Returns & Refunds Policy – Isokernshop.co.uk

RETURNS & REFUNDS POLICY

Last updated: 01/12/2025

At Isokernshop.co.uk, we want you to be fully satisfied with your purchase. This policy explains your rights and our procedures for cancellations, returns and refunds when purchasing as a consumer.

Please note : Items sold as part of a set, bundle, or multi-item package must be returned in full to be eligible for a refund or exchange. We do not accept partial returns of individual components from any package. All original items, accessories, and packaging must be included. If any part of the package is missing, damaged, or not returned, the return may be denied or a partial refund may be issued at our discretion.

1. Standard 14-Day Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013 you have a legal right to cancel your complete order within 14 days of receiving the goods.

What you need to do:

• Notify us in writing within 14 days of receipt → email [email protected]
• Return the goods within 14 days of notifying us (to the address we provide)
• You pay return postage unless the item is faulty or incorrectly supplied item

When conditions are met we will refund the full product price.

2. Returns After 14 Days and Partial order returns (Discretionary)

Returns after 14 days and partial order returns may be accepted at our sole discretion subject to:

• Goods unused and complete 
• 35% restocking fee applied
• Customer pays return carriage
• Goods being returned to the address provided on your returns note or email response and not our office address.

3. Return Process

Never return goods without authorisation.

• Email us with: order number, items, reason, photos (if damaged/faulty)
• We will reply with return instructions and address for the correct Depot

4. Refunds

Refunds are processed within 14 days of receiving & inspecting returned goods.

We may deduct for:

• Signs of use or damage
• Missing/damaged packaging or parts
• 35% restocking fee (post-14-day returns)
• Premium delivery upgrades

Refunds are made to the original payment method.

5. Items That Cannot Be Returned

Unless faulty or damaged on arrival, the following are non-returnable:

• Individual components from liner and Double Module packages.
• Bespoke / made-to-order / custom-cut items
• Goods that have been installed, used or altered
• Items not in resaleable condition
• Unauthorised returns

6. Faulty or Damaged Goods

Report within 24 hours of delivery with clear photos of:

• The damage
• The packaging
• Product label / batch sticker

We will arrange repair, replacement or full refund. Your full rights under the Consumer Rights Act 2015 apply.

7. Incorrect Deliveries / Missing Items

Report within 24 hours with photos → [email protected] or call 0113 266 0096.
We will correct the order free of charge.

8. How to Contact Us