Returns Policy
We hope you love your KIPP pieces. However, we understand that occasionally an item may not be suitable for your project. Please review the conditions below before requesting a return.
Retail Returns
Retail customers may request a return within 14 days of delivery.
To be eligible for a return, all products must be:
- Unused and uninstalled
- Unmarked, undamaged and in resalable condition
- Returned with all original screws, fixings and components
- Returned in their original packaging and protective wrapping
- Accompanied by the original order number
Products that have been installed, drilled, altered, modified or damaged are not eligible for a change-of-mind return.
Once a return has been approved by KIPP, products must be dispatched back to us within 7 days of receiving return authorisation. Returns sent outside this timeframe may not be accepted.
All returned products are subject to inspection by KIPP before a refund is approved.
Trade Returns
Orders purchased using a KIPP Trade Account, Trade Discount or approved Trade Pricing may be returned within 14 days of delivery, provided they meet all return eligibility requirements outlined above.
Approved Trade returns are subject to a 10% restocking fee, calculated on the net purchase price actually paid for the returned products. This fee contributes towards the handling, inspection, repackaging and restocking of returned trade quantities.
Once a Trade return has been approved, products must be dispatched back to KIPP within 7 days of receiving return authorisation.
The 10% restocking fee does not apply where an item is confirmed by KIPP to be faulty, damaged on arrival or incorrectly supplied.
How to Request a Return
To request a return, please contact our Customer Care team at info@kipp.ae and include:
- Your full name
- Order number
- Products being returned
- Reason for return
Once your return request has been reviewed and approved, our team will provide you with the return address and return instructions. Please do not send products back before receiving return authorisation from KIPP.
Refunds
Once your return has been received, KIPP will inspect the products to confirm that they meet our return conditions. Approved refunds will be issued to the original payment method.
Please allow up to 5–10 business days after your return has been received and approved for the refund to be processed. Additional processing time may apply depending on your bank or payment provider.
For approved Trade returns, the applicable 10% restocking fee will be deducted from the refund amount.
Original paid delivery charges are non-refundable for change-of-mind returns. Orders that originally qualified for complimentary delivery will not have that original delivery cost deducted from the refund.
Exchanges
KIPP does not offer direct exchanges. If you would like a different size, finish or product, please return the eligible original product for a refund and place a new order separately. This allows the replacement order to be processed immediately without waiting for the original return to arrive and be inspected.
Natural Stone & Marble
Natural stone is inherently unique. Variations in colour, tone, veining, pattern, texture and natural markings are characteristics of genuine natural stone and may vary from piece to piece. Product imagery is provided as a representation of the stone and finish — no two pieces of natural marble or stone will be identical.
Natural variations consistent with the characteristics of the material are not considered manufacturing defects. This does not prevent an otherwise eligible, unused product from being returned within the applicable return period.
Faulty, Damaged or Incorrect Products
If your order arrives faulty, damaged, incomplete or you have received the incorrect product, please contact our Customer Care team as soon as possible at info@kipp.ae and include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the packaging where relevant
Once the issue has been assessed and confirmed, KIPP will arrange the appropriate replacement, refund or return at no additional return-shipping cost to the customer.
Installation & Product Suitability
Customers are responsible for confirming that the selected KIPP product is suitable for its intended application before installation.
Products that have been installed, drilled, altered, modified or damaged during installation are not eligible for a change-of-mind return.
KIPP cabinet and joinery hardware must only be installed in accordance with the product specifications and intended application stated on the relevant product page. Unless expressly stated otherwise on the product page, KIPP cabinet hardware is designed for cabinetry and joinery applications and is not intended for use as architectural door hardware.
Damage, modification or installation issues resulting from incorrect installation, unsuitable applications, incorrect substrate or material thickness, unauthorised modification, or use outside the stated product specifications are not considered manufacturing defects.
Custom Made-to-Order Products
Custom, bespoke, modified, personalised or made-to-order products cannot be returned for change of mind once production has commenced. This does not affect your rights where a product is confirmed to be faulty, damaged or materially different from what was ordered.
Sale & Final Sale Products
Products specifically marked Final Sale are not eligible for change-of-mind returns. This does not affect any rights relating to faulty, damaged or incorrectly supplied products.
Return Approval
KIPP reserves the right to refuse a change-of-mind return where:
- The return was requested outside the applicable 14-day return period
- The product was not dispatched within 7 days of return approval
- The product has been used or installed
- The product has been drilled, modified or altered
- The product is damaged or incomplete
- Original components or packaging are missing
- The product is not in resalable condition
- The product falls within a non-returnable category outlined in this policy
Nothing in this policy limits any rights or remedies available to customers under applicable UAE consumer protection legislation.