Return & Refund Policy
At DIY Kit House, customer satisfaction is important to us. If you experience an issue with your order, we’re here to help.
Please read our return and refund policy below.
1. Return Eligibility
If you wish to return an item because you have changed your mind, please contact us within [30 days] of receiving your order.
For returns under our voluntary return policy, products should generally be:
- Unused and in their original condition.
- Returned with all original components and accessories.
- Packed securely to prevent damage during return shipping.
These conditions do not limit any mandatory consumer rights that apply to your purchase.
2. Change of Mind Returns
If you decide that a product is no longer needed or is not what you expected, you may request a return subject to the applicable return conditions.
For change-of-mind returns:
- Customers are responsible for return shipping costs, where permitted by law.
- Original shipping charges may not be refundable, except where required by applicable law.
- Returned products must meet the applicable return conditions.
For customers in the UK and EU, statutory cancellation and withdrawal rights apply where required by law. Please see the section below.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within [7 days] of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photos or videos showing the problem.
After reviewing your request, we will work with you to arrange an appropriate solution, which may include a replacement, missing components, repair, or refund.
Where the issue is our responsibility, we will cover reasonable return or replacement shipping costs, as applicable.
Nothing in this policy limits your statutory rights regarding faulty or misdescribed goods.
4. UK & EU Consumer Withdrawal Rights
Customers in the United Kingdom and European Union may have a statutory right to cancel eligible online purchases within 14 days of receiving their goods, without giving a reason.
After notifying us of your decision to cancel, you generally have a further 14 days to return the goods.
The refund will include the standard delivery cost where required by applicable law. Additional delivery charges for a more expensive shipping option may not be refundable beyond the standard delivery cost.
Customers may be responsible for direct return shipping costs if they were informed of this requirement before purchase and applicable law allows it.
Certain statutory exceptions may apply, including qualifying personalised or made-to-order goods.
These rights are separate from any additional voluntary return policy offered by DIY Kit House.
5. Refund Processing
Once your returned item has been received and inspected, we will notify you of the refund decision.
Approved refunds will be issued to the original payment method.
Please allow [5–10 business days] for processing after approval. The actual time for funds to appear may depend on your bank or payment provider.
Statutory refund deadlines will take priority where applicable.
6. Exchanges and Replacements
If you receive a defective, damaged, or incorrect item, please contact us.
Depending on the circumstances and applicable consumer rights, we may arrange a replacement, exchange, or refund.
7. Non-Returnable Items
Certain products may be excluded from voluntary returns where permitted by law, including:
- Personalised or custom-made items that fall within a statutory exception.
- Items that cannot be returned for applicable legal or hygiene reasons.
This section does not remove any statutory cancellation, refund, or faulty-goods rights.
8. How to Request a Return
To start a return, please contact us:
Email: support@diykithouse.com
Subject: Return Request – [Order Number]
Please do not send products back before receiving return instructions from our customer service team.
9. Contact Us
If you have any questions about returns or refunds, please contact us at support@diykithouse.com.
Thank you for shopping with DIY Kit House!