Delivery & Returns

Please note there may be some disruption to delivery service at this unprecedented time. We will continue to deliver the best service we can in conjunction with our providers. 

Our customer services team is focused on providing you with the best possible service. If you have any questions, they are available Monday – Friday 8.30am – 5.30pm on 01977 655 642 or via [email protected]  

Delivery

We try to ensure that orders which are placed before 2pm Monday to Thursday will be dispatched to you on the same day, using the delivery method chosen by you when you placed your order. However, this cannot always be guaranteed. Orders which are placed after 2pm may be dispatched on the same day, or on the following day, depending on the number of orders we have received that day. If you place an order before 2pm and we cannot dispatch it on the same day for any reason, we will contact you to let you know. Please note that we do not dispatch orders or complete deliveries at weekends, therefore if you place your order before 2pm on a Friday and choose Express Delivery, it will be delivered to you on Monday. 

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our delivery agent will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. 

KB Pro cannot be held responsible for delays outside of our control. Delivery will be undertaken by independent shipping companies. Goods which have left our premises are under the control of the independent shipping company. We may assist with tracking orders, but please be aware delays can occur due to weather, transportation issues or any other force majeure events. K.B Pro will not accept any liability in these instances. 

Returns

It is important to us that your order reaches you in perfect condition. Should any of your items arrive not in the condition advertised, we will happily arrange a return or exchange for you. If you have received a damaged item, or if the product does not meet your expectations for whatever reason, please contact our Customer Services department within 14 days of receiving your order, clearly stating your concerns. Once the item has been returned to us, we will examine the product and notify you of your eligibility for a refund or exchange, within a reasonable period. We will not be able to accept returned items if it is determined that they have been used and, in such circumstances, no refund will be offered. 

Should you wish to return an item to us, for any reason, it is your responsibility to ensure the safe return of the goods, using a reputable delivery service that offers a recorded service and can insure you to the value of the goods. Products must also be packaged suitably for safe transit. The cost of returning the item to us is your responsibility unless it has been received in damaged condition. Should this be the case, postage will be reimbursed upon return delivery of the goods to K.B Pro. Please be aware that a parcel can take up to 7 working days (30 working days for international deliveries) to be returned and processed. *Please note, any items advertised and/or sold as ‘damaged’ are not eligible for exchange or refund. This returns policy does not affect your statutory rights. 

Orders must be returned with the original dispatch note – if you return your items to us without the original dispatch note it may delay the returns process. 

International Delivery

For orders with an international shipping address, a shipping charge will be provided when placing your order. Your shipping charges may vary according to the size and weight of your order, as well as the country of delivery.  

For trade orders please see our T&Cs. 

International shipping charges provided by K.B Pro do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation.  

It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs for re-delivery before your order will be re-sent to you. International deliveries are estimated to be dispatched within 3-5 working days. 

Customs processes and checks may vary and will be country specific. For countries that require additional importation documents, please ensure any necessary import checks are completed prior to placing your order. 

K.B Pro will not be responsible for disruption with delivery services, or any additional costs incurred with delivery once the order has been shipped. 

Cancelling Orders

Should you wish to amend or cancel your order, we will do all that we can to assist you – we simply ask you to contact us as soon as possible after placing your order. For us to rapidly process your request, it would be helpful if you had the following information to hand: 

  • Customer name 
  • Order number 
  • Date of order 
  • Value of order 

Payment method

Orders are normally processed swiftly, so we may have already packed your order and made arrangements for it to be sent to you. In these circumstances, it may not be possible to amend or cancel your order. 

Promotions and Master Discounts

Free delivery promotions and discounts exclude international delivery addresses and refers to UK Standard delivery only (Recorded Signed For 3-5 working days). Not applicable to UK areas that incur extra delivery charges (such as the Isle of Man and Scottish Highlands, this is a non-exhaustive list), instead a reduced delivery charge will be applied to these orders during such offers. Minimum order quantities may be applicable. Delivery times cannot be guaranteed.