This is our returns policy for Shelve It self-build shelf and pigeon hole kits. It sits alongside your statutory rights and never replaces them.
Your 14-day right to change your mind If you change your mind, you can return any kit within 14 days of delivery for a refund. Let us know within those 14 days and send the kit back within a further 14 days. Kits must be unassembled and in their original flat-packed condition with all panels and fixings included. Packaging may be opened for inspection, but panels must not be cut, drilled, painted or otherwise modified.
Damaged or missing parts Check your kit as soon as it arrives. If a panel is damaged in transit or a fixing pack is missing, email us within 48 hours of delivery with your order number and a photo. We'll send a replacement panel or fixing pack out to you free of charge — you don't need to return the whole kit.
Faulty kits If a kit turns out to be faulty, you're entitled to a replacement or a full refund, including the original delivery cost and return postage. This is in addition to your 14-day right to change your mind. Report the fault as soon as you notice it and include photos so we can identify the batch.
Return postage Return carriage is payable by you for change-of-mind returns. Kits are heavy and bulky, so we recommend a tracked pallet or courier service — we can quote you a collection if that's easier. We cover return postage where the kit is faulty, damaged on arrival, or not what you ordered.
Refunds Refunds are issued to your original payment method within 5 working days of us receiving and inspecting the returned kit, and usually show on your statement within a further 3–5 days. We refund the standard delivery charge you paid; any upgraded or express delivery cost is not refunded on change-of-mind returns. If parts are missing or damaged through use, we may make a fair deduction.
Custom and made-to-measure kits Kits cut to your own dimensions or with a bespoke compartment layout are made to order and can't be returned under the 14-day rule unless they're faulty or not made to the specification agreed.
How to start a return Email us with your order number, which kit you're returning and the reason, plus photos if anything is damaged. We'll reply with a returns reference and the address to send it to. Please don't send anything back before you have a returns reference, as we may not be able to trace it.