What do I do if I want to return my item?

Please send us an email contact@kt20online.com, or visit our contact us page to let us know you’re thinking of returning your item. We will then issue you the information to complete your return.

If you have simply changed your mind then please arrange recorded delivery to the following address with your original order details included:

 


Hefei Tidao Outdoor Products Co Ltd

C/O Fulfilmentcrowd

Otters Brook

Ty Coch Way

Cwmbran

NP44 7EZ

Incorrect Item? All shortages, damages or discrepancies in your shipment must be reported within 14 days of receipt. We will then raise an investigation and respond as necessary.

Unsuitable Item? You may return items to us, at any time within 365 days of receipt for a refund (excluding any delivery charges incurred) if the item is “as new”. We class “as new” condition as unused and packaged as dispatched.

Faulty Item? If you believe your item is faulty, please contact us within 28 days of purchase detailing your original order number and details of the problem. We will assess the issue immediately and, where necessary, arrange for repatriation of the goods for inspection. If the item subsequently deemed faulty due to a manufacturing issue, we will process a refund within 7 days of receipt

Shipping Costs: You are liable for the costs of returning an item except in cases when we have sent incorrect goods in error or if an item returned for inspection is deemed faulty. We recommend that you return goods using a tracked and signed service such as Royal Mail Recorded (covers you up to £30) or Special Delivery (covers you up to £500). Always retain proof of postage as you may be asked for this prior to processing your return. If no proof of postage or delivery (to our centre) is provided upon request, we shall have no liability in respect of goods and shipping costs. We cannot accept responsibility for goods until a member of our staff has signed for receipt. Once we have inspected the goods and subject to the foregoing, we will process a refund. To return your items, please forward to the following address, quoting your name, address and original order number (detailed on the dispatch note):

 

How long have I got to return an item?

Please see above the different time scales, for items with faults or missing items, these need to reported sooner, whereas we can accept unopened items up to 365 days after purchasing from us, as long as the item is an unused state in original packaging.