Delivery and Returns


Goods will be delivered in a box or on a pallet depending on the size and weight of your complete order.
Delivery costs will be calculated at checkout. Costs vary depending on the weight of your order and the postcode of the delivery address.

For boxed deliveries to anywhere in England (including Isle of Wight), Wales, Scotland (including Outer Hebrides and Orkney Islands), Isle of Man, and Northern Ireland and Channel Islands, the delivery charges are shown below (inc. VAT):

  • Up to 1kg: £5.50
  • 1.1 to 5kg: £7.50
  • 5.1 to 20kg: £9.50
  • 20.1kg to 75kg: £25.00

For all orders placed Monday to Friday before 5pm for BOXED deliveries, we shall endeavour to deliver within 3-5 working days at present due to high levels of orders.

Please note: all Original Kadais will be delivered on a pallet, as well as certain other items due to their volumetric size.

Any orders with a total weight over 75kg will be delivered on a pallet at a cost of £45 to most UK mainland addresses. Some areas within the UK are subject to higher delivery costs due to their location, including: Scottish Highlands, Scottish Islands, Isle Mann, Isle Wight, Northern Ireland and the Channel Islands. These prices will be shown at Checkout.

For all orders placed Monday to Friday before 5pm for PALLETISED deliveries, we shall endeavour to deliver within 5-7 working days.

Delivery to non UK Addresses

If you would like delivery to a non UK address then you will need to contact the office +44 (0) 1694 771800 to obtain a quote for delivery.

Additional delivery information

If you have a preferred delivery date, please state this and any other special delivery instructions in the comments box at Checkout. This should include any access issues or offloading requirements to ensure the safe delivery of your Kadai products.

We will try to meet all your requirements but cannot guarantee that our delivery agents will be able to follow your instructions. We use a third party courier who will deliver your palletised goods. The courier may ask for assistance to offload goods safely. Delivery is just to your door. They will not be able to unpack or install your delivery.

Before signing the delivery note please check all packaging for any sign of damage and indicate as necessary on the delivery note.

Returns & Cancellation

All our goods are carefully inspected before despatch, although very occasionally problems may occur. We ask our customers to check the goods upon receipt and to notify us, by phone or by e-mail, as soon as possible of any damage, missing items or quality issues.

Consumer Contracts Regulations 2013 offers you the right to cancel an order when you buy online or by phone. You are entitled to cancel your order, provided that you do so within 14 days from the day on which you receive the goods. Please quote your order number on all correspondence.

If you wish to cancel your order, you must inform us of your decision by giving: your name, address, details of the order you wish to cancel, your phone number and email address.

You can cancel by email to customerservices@kadai.co.uk or by phoning (01694) 771800, or by writing to Customer Services, Kadai Head Office, Wilstone House & Gardens Ltd., Home Farm, Leebotwood, Shropshire, SY6 6LX.

The goods must be returned within 14 days of the cancellation to receive an exchange or refund and it is the responsibility of the customer to pay for the cost of returning the goods. It's important that any unwanted item(s), unless faulty, are returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels and that it's undamaged and unused.

Refunds

If the goods are received in a suitable condition we will refund the value of the cancelled goods and the cost of standard delivery (except for any supplementary costs arising if you requested any non-standard delivery).

A deduction may be made if the value of the goods returned has been reduced as a result of you handling the goods more than was necessary.

Once goods are returned, we’ll refund the person who originally placed and paid for the order. Ordinarily, we'll refund by the method used to pay for the original transaction.

It can take up to 14 days after you have returned the item(s) to receive your refund.

We are unable to refund or offer an exchange on any bespoke products, unless they are faulty.

Faulty or incorrectly received goods

We will refund the cost of faulty goods and the delivery charge as well as the return postage. Please notify us as soon as possible, but within 30 days of the date of purchase, to receive an exchange or full refund.