Orders cancelled before despatch
You can cancel your order at any point before it is shipped. To cancel, please email us with your request. Once we receive your email, we will cancel your order and refund any payment you have made as soon as possible.
If the order was placed by an organization rather than a consumer and is cancelled within 48 hours of the scheduled despatch time, we may apply a handling charge of 10% of the purchase cost.
Products to be returned which are incomplete, wrong, damaged or faulty
In the event that the products we send to you are incomplete, incorrect, damaged upon opening the packaging, or faulty, you must contact us by email within:
a) 5 days for incomplete, incorrect, or damaged products
b) 14 days for faulty products
We will provide instructions for returning the products to us. Please ensure that the products are returned to us promptly and in the same condition as when you received them.
Upon receipt of the returned products, we will inspect them and, if necessary, refer to the manufacturer’s warranty. We will then notify you via email within a reasonable period of time whether:
a) the goods will be replaced
b) the goods will be returned to you
c) a refund will be issued for the defective products
We will process any refund due to you as soon as possible, but no later than 30 days after receiving the returned products. The refund will include the purchase cost of the defective products, delivery charges, and the postage cost incurred by you in returning the products to us.
Products to be returned for any other reason
If you are a consumer with a delivery address in the European Union, you have the right to cancel your order and return the products within seven working days of receiving them. To do so, please email us to request a cancellation.
We will provide you with instructions for returning the products to us. Please return the products immediately, at your own cost and risk, and in the same condition in which you received them.
Upon receiving the returned products, we will process your refund as soon as possible and no later than 30 days after receiving notice of your cancellation. We will refund the full purchase price of the products, including the cost of delivery to you. However, you will be responsible for the cost of returning the products to us.
International orders, import duties, tariffs and taxes
For orders delivered outside the United Kingdom, you are responsible for any import duties, tariffs, customs charges, VAT/GST, brokerage fees, courier handling fees, or local taxes charged by your country or delivery provider. These charges are set by the destination country or carrier and are not controlled by Knex.Parts.
Unless these charges are clearly shown as included at checkout, they are not included in the product price or postage paid to Knex.Parts. We cannot predict the amount that may be charged and we are not responsible for paying these charges on your behalf.
If an international order is returned to us because import duties, tariffs, customs charges, taxes, or carrier fees were not paid, or because the parcel was refused or left unclaimed, we may refund the returned goods once they are received back by us and inspected. In this situation, the original postage/delivery charge will not be refunded. Any return postage, carrier charges, customs charges, handling fees, or administration costs charged to us may also be deducted from the refund.
If the cost of return postage, carrier charges, customs charges, handling fees, or administration costs is equal to or greater than the value of the returned goods, no refund may be due. Delivery estimates for international orders may also be affected by customs processing in the destination country.
General conditions for Cancellation and Returns policy
It is your legal obligation to take reasonable care of any products you intend to return while they are in your possession. Failure to comply with this obligation may result in a right of action against you for compensation.
We will typically issue refunds using the same payment method that you used for your purchase. Please note that all notices from you to us must be sent via email or post using the contact details listed on our “Contact Us” page.
We may send notices to you at the email address or postal invoice address provided by you when placing an order. Notice will be considered received and properly served 24 hours after an email is sent or three days after the date of posting of any letter. To prove the service of any notice, it is sufficient to show that a letter was properly addressed, stamped, and sent by post or that an email was sent to the specified email address of the recipient.