Returns Policy | Kitagawa
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Kitagawa

Returns Policy

Kitagawa Europe Ltd - Returns Policy

 

Should you need to contact us regarding returning an item, please have your purchase order number or our Sale Order Ref (beginning SORD..) from your Kitagawa Europe Order Confirmation ready when you contact us as it will allow us to find your order details quicker. Please do not return an order to us without contacting us first to obtain a return authorisation number and packing instructions.

Goods no longer required

If the goods ordered are no longer required/ordered in error you may be able to return them to us. The item must be unused, the original packaging must be clean and undamaged so the goods are suitable for re-sale. Any original shipping costs from the delivery of the order cannot be refunded and there may be a restocking fee. Please note: any customised components, made to order and consumable items may not be able to be returned.

Please do not return an order to us without contacting us first to obtain a return authorisation number. Once return authorisation has been obtained, please ensure the goods are packed well for international transit in a strong outer box - do not attach labels and documentation directly to the product box.

For goods moving internationally you will be required to raise a commercial invoice for customs purposes please ensure the part numbers, description and values match your original purchase invoice from Kitagawa Europe.

Damaged Goods

If any item you receive from us arrives damaged, please ensure the goods are signed for as ‘damaged’ or ‘unchecked’ with the courier or shipping company, please take photographs if possible.

If the shipping was arranged by Kitagawa Europe via Incoterms, DAP, DDP or DPU please contact us as soon as possible where we will advise the best course of action to resolve the problem. Please ensure all original product and outer packing materials are retained as the shipment may need to be inspected by the courier or shipping company at your premises.

 

If the shipment was arranged by your company using your own carrier via Incoterms EXW, FCA or FOB you will need contact your carrier to make a claim for the damage. We will assist with your claim as much as possible with documentation and contact details if required.

Goods for Repair/Modification:

If an item that requires a repair or modification, please contact us as soon as possible where we will advise the best course of action. If possible, please ensure all original product and outer packing materials are retained as the shipment may need to be returned to us. Please do not return an order to us without contacting us first to obtain a return authorisation number.

For goods moving internationally you will be required to raise a commercial invoice for customs purposes please ensure the part numbers, description and values match your original purchase invoice from Kitagawa Europe.

Incorrect Item Received

If you receive an item from us which is incorrect or not as expected, please contact us as soon as possible where we will advise the best course of action to resolve the problem. Please ensure all product and outer packing materials are retained as the shipment may need to be returned to us.

Please do not return an order to us without contacting us first to obtain a return authorisation number. Once return authorisation has been obtained, please ensure the goods are packed well for international transit in a strong outer box. Do not attach labels and documentation directly to the product box.

 

Goods for Disposal or Recycling

We are happy to accept goods back for disposal and recycling when they have come to the end of their use. If you have goods for disposal or recycling, please contact us. Please do not return items for disposal or recycling without contacting us first to obtain a return authorisation number.

 

Contact details:

To arrange any of these return procedures, please contact us to obtain authorisation:

Email: export@kitagawaeurope.com

Telephone: +44 (0)1725 514000