Return & Refund Eligibility

The following are normally non-returnable unless the product is faulty, damaged, not as described, or we agree otherwise in writing:

• Specially sourced products
• Custom-made products
• Modified products
• Custom-branded products
• Non-stock products
• Products made to your specifications

Before returning any item, please contact us at support@johnkeans.co.uk. We will provide return instructions and, where applicable, a return-authorisation reference.

Contacting us first helps us process your return efficiently. This does not affect your statutory rights.

Restocking / Handling Charge:

Where a restocking or handling charge applies (for example, certain business or bulk orders), it will be disclosed before the return is accepted.

This policy is operated by: • JOHNKEANS UK LTD Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ • Email: support@johnkeans.co.uk • Telephone: +44 7444 906 225 • Website: www.johnkeans.co.uk

A Consumer is an individual purchasing products mainly for personal use and not primarily for business, trade, craft or professional purposes. A Business Customer is any individual, company or organisation purchasing products wholly or mainly for commercial, trade, craft or professional purposes. Different return and cancellation rights may apply to Consumers and Business Customers.

If you are a UK Consumer purchasing online, you normally have the right to cancel an eligible order within 14 days after the day on which you, or a person nominated by you, receives the products. If an order contains multiple products delivered separately, the cancellation period normally begins after the final product is received. You do not need to provide a reason for cancelling an eligible order. After notifying us of your decision to cancel, you normally have a further 14 days to return the products.

Before returning a product, please contact us at: • support@johnkeans.co.uk Please provide: • Your full name; • Order number; • Product name and model; • Quantity being returned; • Reason for the return; and Photographs or videos where the product is faulty, damaged or incorrect. We will provide return instructions and, where applicable, a return-authorisation reference. Contacting us before sending the product helps us process the return efficiently. This procedure does not affect a Consumer’s statutory rights. Products must not be sent to our registered office unless we expressly confirm that it is the correct return address.

You may inspect a product to establish its nature, characteristics and functionality in the same way you reasonably could in a physical shop. Please return products: • With all supplied accessories, components and manuals; • Securely packaged to prevent transit damage; • With the original packaging where reasonably possible; and Without unnecessary handling, use, damage or modification. Original packaging is requested where available but is not automatically required for a valid statutory Consumer return. Where handling beyond what is reasonably necessary reduces the product’s value, we may make an appropriate deduction from the refund where permitted by law.

Consumer cancellation rights may not apply to: • Products made to your specifications; • Clearly personalised or custom-branded products; • Products permanently altered at your request; • Sealed products unsuitable for return for health-protection or hygiene reasons once unsealed; • Products that become inseparably mixed with other items after delivery; • Products liable to deteriorate or expire rapidly; and Other products excluded from cancellation rights under applicable law. A product is not automatically excluded merely because it was discounted, sold on clearance or ordered from a supplier. The exclusion for customised products does not affect your rights where the product is faulty, damaged or not as described.

Business Customers do not receive a general change-of-mind return right unless this is expressly agreed in writing. A Business Customer wishing to return a non-faulty product must contact us for approval. Acceptance is at our discretion and may be subject to: • The product being unused and in resalable condition; • Complete packaging, accessories and documentation; • Payment of return transportation costs; • Inspection and testing; and A reasonable restocking or handling charge disclosed before the return is accepted. Specially sourced, custom-made, modified, branded or non-stock products are normally non-returnable unless faulty or otherwise agreed in writing. Separate return conditions stated in an accepted quotation, purchase order acknowledgment or business contract will take priority.

For a Consumer change-of-mind cancellation, the Consumer is normally responsible for the direct cost of returning the product where this was communicated before purchase. JOHNKEANS will be responsible for reasonable return costs where: • The product is faulty; • The product was damaged before delivery; • The wrong product was supplied; or We have otherwise agreed to pay the return cost. Do not arrange an expensive freight return without our written approval. For large, heavy, hazardous or palletised products, contact us so that an appropriate collection or shipping method can be arranged. We are not responsible for loss or damage to a return caused by inadequate packaging or an unsuitable shipping method arranged independently by the customer. We recommend retaining proof of dispatch and using a tracked service.

Where a UK Consumer lawfully cancels an entire eligible online order, we will refund the product price and the cost of the least expensive standard delivery method offered for that order. If you selected an enhanced, express or premium delivery method, the additional delivery cost is not normally refundable. Original delivery charges may not be refunded where: • Only part of an order is returned; • The customer is a Business Customer; • The return is outside applicable cancellation rights; or Another lawful exception applies. This does not affect rights relating to faulty, damaged or incorrect products.

Products supplied to Consumers must be: • Of satisfactory quality; • Fit for their intended purpose; and As described. If a product is faulty, damaged or misdescribed, a Consumer may have statutory rights to a refund, repair, replacement or price reduction depending on the circumstances and applicable law. A qualifying Consumer may have a short-term right to reject faulty goods within 30 days after delivery. Further rights may continue after that period. Nothing in this policy replaces or restricts those statutory rights. Where appropriate, we may inspect or test a returned product before confirming the available remedy.

Please inspect your order as soon as reasonably possible after delivery. If a product arrives damaged, incomplete or incorrect, contact us promptly and provide: • Your order number; • A description of the problem; • Photographs of the product; • Photographs of the external and internal packaging; and A photograph of the shipping label. Prompt notification helps us raise a claim with the carrier, but it does not remove any statutory rights available to Consumers. Keep all packaging until we confirm whether it is required for inspection or collection.

A warranty claim is separate from a change-of-mind return. The applicable warranty period and coverage will be stated on the product page, warranty document, quotation or order confirmation. A warranty claim may require: • Proof of purchase; • Product model and serial number; • Photographs or video evidence; • A description of the fault; • Inspection or diagnostic testing; and Return of the product or defective component. Commercial warranties are additional to, and do not replace, a Consumer’s statutory rights. Warranty coverage may exclude damage caused by misuse, normal wear and tear, incorrect installation, unauthorised repair, modification, unsuitable operating conditions or failure to follow product instructions.

Once a return is received, we will inspect it and notify you of the outcome. For a valid Consumer cancellation, we will normally issue the refund within 14 days after: • We receive the returned products; or You provide satisfactory evidence that the products were returned, whichever occurs first. Where no products were supplied, a refund will normally be issued within 14 days after we are informed of the cancellation. Refunds will normally be made using the original payment method unless otherwise agreed. After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account.

Where permitted by law, we may make a reasonable deduction where: • A Consumer has handled the product beyond what is reasonably necessary and its value has been reduced; • Parts, accessories or manuals are missing; • The product has been damaged after delivery; • The customer selected a delivery method more expensive than our standard option; or A Business Customer has agreed to a restocking or handling charge. No deduction will be made merely because a Consumer opened packaging where opening it was reasonably necessary to inspect the product.

Where stock is available, we may offer an exchange instead of a refund. An exchange will not be dispatched until the returned product has been received and assessed unless we agree otherwise. If the replacement product costs more, the price difference must be paid before dispatch. If it costs less, the difference will be refunded. Your statutory rights remain unaffected.

Clearance, discounted and promotional products generally retain the same statutory Consumer rights as full-price products. If a product was discounted because of a specific defect that was clearly disclosed before purchase, you may not be entitled to a remedy for that disclosed defect. Other statutory rights remain unaffected.

Customers returning products from outside the United Kingdom must contact us before shipping. International customers are responsible for: • Complying with export and shipping requirements; • Using accurate customs documentation; • Clearly identifying the shipment as returned goods where appropriate; and Paying return shipping, duties or charges unless the return results from our error or we agree otherwise. JOHNKEANS is not responsible for delays caused by incorrect customs declarations or unauthorised international returns. Customers may also have mandatory rights under the laws of their country of residence. Nothing in this policy limits rights that cannot legally be excluded.

If you arrange the return shipment, responsibility for the product normally remains with you until it reaches the authorised return location. Please use suitable packaging and retain tracking information and proof of dispatch. If we arrange and control the collection, responsibility for the shipment will normally pass to us when the authorised carrier collects it, subject to the product being properly packaged.

If you wish to cancel an order before dispatch, contact us immediately. We will try to stop processing, but cancellation may not be possible where: • The order has already been dispatched; • Manufacturing or customisation has begun; • A specially procured product has been ordered from a supplier; or Non-recoverable costs have already been incurred under an agreed Business Customer order. Consumer statutory cancellation rights continue to apply where legally available.

We may investigate returns where we reasonably suspect fraud, deliberate damage, product substitution, serial-number alteration or repeated abuse of the returns process. We may refuse fraudulent claims, suspend accounts or take appropriate legal action. This does not affect legitimate statutory rights.

For cancellations, returns, faulty products or refund enquiries, contact: • JOHNKEANS UK LTD Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ • Email: support@johnkeans.co.uk • Website: www.johnkeans.co.uk Please include your order number in all correspondence.