Returns & Refunds Policy

Effective date: 19 April 2026
Last updated: 19 April 2026

At The Little Kitchen Factory, we are committed to providing beautifully designed products and a professional customer experience. This Returns & Refunds Policy explains how returns, cancellations, refunds, replacements, and related matters are handled in connection with products and services supplied by The Little Kitchen Factory.

Because many of our products are bespoke, made to measure, made to order, specially sourced, or installed as part of a wider project, it is important to understand that return and refund rights may differ depending on the nature of the item, the stage of the order, and whether you are acting as a consumer or in another capacity.

This page is intended to provide a clear general overview of our approach and should be read alongside your quotation, order confirmation, product documentation, Delivery & Installation page, Warranty Information page, Privacy Policy, and Terms and Conditions.

1. Who We Are

Business name: The Little Kitchen Factory
Website: TLKF.co.uk
Address: 113 Potter Street, Corner of Priors Well Road, Worksop, Nottinghamshire, S80 2HL
Telephone: 01909 500 666
Email: info@tlkf.co.uk
VAT Number: 7158 22929
Registered Number: 530 882

In this policy, references to we, us, and our mean The Little Kitchen Factory. References to you and your mean the customer, buyer, or person placing the order.

2. About This Policy

This Returns & Refunds Policy applies to:

• kitchens
• bedrooms
• fitted furniture
• worktops
• cabinetry
• doors and drawer fronts
• accessories
• appliances
• sinks and taps
• lighting and fittings
• delivery and installation services
• project-related deposits and payments
• any other related products or services supplied by The Little Kitchen Factory

This policy should be read together with:

• our Terms and Conditions
• our Privacy Policy
• our Delivery & Installation page
• our Warranty Information page
• your quotation or proposal
• your order confirmation
• any product-specific documentation
• any manufacturer or supplier warranty information

If there is any conflict between this policy and your project-specific written agreement, the project-specific written agreement will usually take priority.

3. General Position on Returns and Refunds

Because many of our projects involve bespoke design, made-to-order products, carefully scheduled delivery, and installation services, returns and refunds cannot always be handled in the same way as standard off-the-shelf retail purchases.

Your rights and the options available will depend on factors including:

• whether the item is standard or bespoke
• whether the item has been made to measure or specially ordered
• whether production or ordering has already begun
• whether the item has been delivered
• whether installation has taken place
• whether the issue relates to damage, fault, misdescription, or change of mind
• whether you are acting as a consumer
• whether any statutory cancellation rights apply

Nothing in this policy is intended to exclude or limit your statutory rights.

4. Bespoke, Made-to-Measure, and Made-to-Order Products

Many of the products supplied by The Little Kitchen Factory are bespoke, made to measure, made to order, specially sourced, or personalised for a particular property or project.

This may include:

• fitted kitchen cabinetry
• bedroom furniture
• made-to-measure units
• custom-size components
• specially selected finishes
• custom-painted or special-order doors
• bespoke worktops
• special-order accessories
• project-specific combinations of products

Because these products are manufactured, ordered, or prepared specifically for your project, they are generally not returnable and not refundable once:

• you have approved the design, specification, or selection
• the order has been placed with the supplier or manufacturer
• production, fabrication, or special preparation has begun
• the item has been cut, made, assembled, painted, templated, or otherwise prepared specifically for your order

For this reason, it is very important that all measurements, choices, finishes, layouts, colours, and specifications are checked carefully before final approval.

5. Standard and Non-Bespoke Items

Where a product is a standard non-bespoke item, return rights may be considered depending on:

• the condition of the item
• whether it has been delivered or collected
• whether it remains unused and in resalable condition
• whether original packaging is intact where appropriate
• whether the supplier allows return of that item
• whether the return request is made within a reasonable or stated period

Any return of a standard item is subject to approval and may be affected by supplier conditions, restocking fees, return transport costs, and administrative handling.

A standard item that has been used, altered, installed, damaged, or no longer kept in resalable condition may not be eligible for return.

6. Consumer Cancellation Rights

If you are a consumer, you may in some cases have legal cancellation rights under the Consumer Contracts Regulations for certain distance contracts or off-premises contracts.

However, these rights do not apply in every situation and may not apply, or may be lost, where:

• goods are bespoke or clearly personalised
• goods are made to your specification
• services have begun with your agreement before the cancellation period ends
• sealed items are not suitable for return for hygiene reasons and have been opened where relevant
• the contract is otherwise exempt under applicable law

Where applicable, cancellation rights and any cancellation period will usually be explained at the relevant stage of the order process.

If you wish to cancel, you should contact us as soon as possible.

7. Change of Mind

If you change your mind after placing an order, please contact us immediately.

Whether cancellation, return, refund, or amendment is possible will depend on the stage of the order and the nature of the products or services involved.

If the order includes bespoke, made-to-order, special-order, or project-specific items, cancellation may not be possible once the order has moved beyond the initial stage.

Even where cancellation is accepted, charges may still apply for:

• design time already carried out
• surveys already completed
• administration work already undertaken
• products already ordered
• manufacturing or fabrication already started
• supplier cancellation charges
• storage, transport, or handling costs
• installation or scheduling costs already committed

8. Deposits and Refundability

Deposits are often taken to secure an order, reserve products, confirm supplier commitments, protect project scheduling, or allow manufacturing and preparation to begin.

Unless stated otherwise in writing, a deposit may be non-refundable in full or in part where:

• bespoke or made-to-order items have been committed
• design or planning work has already been carried out
• suppliers have been instructed
• scheduling and labour have been reserved
• cancellation results in costs being incurred by us

If cancellation occurs before any meaningful work, ordering, or commitment has taken place, we may consider whether any part of the deposit can be refunded after deducting reasonable costs already incurred.

9. Faulty, Damaged, or Incorrect Goods

If goods supplied by us are faulty, damaged, or incorrect, please notify us as soon as reasonably possible.

When reporting an issue, please provide:

• your name and contact details
• delivery address or installation address
• project or order reference if available
• clear description of the issue
• photographs where possible
• details of when the issue was noticed
• whether the item has been installed, used, or remains unopened

We may review the issue and, where appropriate:

• inspect the item
• request additional photographs or evidence
• liaise with the supplier or manufacturer
• arrange collection or inspection
• provide a repair, replacement, refund, adjustment, or other appropriate remedy

The appropriate remedy will depend on the facts, the product type, and your legal rights.

10. Inspection on Delivery and After Installation

You should inspect goods as soon as reasonably possible after delivery and, where installation is included, raise any visible issues as soon as they are noticed.

Some items may remain packaged until installation and some issues may only become apparent during fitting. In those cases, concerns should still be reported promptly once identified.

Delays in reporting visible damage or shortages may affect the available options, particularly where goods have been stored, moved, used, or installed after delivery.

11. Installed Products

Once goods have been installed, returned items cannot usually be accepted simply because of a change of mind.

If there is an issue with installed goods, this will normally be handled through:

• inspection
• snagging resolution
• repair or adjustment
• replacement of defective parts
• warranty or aftercare procedures
• any applicable consumer rights

Removal of installed products can involve labour, disruption, and possible damage to surrounding finishes, so any remedy will depend on the nature of the issue and the legal rights that apply.

12. Snagging Items and Minor Issues

Minor snagging items or finishing adjustments are not necessarily grounds for a refund.

Examples may include:

• alignment adjustments
• minor door or drawer tuning
• replacement of a small damaged trim or accessory
• touch-up or final fitting items
• return visits for delayed or replacement components

These matters are normally handled through the normal completion and aftercare process.

13. Worktops, Stone, Ceramic, and Special Fabricated Surfaces

Worktops and fabricated surfaces often involve templating, cutting, finishing, and production specifically for your project.

Because of this:

• once templating, cutting, or fabrication has begun, cancellation and return rights are likely to be very limited
• natural and decorative variation is normal in many materials
• final appearance may differ from samples due to lighting, veining, texture, pattern, and material character
• small tolerances within manufacturing standards are not defects

If there is a problem with a worktop or fabricated surface, it should be reported as soon as possible so it can be assessed properly.

14. Appliances, Sinks, Taps, and Accessories

Appliances, sinks, taps, lighting, and other accessories may be subject to separate supplier or manufacturer terms.

Where these items are standard and unused, return options may depend on:

• supplier return rules
• whether packaging is intact
• whether the item has been registered or installed
• hygiene or seal conditions where relevant
• the stage of the project

Installed, used, registered, or specially ordered items may not be returnable except where faulty or where required by law.

15. Customer-Supplied Items

If you supply your own products for the project, those items are not covered by this Returns & Refunds Policy as products supplied by The Little Kitchen Factory.

We are not responsible for:

• arranging refunds from your chosen supplier
• return rights relating to customer-supplied items
• manufacturer defects in customer-supplied goods
• delays or extra costs caused by late, damaged, or incorrect customer-supplied products

16. Services Already Provided

Where services have already been provided, started, or scheduled, refunds may not be available in full.

This may include:

• design consultations
• site surveys
• final measuring visits
• planning and specification work
• project administration
• delivery arrangements
• installation labour already carried out
• third-party contractor costs already committed

If a service has already been provided, any refund will usually take into account the value of the work already completed and any costs already incurred.

17. Refund Method and Timing

If a refund is approved, it will usually be made using the original payment method where possible unless otherwise agreed.

The timing of a refund may depend on:

• the nature of the issue
• whether goods need to be returned or inspected
• supplier confirmation or recovery processes
• whether replacement or repair is being considered instead
• finance or third-party payment arrangements
• administrative processing times

We will aim to process approved refunds within a reasonable period.

18. Restocking, Collection, and Return Costs

Where a return of a standard item is accepted following a change of mind or other non-fault reason, deductions may be made for reasonable costs such as:

• collection charges
• return carriage
• packaging losses
• supplier restocking charges
• inspection and handling costs
• administration costs

These deductions will depend on the circumstances and the terms applying to the relevant product.

19. Finance Purchases and Refunds

If your purchase was funded wholly or partly using finance, any refund process may also need to take account of the finance agreement.

Depending on the situation, any refund may:

• be paid to the finance provider
• reduce the finance balance
• be processed in line with the lender’s procedures
• require coordination with the finance provider before final settlement

If finance is involved, the handling of refunds may take longer and may be subject to lender requirements.

20. Business Customers and Non-Consumer Purchases

If you are not purchasing as a consumer, different legal rules may apply.

Returns, refunds, and cancellation rights for business customers may be more limited and will be governed primarily by the contract terms agreed between the parties, applicable supplier conditions, and the law applying to the contract.

21. How to Request a Return or Refund Review

If you wish to request a return, refund, or review of an issue, please contact us with full details.

Please include where possible:

• your full name
• property address
• order or project reference
• product details
• the reason for the request
• photographs where relevant
• details of delivery, installation, and current condition

We may need to inspect the goods, request further information, or liaise with the supplier or manufacturer before confirming the next steps.

22. Collection of Returned Goods

If return of goods is agreed, collection or return arrangements must usually be agreed in advance.

Returned goods should not be sent back without prior agreement.

Where return is approved, we will explain:

• whether collection or return is required
• who will arrange transport
• any packaging requirements
• any costs or deductions that may apply
• whether inspection must take place before the refund is finalised

23. No Exclusion of Statutory Rights

Nothing in this Returns & Refunds Policy excludes or limits your statutory rights.

If you are a consumer, you may have rights under applicable consumer law where goods are faulty, not of satisfactory quality, not fit for purpose, not as described, or where services are not carried out with reasonable care and skill.

These rights apply in addition to any warranty or supplier policy.

24. Contact Us

If you need to contact us about a return, refund, cancellation, or product issue, please use the details below.

25. Contact Details

The Little Kitchen Factory
113 Potter Street
Corner of Priors Well Road
Worksop
Nottinghamshire
S80 2HL

Telephone: 01909 500 666
Email: info@tlkf.co.uk