RETURNS, REFUNDS AND EXCHANGE

 

What is your returns policy?

We want you to be happy with your Kovered order. If you’re not happy for any reason, you can return your unused order to us for a refund. You have 90 days from the date of purchase. This is in addition to your statutory rights and the Consumer Protection (Distance Selling) Regulations 2000. Please note this excludes customised and personalised goods.

Returned items must be in an unused condition, unless faulty. We can’t accept a return if it arrives used or damaged due to insufficient return packaging and this will result in a breach of contract by the customer. 

Specifically, we guarantee to refund any item that you are not completely happy with when you notify us of your intention to return the goods within 14 days of receipt. A refund for the value of the goods will be credited to your original method of payment. For orders dispatched to countries within the EU and cancelled under the Distance Selling Regulations, we will also refund any delivery charges paid on the order. We are under no obligation to refund delivery charges for orders shipped to the rest of the world; however, we may choose to do this at our own discretion. 

 

How do I request a return?

For all orders being returned to us, please contact our customer care team at askkovered@kovered.co.uk who will be happy to help with your return. 

Please return any unwanted orders to:

Kovered
Colt House,
Manor Lane,
Holmes Chapel,
Cheshire,
CW4 8AF

Please include the packing slip from your initial order within your parcel so we can quickly identify you and the reason for the return. 

 

Do I need to pay for return shipping? 

Customers are responsible for return shipping costs. 

 

Should I get proof of postage for my return? 

We recommend that all customers get proof of posting for any items being returned to us and keep this safe until you have received confirmation that we have received your returned goods.

 

How long will my return take to process?

We aim to process refunds quickly and we will refund items received back to us within 7 working days from the day of receipt of the return. We will always ensure that refunds are processed as soon as possible and in any case within 30 days. Any refund will be via the same method of payment originally used for the order.

 

Can I exchange my order for something else? 

Should you wish to exchange an item, then please contact our customer care team at askkovered@kovered.co.uk who will be able to provide further information. Your exchange will be dispatched once we have received the return. If you exchange for a higher value item, payment will be due before we dispatch your item. We unfortunately do not cover return costs for exchanged items. 

 

I have received a defective product, what do I do? 

If you believe you have received a faulty product, please contact us at askkovered@kovered.co.uk within 14 days of delivery and include a description and photograph of the suspected fault. Our customer care team will then be able to guide you through the next steps.