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Home / Returns & Cancellations

Returns & Cancellations

Returns

We want you to be 100% satisfied with your purchase from Thomas Kent, but in the event you are not we offer the following help

Once you have received your clock please inspect it for quality. We will gladly refund or replace any item that arrives damaged. Please email our customer services team on [email protected] to arrange this.

If you are not happy with your item, you may return your undamaged and unused Thomas Kent item within 14 days, with the following conditions:

  • You must obtain a Returns Authorisation Number before returning any goods. Please email our Customer Service team [email protected]   Once you have a Returns Authorisation Number we will email you a returns form that will need to be completed and enclosed with your return.
  • Unfortunately, we are unable to cover the postage cost for returning the unwanted goods. We recommend that you retain your proof of postage in an event of a claim with the carrier as we cannot accept responsibility for returned parcels which are undelivered or damaged. 
  • Items are returned unused and complete with all packaging in good condition. (We reserve the right to levy a charge to replace product packaging which is damaged or defaced).
  • All returns are to be accompanied by the sender’s name and address, order reference number (these are found on the invoice), and reason for return. Please help us to help you by completing the relevant returns form.
  • Please be aware that we'll only process your refund once the item has been returned to and checked by our warehouse team; this can take up to 14 days.
  • Over the festive season, to provide extra peace of mind, we’ve extended our returns period. Any item bought between the 1st – 22nd December can be returned until 16th January.

Cancellations

Change or Cancel your order?

It maybe possible to cancel or change your order! If you have contacted us before your goods have been processed and dispatched we will do all we can to help amend or cancel your order.

  • Please get in touch with our Customer Services team for advice on +44(0)3303632222 between 9am and 4pm - Monday to Friday, or email us at [email protected]