At KitchenBins.com, we want you to be completely satisfied with your purchase. If you need to return an item, we'll make the process as straightforward as possible.
Our returns policy means that if your item is faulty, defective, incorrect, damaged, or you have simply changed your mind, you may be eligible to return it in accordance with the terms below.
Our Customer Service team is here to help with any query or request you may have. You can contact us by:
- Email: sales@kitchenbins.com
- Telephone: 01827 874100
If you are unhappy with any part of your order, please email us at sales@kitchenbins.com with images of the issue. Our team will do their best to resolve the problem.
Austen & Co branded products sold on KitchenBins.com are covered by a 10 year warranty policy covering faults caused by defects in materials or workmanship. If your product develops a fault within this period, please contact us and we will assess the issue and arrange an appropriate resolution, which may include repair, replacement, or refund.
Throughout this policy, working days means Monday to Friday, excluding bank holidays.
Order Cancellations
We understand that sometimes you may need to cancel an order. If your order has not yet been dispatched, we will be happy to cancel it free of charge.
Before Dispatch
To request a cancellation before your order has been dispatched, we recommend that you call us as soon as possible on 01827 874100 to ensure we can stop the order before it leaves our warehouse.
You may also email sales@kitchenbins.com or submit a request via our contact form. Please note that while we will do our best to action email requests promptly, we cannot guarantee that emails will be received or processed before dispatch.
Orders can be cancelled free of charge up until your order has been dispatched. The team will confirm your order has been cancelled and process a full refund back to your original payment method as soon as possible, and the Customer Service team will follow up with a confirmation email to confirm the cancellation. You will receive your refund back onto the original payment method within 3–5 working days, depending on your payment provider.
After Dispatch
If your order has already been dispatched, it can still be cancelled; however, additional charges may apply.
If you wish to cancel after dispatch but before delivery, you must refuse delivery when the courier attempts to deliver your order.
Once the goods have been returned to our warehouse, we will process your refund back to your original payment method within 10 working days. Any applicable return costs or agreed charges will be deducted where applicable.
Returns Policy
Unwanted Items (Change of Mind)
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your order. To arrange a return, please contact our Customer Service team. After notifying us of your cancellation, you must return the goods within a further 14 days.
Please contact us via the below to request your return:
Phone: 01827 874100
Email: sales@kitchenbins.com
Provided the goods are:
- in their original packaging;
- complete with all accessories; and
- in fully resaleable condition,
You may return the goods using your own courier to the address below, or we can arrange collection for £15.00 per parcel.
If you are arranging your own return, please send the item to:
KitchenBins.com – Returns Department
Unit 5 Babdown Industrial Estate
Babdown
Tetbury
Gloucestershire
GL8 8YL
If you are returning via your own means you are responsible for the goods until they have been processed by our team. See How to Return an Item below for the accepted return methods, the returns label process and who pays return postage.
Once your goods have been received and inspected, your refund will be processed back to your original payment method within 10 working days. Any agreed return collection fees will be deducted from your refund. Return postage costs paid by the customer for change-of-mind returns are not refundable.
Exchanges
If you would like to exchange your order for a different item, please contact our Customer Service team within 14 days of receiving your order.
Phone: 01827 874100
Email: sales@kitchenbins.com
When requesting an exchange, please provide:
- Your proof of purchase
- Details of the item you wish to return
- Details of the item you would like to exchange it for
Items returned for exchange must be unused, complete, and in their original resaleable condition, including all original packaging, accessories, and documentation. Please note that installed or used items may not be eligible for exchange unless they are faulty or defective.
You may return the goods using your own courier, or we can arrange collection for £15.00 per parcel. If you are arranging your own return, please send the item to:
KitchenBins.com – Returns Department
Unit 5 Babdown Industrial Estate
Babdown
Tetbury
Gloucestershire
GL8 8YL
If you are returning via your own means you are responsible for the goods until they have been processed by our team. See How to Return an Item below for the full return options. Once the returned item has been received and inspected, and the exchange has been approved, we will dispatch your replacement item free of charge.
Faulty, Incorrect or Damaged Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible. All faulty product claims are handled in line with our Warranty Policy.
Phone: 01827 874100
Email: sales@kitchenbins.com
Please include the following information when contacting us:
- Your order number
- A description of the issue
- Photographs and/or video evidence showing the fault or damage, where possible
Once the team has received your claim, we aim to acknowledge it within 7 working days and provide an update or resolution within 21 working days. The resolution may include a repair of the product where practical, a replacement with the same product or an equivalent alternative if repair is not possible, or a refund of the original purchase price where repair or replacement is not appropriate and both parties agree that a refund is the most suitable resolution.
Where goods are confirmed to be faulty, damaged, incorrect, or not as described, we will cover the cost to return them. We will normally arrange a free collection, but you may also return the item to us directly at:
KitchenBins.com – Returns Department
Unit 5 Babdown Industrial Estate
Babdown
Tetbury
Gloucestershire
GL8 8YL
If you are receiving a refund, it will be processed back to your original payment method within 10 working days of us receiving and inspecting the returned goods at our warehouse. Once processed, the refund may take an additional 3–5 working days to appear in your account, depending on your payment provider or bank processing times.
How to Request a Return
-
Contact our Customer Service team
Please contact us to report the issue or request a return.Phone: 01827 874100
Email: sales@kitchenbins.com -
Assessment of your request
We will review the information provided and assess your return request. Where applicable, we may request photographs, videos, or additional details to help us determine the appropriate resolution. -
Return arrangements
Once a return has been approved, we email you a returns form to complete. We then book the collection with the courier, issue you an RMA number and confirm the collection date. The driver prints and attaches the label when they collect, so there is nothing for you to print. If you would prefer to arrange your own courier, you can do that instead.In some cases a return may not be necessary — if we can confirm the issue without requiring the product back, we may ask you to safely dispose of the item and will arrange an appropriate resolution, such as a replacement or refund.
-
Inspection and resolution
Where a return is required, once the goods have been received and inspected, an approved replacement or refund will be processed back to your original payment method within 10 working days.
How to Return an Item
Accepted return methods
Returns are accepted by post or courier to our returns address, or by collection arranged by us. Both options are available for change-of-mind returns and for faulty, damaged or incorrect goods.
If you are arranging your own return, please send the item to:
KitchenBins.com – Returns Department
Unit 5 Babdown Industrial Estate
Babdown
Tetbury
Gloucestershire
GL8 8YL
If you are returning via your own means, you remain responsible for the goods until they have been received and processed by our team. We recommend using a tracked delivery service that requires a signature.
Returns labels and collections
You do not need to print anything. If we are collecting from you, the courier driver brings the label with them and attaches it to your parcel at the door. You only need to have the item packaged and ready.
The process is:
- We email you a short returns form to complete, so we have the details we need to book the collection.
- We create and book the collection with the courier and issue you an RMA number.
- We email you the RMA number and confirm the collection date.
- The driver arrives on the agreed day, prints and attaches the label, and takes the parcel away.
For faulty, damaged, incorrect or not-as-described goods, this collection is free of charge. For change-of-mind returns, the collection charge is £15.00 per parcel and is deducted from your refund.
If you would rather arrange your own courier, you can. You buy and print your own postage, send the parcel to our returns address, and quote your RMA number so we can match it to your order on arrival. We do not issue a label in this case.
Who pays return postage
- Change-of-mind returns: you pay the cost of returning the goods. If you would like us to collect, the charge is £15.00 per parcel, deducted from your refund. Return postage you have paid yourself on a change-of-mind return is not refundable.
- Faulty, damaged, incorrect or not-as-described goods: we pay the full cost of return. You will never be out of pocket for returning a faulty item.
- Orders cancelled before dispatch: no return is required, so there is no return cost.
Conditions of Return
Unless the item is faulty or defective:
- Goods must be returned unused and in their original, resaleable condition.
- We reserve the right to refuse a refund if the item has been used, installed, damaged or is not in a condition suitable for resale.
- You remain responsible for the goods until they are received by us. We recommend using a tracked delivery service that requires a signature.
If goods are received in a condition different from that declared when arranging the return, we reserve the right to investigate the claim before issuing any refund.
Items Excluded from Returns
No product categories are excluded from returns. Every item sold on KitchenBins.com — every bin, liner, caddy, spare part and accessory — can be returned under the terms set out in this policy. We do not sell made-to-order, bespoke or personalised goods, and we operate no non-returnable range.
Returns remain subject to the Conditions of Return above.
Refunds
Refund processing times
Approved refunds are processed within 10 working days of us receiving and inspecting the returned goods.
Once processed by us, refunds typically appear in your account within 3–5 working days, depending on your payment provider or bank processing times.
For orders cancelled before dispatch, no return is required and your refund is processed within 3–5 working days.
How refunds are paid
Refunds will be made using the same payment method used for the original purchase. Any agreed return collection fees will be deducted from your refund.
Original delivery charges
Change-of-mind returns. We refund the original delivery charge you paid, as well as the price of the goods. Where you chose a premium or upgraded delivery service, such as Saturday delivery, we refund the cost of our standard delivery option rather than the premium amount.
Faulty, damaged, incorrect or not-as-described goods. We refund the original delivery charge you paid in full.
Partial returns. Where you return part of an order and keep the rest, the original delivery charge is not refunded, because delivery was still required for the items you have kept.
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
Frequently Asked Questions
Q) I didn't notice damage until I fully unpacked the item, and it's now more than 14 days since delivery. What should I do?
A) We recommend reporting any damage, missing items, or faults as soon as possible so we can resolve the issue quickly. However, reporting a fault after 14 days does not affect your statutory rights. Faults may be covered under our 10 year warranty or your consumer rights depending on the product you ordered and the circumstances.
Q) My bin doesn't fit the cupboard or aperture I bought it for. Can I return it?
A) Yes, provided the bin is unused, complete and in its original resaleable packaging, this falls under a change-of-mind return within 14 days of delivery.
Pull-out and in-cupboard bins in particular depend on the internal width, depth and height of your cabinet as well as the door thickness, so we recommend measuring the aperture and checking the dimensions on the product page before ordering. If you are unsure, call us on 01827 874100 and we will help you confirm the right model.
Q) I want to return an item but no longer have the original packaging.
A) We recommend keeping the original packaging where possible. Customers are responsible for taking reasonable care of returned goods. Missing packaging or reduced condition may affect any refund where the value of the goods has been reduced due to unnecessary handling.
Q) My item has developed a fault after purchase. What should I do?
A) Austen & Co branded products sold on KitchenBins.com include a 10 year warranty. If your product develops a fault within this period, please contact us at sales@kitchenbins.com with images or a short video of the issue and we will arrange a resolution as quickly as possible. If a fault develops outside the warranty period, please contact us and we will assess the issue. Your statutory consumer rights under the Consumer Rights Act 2015 may still apply depending on the circumstances, even outside the warranty period.
Q) What if I can't return an item myself?
A) We can arrange a courier collection on a weekday. Call us on 01827 874100 and we will email you a short returns form, book the collection and send you your RMA number. There is no label to print — the driver brings it with them and attaches it to the parcel when they collect. For change-of-mind returns the cost is £15 per parcel, deducted from your refund. For faulty, damaged or incorrect goods, collection is free of charge.