase

UK guidance confirms that retailers can ask customers to provide proof of purchase.

9. How Refunds Are Made

Approved refunds will normally be made using the same payment method used for the original purchase unless another method is agreed or reasonably necessary.

For eligible consumer cancellations, refunds will be processed within the period required by law.

For online change-of-mind cancellations, we will normally refund the price paid for the returned products and the cost of our standard outbound delivery service where applicable.

If you selected a more expensive premium or express delivery option, we are normally only required to refund the equivalent cost of our standard delivery option.

Your bank, credit-card company or payment provider may require additional processing time before the refund appears in your account.

10. Return Delivery Costs

Unwanted products

Where you are returning an eligible product because you have changed your mind, you may be responsible for the cost of returning it, provided this was properly communicated before purchase.

Faulty or incorrect products

If goods are being returned because they are faulty, damaged when supplied, incorrectly supplied or otherwise fail to meet your statutory rights, please contact us before paying for return postage.

We will provide appropriate return instructions.

Please do not arrange an expensive specialist courier or pallet return without first contacting us unless reasonably necessary.

11. Large, Heavy or Oversized Products

Some electrical products may not be suitable for normal parcel returns.

Examples may include:

• Cable drums
• Large quantities of cable
• Long conduit or trunking
• Large distribution equipment
• Heavy electrical equipment
• Palletised orders

Please contact us before attempting to return these products.

Where appropriate, we will discuss collection, courier or pallet-return arrangements with you.

12. Electrical Products That Have Been Installed

Please ensure you have selected the correct product before installation.

For a non-faulty change-of-mind return, installation, modification or significant use may affect whether the goods can be returned and may reduce their value.

However, installing a product does not automatically remove your legal rights where the product itself is faulty or fails to comply with your contract.

Where you believe an installed electrical product is faulty, please stop using it if continued use could create a safety risk and contact us.

We may request information about:

• The installation
• The nature of the fault
• Testing carried out
• Product serial numbers
• Manufacturer information

Where appropriate, the product may need to be inspected.

13. Manufacturer Warranties

Some products supplied by KS Suppliers Ltd may also be covered by a manufacturer's warranty or guarantee.

Warranty periods and conditions vary between manufacturers.

Where applicable, we may ask you to provide:

• Proof of purchase
• Product serial number
• Installation information
• Photographs
• Details of the reported fault

A manufacturer's warranty is additional to applicable statutory consumer rights and does not replace them.

14. Special Orders and Bespoke Products

Some items may be ordered specifically for a particular customer or project.

If a business customer asks us to order an unusual, bespoke or non-stock product specifically for them, we may advise before accepting the order that cancellation or return will not be available once we have committed to ordering the goods.

For consumer purchases, any restriction will only apply where permitted by law.

15. Condition of Returned Goods

Returned goods should be securely packaged to prevent damage while being transported.

Where possible, please include:

• Original product packaging
• Accessories
• Instructions
• Fixings
• Components
• Protective inserts

Please do not attach courier labels directly to the manufacturer's retail packaging where suitable outer packaging can reasonably be used.

If an unwanted product has suffered a reduction in value because it has been handled beyond what is reasonably necessary, we may make a lawful deduction from the refund.

16. Missing Items or Incomplete Orders

If an item is missing from your delivery, please contact us as soon as possible.

Please provide:

• Your order number
• Details of the missing product
• Photographs of the parcel where appropriate

We will review the order and dispatch records and work with you to resolve the issue.

17. Exchanges

Where appropriate, we may offer an exchange instead of a refund.

For example, you may wish to exchange:

• An incorrectly ordered electrical accessory
• A product for another rating or specification
• An incorrect size or model

Any exchange of non-faulty goods is subject to availability and our applicable return conditions.

If there is a price difference between the products, an additional payment or partial refund may be required.

18. Returning Goods to KS Suppliers

Please contact us before sending any return.

This allows us to provide you with the correct instructions and helps us identify and process your return efficiently.

Returns should be sent to:

KS Suppliers Ltd

Returns Department

Please include your:

Name:

Order number:

Telephone or email:

Reason for return:

We recommend obtaining proof of postage.

19. Refund Processing Time

After receiving and inspecting an approved return, we will process your refund as soon as reasonably possible.

For an eligible online consumer cancellation, the refund will be made within the applicable statutory timeframe. GOV.UK states that the refund should generally be made within 14 days of receiving the returned goods.

Once processed by us, additional time may be required by your bank or payment provider.

20. Sale and Discounted Products

Products purchased during a sale or promotion have the same statutory consumer rights regarding faulty goods as products purchased at full price.

A discounted price does not remove your legal rights.

21. Refunds We Cannot Process

We may be unable to provide a change-of-mind refund where, for example:

• The applicable cancellation period has expired
• The product falls within a lawful cancellation exception
• A non-faulty trade return has not been approved
• We cannot reasonably establish that the item was purchased from us
• The goods have been damaged by misuse or improper handling after delivery

This does not prevent you from exercising statutory rights that apply to faulty or misdescribed goods.

22. Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights.

Consumers are entitled to legal remedies where goods supplied by a retailer are faulty, not as described or fail to meet applicable legal standards.

It is unlawful for retailers to use their own return policies to remove rights that consumers have under the law.

Contact Us About a Return

If you need help with a return, refund, damaged delivery or incorrect product, please contact our team.

KS Suppliers Ltd

Email: sales@kssuppliers.com

Telephone: 020 8205 3159

Address: 237, Edgware Road, Colindale, London, NW9 6LU.

Please include your order number when contacting us about an existing purchase.

Cancellation Form

You can also place this at the very bottom of the page because UK distance-selling information includes providing customers with a standard cancellation form where cancellation rights apply.

To: KS Suppliers Ltd

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order Number: ______________________

Product(s): ______________________

Ordered On: ______________________

Received On: ______________________

Customer Name: ______________________

Customer Address: ______________________

Email / Telephone: ______________________

Date: ______________________

You do not have to use this form. You can also contact us directly by email or telephone to tell us that you wish to cancel.