You may cancel your order up to 14 calendar days after submitting your order online or before the item is ready to ship, whichever is shorter. Expected lead times are published on the website and in order confirmation emails. KipperTie products are made to order and are exempt from a “cooling off” period. Please contact us to request cancellation.
Reseller orders are considered final. Requests for cancellation of orders placed through via a reseller must be addressed to the reseller. Whether such a cancellation is accepted by the reseller is at their discretion.
UK and International orders are shipped via courier. Any customs charges and local taxes incurred are the sole responsibility of the customer. KipperTie is not responsible for any shipping or customs delays. Enquiries from the courier or customs agency must be answered promptly in order to avoid delivery delays. Charges incurred on items returned to sender without prior authorisation will be passed on to the customer.
A courier tracking number will be provided via email at the time of shipping via emails from Parcel2go and from the KipperTie store. It is the customer’s responsibility to monitor this tracking, respond promptly to enquiries from the relevant courier company with regard to import duty, address queries etc, and to be present where possible to take delivery.
Non-Receipt of Items
If you have not received your order, you must let us know within 3 working days of the estimated delivery time, or delivery event recorded on the courier tracking. Please provide as much relevant information as possible so that we can pursue the matter with the courier. Beyond this time, we are not able to pursue non-receipt complaints.
Items Damaged in Transit
If your order has been damaged in transit, please sign the courier delivery manifest accordingly. You must let us know of any problem within 5 working days and provide photographic evidence of the damage to the product. Depending on the type and extent of damage, we will arrange to repair or replace the product. KipperTie reserves the right not to accept any claims of cosmetic damage that do not affect the operation of the item.
Return of Unwanted Items
Return of unwanted items purchased direct from KipperTie will be accepted at our discretion up to 28 calendar days after delivery. KipperTie products are made to order and are exempt from a “cooling off” period. Please contact us to request a return. Items must be returned unopened, in their original packaging and in resaleable condition.
Requests for return of products bought via a reseller must be addressed to the reseller. Whether such a return is accepted by the reseller is at their discretion.
Return shipping is at the customer’s expense. Once the product has been received, it will be thoroughly inspected and returned to resaleable condition where necessary. A refund of the original purchase price will be returned to the original payment source, minus the original shipping charge, and a 10% restocking fee. If the cost of returning the product to resaleable condition exceeds the restocking fee, KipperTie reserves the right to further deduct the excess cost from the refund.
Please note that refunds are made in Pounds Sterling. Exchange rates are variable and KipperTie is not responsible for any loss or gain in refund receipts for customers outside the UK due to this fluctuation.
Claims for the refund of duty on returned items are the sole responsibility of the customer. Any such claims should be addressed to the customer’s relevant custom agency. KipperTie has neither influence on nor responsibility for such charges and refunds.
If your item is found to be faulty on arrival, please let us know within 7 calendar days of receipt.
If your item develops a fault after 7 days have passed and before the standard 12-month warranty has lapsed, we will offer repair under warranty. Warranty repairs are not available on items found to have been mishandled, misused, or otherwise damaged by the user.
Dependent on the individual case, we will arrange collection of the item for return to our office. As needed, a repair will be carried out, or replacement or refund issued. If no fault can be identified, the customer will be liable for the cost of inbound and/or return shipping.
Items may not be returned without a valid RMA number issued by KipperTie.