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Returns Procedure

If you wish to return an item you have purchased directly from The Kitchen Store Direct Website or ordered over the phone with one of our product advisors please contact us on 01903 94 80 11 or via email and we will arrange for a returns form to be sent to you.

Unwanted Items 
An unwanted product can be returned for a full refund within 21 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases online or non-made-to-measure items over the phone.

Separately to the 21 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery.  Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order, goods are to be returned at customers own cost and original delivery charges are non-refundable.

Additional delivery charges apply to exchange items* – Excludes items that have been made to measure or personalised as these are non-returnable and non-exchangeable.

The goods must be returned in ‘as new’ condition and in their original packaging.

Made to Measure Items
Where a product has been made to measure or personalised for you, unless faulty, we’re unable to refund or offer an exchange.

A list of made to measure items include but not limited to:

  • Codes starting QK9700, QK9037, QK9036, 7999, 5999, 2999
  • Laminate Worktops cut to size
  • Granite, Quartz, Silestone, Wharf, Corian and Timber worktops
  • Glass Splashbacks & Worktops
  •  Product with bespoke details such as splayed corners or curves, acrylic or square edging.
  • Any Item with a Special Job Card i.e. SJC (numbers)
  • Kitchen furniture manufactured to order including Base, Wall & Tall units, plinths, trims and all manufactured components.

Non-Stock Items
Where a product has been ordered in especially for you these are classed as non-stock Items. If you wish to return a non-stock item, they are subject to a 30% handling charge and can only be returned if unopened, uninstalled and in original packaging, unless faulty. Goods are to be returned at customers own cost and original delivery charges are non-refundable.

A list of non-stock items include but not limited to:

  • Lemans pull out mechanisms
  • Tandem pull out mechanisms
  • Pull out bins
  • Magic corners
  • Appliances
  • Sinks
  • Taps

Damaged or Faulty Items
In the rare event that you should receive a faulty or damaged item please send photos of the damage along with your contact details to and a member of our team will be in contact with you.  If your claim exceeds 7 days from date of delivery we regret that we are unable to process a replacement for any defects.

Where do I return the items?
All items are to be returned with a completed returns form and at customers own cost to the following address:

Returns Department
The Kitchen Store Direct
Manhattan Furniture Works
Blenheim Road
BN15 8UQ

We recommend using a secure delivery method as we cannot accept liability for items that go missing or become damaged in transit.

 ** Important information: Items cannot be returned to our Brighton & Hove or Horsham Stores **

Payment Refunds 
Refunds will only be actioned once goods have been received, inspected and accepted by us. All refunds will be by the original payment method. We will notify you when your refund has been actioned, Please allow 7 days for all refunds to show in your account.