Returns & Refunds Policy – Kersten (UK) Ltd

Returns & Refunds Policy

Kersten (UK) Ltd
Progress House, 39 Boulton Road, Reading, Berkshire RG2 0NH
Company No. 4083414  |  VAT No. GB 742 576 321
Phone: 01189 869253  |  Email: info@kerstenuk.com

This policy applies to consumer (B2C) purchases only. We accept orders from, and deliver to, UK addresses only.

1. Overview

Kersten (UK) Ltd is primarily a business-to-business supplier of outdoor surface maintenance equipment. We occasionally supply goods directly to consumers. This Returns & Refunds Policy applies to those consumer purchases and complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014 and the Consumer Rights Act 2015.

2. Cancelling Before Delivery

You may cancel your order at any time before it has been delivered. To do so, please contact us by:

3. 14-Day Cooling-Off Period

Under the Consumer Contracts Regulations 2014, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

How to Cancel

Notify us of your decision to cancel by:

  • Email: info@kerstenuk.com — please include your order details so we can identify it
  • Phone: 01189 869253
  • Post: Kersten (UK) Ltd, Progress House, 39 Boulton Road, Reading RG2 0NH

Your cancellation takes effect from the date you send the email or post the letter.

Returning the Goods

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Goods must be returned:

  • Unused and in their original condition and packaging
  • With all components and any promotional or free items included
  • With a returns number obtained from us in advance — please contact us before sending any item back

You are responsible for the cost of return delivery. For larger items, we can arrange a carrier collection — a fee will apply depending on the goods returned. You may also arrange your own transport to our warehouse at the address above.

4. Refunds

Once we have received your returned goods (or evidence that you have sent them back), we will issue your refund within 14 days. We will refund:

  • The full price you paid for the goods
  • The standard delivery cost (we do not refund supplementary charges if you chose a more expensive delivery option than the least expensive we offered)

We may deduct an amount from the refund if the goods have been handled more than is necessary to establish their nature and characteristics, and this has reduced their value. Refunds are issued using the same payment method you used when placing your order. You will not incur any fees as a result of the refund.

5. Faulty or Defective Goods

A product is considered faulty or defective if it is not:

  • Of satisfactory quality, as defined by the Consumer Rights Act 2015
  • Fit for the purpose described on our website or in our product literature
  • As described — i.e. it does not materially conform to the specification on our website or in the applicable user manual

Within 30 Days of Delivery

If your product is faulty, you may reject it within 30 days of delivery for a full refund or a replacement — your choice.

After 30 Days

If a defect becomes apparent after 30 days, your remedy will be repair, replacement, or a partial or full refund, at our sole discretion.

6. Inspection of Returned Goods

All returned items are inspected before a refund is issued. We reserve the right to refuse a refund and to recover our costs if:

  • You continued to use the product after notifying us of the cancellation or defect
  • The defect arose because you did not follow the instructions in the user manual or on our website regarding storage, use, or maintenance
  • The product has been altered or repaired by anyone other than Kersten (UK) Ltd or an authorised dealer
  • The defect arose from fair wear and tear, wilful damage, negligence, or abnormal use

Where a return is refused on the above grounds, the cost of return delivery will be deducted from any amount reimbursed.

7. Your Legal Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.

8. Contact & Returns Address

For all returns, cancellations, and refund queries, please contact us before sending any goods back to obtain a returns number:

Kersten (UK) Ltd
Progress House, 39 Boulton Road
Reading, RG2 0NH
Phone: 01189 869253
Email: info@kerstenuk.com

Policy last updated: May 2026

Frequently Asked Questions

This policy specifically applies to consumer (B2C) purchases made from Kersten (UK) Ltd and complies with the Consumer Contracts Regulations 2014 and the Consumer Rights Act 2015. It is applicable only to orders placed from and delivered to UK addresses. Kersten (UK) Ltd primarily operates as a business-to-business supplier, and this policy covers instances where goods are supplied directly to consumers.

You are able to cancel your order at any point before it has been delivered to you. To do so, you should contact Kersten (UK) Ltd directly. You can reach them by phone at 01189 869253 or by sending an email to info@kerstenuk.com. This allows for a straightforward cancellation process before the goods are dispatched.

Under the Consumer Contracts Regulations 2014, consumers have a right to cancel their order within 14 days of receiving their goods without needing to provide a reason. To initiate a cancellation, you must notify Kersten (UK) Ltd via email (info@kerstenuk.com), phone (01189 869253), or post. Once notified, goods must be returned within 14 days, unused, in original condition, with all components, and with a pre-obtained returns number.

Once Kersten (UK) Ltd receives your returned goods, or evidence that you have sent them back, your refund will be issued within 14 days. The refund will cover the full price paid for the goods and the standard delivery cost. However, supplementary charges for more expensive delivery options will not be refunded. Deductions may occur if goods have been handled excessively, reducing their value. Refunds are processed using the original payment method.

If a product is faulty or defective, you have different options depending on when the defect is discovered. Within 30 days of delivery, you can reject the product for a full refund or a replacement. If a defect becomes apparent after 30 days, Kersten (UK) Ltd will offer a repair, replacement, or a partial or full refund, at their discretion. All returns require prior contact to obtain a returns number.