Refund policy

Returns & Refunds Policy

At Pioneer Kitchens LTD, we take great care to ensure that all products arrive in excellent condition. Due to the nature of our products, we only accept returns and offer refunds for items that arrive damaged or faulty.

Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery by emailing support@pioneerkitchens.co.uk.

To help us assess your claim, please provide:

Your order number
A description of the issue
Clear photographs showing the damage or fault
Photographs of the packaging (if applicable)

We may request additional information before approving a claim.

Refund Eligibility

If we determine that the item was damaged or faulty upon arrival, we will offer one of the following remedies at our discretion:

A replacement item
A repair (where applicable)

Non-Refundable Costs

Please note that:

Original shipping and postage charges are non-refundable.
Any expedited delivery fees selected at checkout are non-refundable.
Refunds will only cover the value of the approved damaged or faulty item.
Any doors with personalised holes drilled into it can not be refunded or changed.

Returns Process

Do not return any items without first contacting us and receiving return instructions. Unauthorized returns may not be accepted.

Where a return is required, we will advise you on the appropriate return procedure.

Exclusions

We do not accept returns, exchanges, or refunds for:

Items that are not damaged or faulty
Damage caused by misuse, neglect, improper installation, or normal wear and tear
Claims submitted after the notification period stated above
Change of mind purchases

Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days of approval. Processing times may vary depending on your payment provider.