Orders & Returns

Orders & Returns

Orders
All orders placed through the Kit My Home website are subject to product availability and payment confirmation.

Once an order has been successfully placed, an order confirmation will be sent to the email address provided at checkout.

Kit My Home reserves the right to cancel any order due to stock unavailability, pricing errors, suspected fraudulent activity, or circumstances beyond our reasonable control. In such cases, any payment received will be refunded in full.

Customers requiring amendments to an order must contact Kit My Home as soon as possible at orders@kitmyhome.com. While every effort will be made to accommodate changes, amendments cannot be guaranteed once an order has entered the fulfilment process.

Order cancellation requests must be submitted on the same day the order is placed and before the order has been dispatched. Once an order has been dispatched, the standard returns process will apply.

Customers requiring an update on the status of their order may contact Kit My Home by email at orders@kitmyhome.com, and a member of our team will be happy to assist.

Returns Policy
Kit My Home aims to provide customers with a simple and transparent returns process. Customers may request a return, exchange, repair, or refund in accordance with the terms
below.

Faulty Products
A refund, replacement, or repair may be arranged for products found to be faulty, provided that:

• The product is returned in its original packaging.
• The original packaging is reasonably intact and all seals remain in place where applicable.
• The product includes all accessories, manuals, and components supplied with the item.
• A return request is submitted within 7 days of delivery.
• Air conditioners and swimming pool heat pumps have not been installed. Once installed, standard manufacturer warranty procedures will apply.

Upon receipt and inspection of the returned item, Kit My Home will process the approved refund within 8 business days.

Please note that refunds may take an additional 5–10 business days to reflect in the customer’s account, depending on the banking institution used.

Kit My Home reserves the right to decline a return where the product has been damaged through misuse, is incomplete, or is not returned in a resaleable condition.

Unwanted Products
Customers may return unwanted products within 7 days of delivery, provided that:
• The product is unused and unopened.
• The product remains in its original packaging.
• All labels, manuals, accessories, and components are included.
• The product has not been installed in the case of air conditioners and swimming pool heat pumps.

For unwanted products there will be a collection charge of 5% on total purchase price for transportation fees which will be deducted from the amount refunded to you.

Damaged Deliveries
Customers are required to inspect all deliveries upon receipt. If the outer packaging of a product appears damaged at the time of delivery, the customer
should refuse delivery and immediately notify Kit My Home by emailing orders@kitmyhome.com.

Where delivery has been accepted by another person on the customer’s behalf, photographs of any damaged packaging should be taken before the product is opened. Please take note of the very important info :
• If the product is opened and faulty and the box is undamaged we will gladly accept the return and arrange a replacement unit. If the box is damaged upon receipt of the product, please do not accept or sign for the delivery. If you were not available to receive the product yourself please take an image of the damaged box and do not open the box otherwise we cannot receive the product back.
• Please note the faulty or unwanted product needs to be returned in the original undamaged boxing for us to ensure a refund.

Return Procedure
To initiate a return, customers must contact Kit My Home by email at orders@kitmyhome.com

The product must be securely repackaged in its original packaging with all accessories and documentation included.

Collection will be arranged through Kit My Home’s nominated courier partner. For air conditioners and swimming pool heat pumps, collection will be coordinated through the authorised dealer or installation partner appointed by Kit My Home.

Once the returned item has been received and inspected, the applicable refund, replacement, repair, or exchange will be processed.