Refund policy

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 customerservices@thomaskent.co.uk 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 email us at customerservices@thomaskent.co.uk  to notify us of your return. We will then arrange a collection with DPD on a day of your choice.
• You will need to write your order number and returns number on the outside of the packaging. Please write this on a piece of paper and attach it rather than defacing the packaging.
• 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).
• Please note there will be a £5 courier collection fee deducted from the refund.
• 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. Returns for unwanted gifts are eligible on orders placed from 24th November.  All returns must be completed by 12 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 between 9am and 4pm - Monday to Friday, via email at customerservices@thomaskent.co.uk