• Refund policy

Refund policy

Gemini said

Here is the fully updated and polished policy. I have integrated the "Physical Inspection" and "Prepaid Label" sections so they no longer contradict each other, and added the "Refused Delivery" protection for your international orders.

Returns & Refund Policy

Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, the item must be in the same condition you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us at info@bluenileproducts.co.uk.

  • Items sent back without first requesting a return will not be accepted.

  • Once your return request is approved, we will provide specific return instructions.

Authorized returns should be sent to:

Kitchen Curated / Blue Nile Products c/o ScendR Fulfilment 40–41 The Vintners Temple Farm Industrial Estate Southend, Essex SS2 5RZ United Kingdom

International Orders (Customs & VAT)

All orders shipped outside the United Kingdom are sent DDU (Delivered Duty Unpaid).

  • Responsibility: The recipient is responsible for all local VAT, import duties, and carrier handling fees. These are charged by your local customs office and are non-refundable by Blue Nile Products.

  • Refused Deliveries: If an international delivery is refused due to unpaid customs fees or VAT, the parcel will be returned to us. In these cases, the original shipping cost and any return-to-sender fees incurred by the carrier will be deducted from your refund.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Our goal is to resolve any issues as quickly as possible.

Evidence Requirement: To evaluate a claim, we require high-resolution photos of:

  1. The damaged area of the product.

  2. The full product.

  3. The internal packaging.

  4. The outer shipping box clearly showing the shipping label.

Verification & Inspection:

  • Verified Faults (UK): Once a fault is verified via photo evidence for a UK order, we will provide a prepaid return label to have the item sent back to our fulfillment center.

  • International & Inconclusive Claims: For international orders, or cases where photo evidence is inconclusive, we reserve the right to request the item be returned to our fulfillment center for physical inspection before a refund is processed. In these instances, the customer is responsible for the return postage upfront.

  • Post-Inspection Refunds: If a physical inspection confirms a manufacturing fault or transit damage, we will refund the item cost, the original shipping charge, and the return postage (reimbursed up to a maximum of the initial shipping charge). If the item is found to have been manually damaged or altered, a refund will not be issued.

Return Shipping Costs

  • Change of Mind: For all returns not related to damage (e.g., change of mind or item not fitting your appliance), return postage is the responsibility of the customer. Original shipping costs are non-refundable for change-of-mind returns.

EU 14-Day Cooling-Off Period

If your order is being delivered into the European Union, you have the legal right to cancel or return your order within 14 days for any reason. Items must still be returned unused, in original condition, and at the customer’s shipping expense.

Refunds

Once we receive and inspect your return, we’ll notify you if the refund is approved. Approved refunds are issued to your original payment method within 10 business days.