Refund policy

Returns Policy
We are small independent store, so we cannot offer an extensive returns policy. Your complete satisfaction is important to us, so please get in touch by email if you have any issue or concerns. We will always deal with your issue promptly and personally so we can try to resolve it to your satisfaction.

Please email keeper@kempsgeneralstore.co.uk

Of course, if your goods are faulty or damaged when you receive them, we will meet our statutory obligations, so read on for details of how to notify us.

We will choose to either replace your item or to give you a refund, in line with your statutory rights. We cannot guarantee to replace the item in every case.

Returns Process

You must notify us of faults or damage within 30 days of receipt of the delivery.

You must notify us if you have not received your goods within 10 days of placing your order.

We may ask for proof of the damage or fault, so please email us the following information, so we can respond to your issue most effectively: -

(a) description and details of the issue

(b) pictures of the problem or damage, where possible

Once we have received your email, we can decide if we need you to return the item to us. Do not return the item to us unless we ask you to. Please do not send your purchase back to the manufacturer.

If we ask you to return the item, please follow the Shipping instructions below. We will send you an email to notify you that we have received your returned item.

Once we have had a chance to assess things, we will notify you of the approval or rejection of your issue and will advise you what we will do next. If we accept your issue we will choose to replace the item or refund you.

Please note, Gift Cards are not refundable.

Refunds
If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at keeper@kempsgeneralstore.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, we will only be able to do this if goods are available. If goods are not available, then we may offer you a refund as an alternative.

You must first send us an email at keeper@kempsgeneralstore.co.uk so we can process your issue.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping
If we ask you to return your product, you should mail your product to: Kemps General Store, 13 Market Place, Malton, YO17 7LP, United Kingdom.

Depending on where you live, the time it may take for any exchanged product to reach you, may vary.

If you are shipping an item with value greater than £50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.