Returns & Exchanges
We love making our customers happy with exceptionally engineered woks, but if you're not happy and want to return your item, then you can within 14 days of purchase.
Please note, this section applies to orders purchased from kenhomwoks.co.uk only.
Satisfaction Guarantee
If you are not completely satisfied with a product you may request to return it within 14 days of the date of purchase for a full refund, including any shipping costs. All returned items must be in a new & unused condition and include all original packaging parts, manuals, accessories and any documentation. Items are not eligible for return if they show signs of wear or have been used or altered from their original condition in any way.
You also have the option to exchange for an alternative item if you have changed your mind about the product you have purchased, in the 14 day period. Any cost differences between different items will be charged accordingly. The same rules about the item condition apply.
Damaged Items
In rare cases, orders may suffer damage in transit. We always try to pack orders with adequate protection, but if your order does arrive damaged, please do not delay in letting us know. If you wish to report a damaged item for a Ken Hom product purchased on www.kenhomwoks.co.uk, please get in touch via our CONTACT US page. One of our E-commerce team will then contact you to help resolve the problem for you.
Faulty Items
In the unlikely event that product develops a fault, there are several things we can do to resolve this for you.
If your item develops a fault within 30 days of purchase, we can provide you with a full refund or exchange. If you wish to report a faulty item for a Ken Hom Wok product purchased on www.kenhomwoks.com, please get in touch via our CONTACT US page. One of our E-commerce team will then contact you to help resolve the problem for you.
If your item develops a fault after 30 days, depending on the item and the fault, we can offer a repair or replacement. Please see our GUARANTEE section of our website for more details.
Requesting a Return
If you wish to request a return for a Ken Hom product purchased on www.kenhomwoks.co.uk, please get in touch via our CONTACT US page. One of our E-commerce team will then contact you to help resolve the problem for you.
Please do not return items to us without contacting us first. We cannot be held responsible for items returned without approval and subsequent refunds or credits may not be possible.
Sending Your Return
Once our E-commerce team have authorised your return, please ensure that your items are securely packaged, and please allow at least 14 days for your goods to reach us. All returns will need to be clearly marked for the attention of 'Ken Hom Woks Online'. Full details on what to do will be provided by the E-commerce team. We are unable to accept any responsibility for items that are lost or damaged on being returned to us. We highly recommend for you to obtain a proof of postage or use a tracked service.
Refunds
We will aim to refund you within 14 days of receipt of the product arriving at our warehouse. All refunds will be via the original payment method only. Refunds may be delayed or in rare cases not possible if the item returned does not meet the criteria outlined above.
We cannot refund items purchased on other websites, or in store.