Returns & Cancellation Policy

Your statutory rights remain fully protected. This policy explains our practical returns process and any additional arrangements offered by Sunnier.

It applies to products purchased from Kiitch Ltd, trading as Sunnier, and should be read with our Terms & Conditions, Delivery Policy and any product-specific information supplied with your order.

Kiitch Ltd (company number 16166684)
Trading address: B2, Sneyd Industrial Est, Stoke-On-Trent, England, ST6 2EB

This policy is written primarily for consumers purchasing products wholly or mainly for personal use. Different terms may apply to trade or business purchases. Nothing in this policy removes or limits any right or remedy that cannot lawfully be excluded.

Important: Products such as pergolas are large, heavy and often supplied in multiple packages. Please contact us before arranging any return so the safest and most economical return method can be agreed.

At-a-glance returns guide

• Standard product cancelled before dispatch — contact us promptly. Where dispatch has not begun, we will normally cancel the order and refund sums paid.
• Standard product received after an online or telephone purchase — consumers normally have 14 days after delivery to cancel, followed by a further 14 days to return the product.
• Bespoke or clearly personalised product — the statutory change-of-mind cancellation right will not normally apply once the product falls within the personalised-goods exception. Fault and misdescription rights remain unaffected.
• Faulty, damaged or incorrect product — contact Sunnier promptly. We will assess the issue and provide the remedy required by law, which may include repair, replacement, price reduction or refund.
• Non-faulty return — the customer normally pays the direct return or collection cost. The product must be protected appropriately for transport.
• Installation service — cancellation depends on whether the service has started, whether express early-start consent was given, and whether the installer supplies the service under a separate contract.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible.

For a standard product that has not entered a non-recoverable fulfilment stage, we will normally cancel the order and refund the sums paid.

A cancellation request made before the scheduled delivery date does not automatically create a right to cancel a bespoke product. Where manufacture, cutting, finishing or procurement has begun specifically for your order, the position will depend on the product, its customisation and your applicable statutory rights.

Where dispatch has already been arranged, reasonable carrier, handling or return costs may apply to a voluntary cancellation outside statutory rights. We will explain any such cost before confirming the arrangement.

Distance-selling cancellation rights

Where a consumer purchases a standard product online, by telephone or otherwise at a distance, the Consumer Contracts Regulations will normally provide a 14-day cancellation period.

The period usually begins on the day after you, or a person nominated by you, takes physical possession of the product. Where an order is delivered in separate lots or packages on different days, the period normally begins after the final lot or package is received.

To cancel, you must communicate a clear decision to Sunnier before the cancellation period expires. You may use the model form below, but you do not have to.

After notifying us, you must normally return the product without undue delay and no later than 14 days after communicating your cancellation.

Large product note: A pergola may require specialist collection. Contact us before moving or repacking it so the return can be managed safely.

Where cancellation rights apply, we will refund the product price and the cost of our least expensive standard delivery option. Enhanced or timed-delivery supplements are not normally refundable beyond the standard-delivery amount.

Bespoke and personalised products

The statutory change-of-mind cancellation right does not normally apply to goods made to the customer’s specifications or clearly personalised.

This may include a pergola, screen, glass element, louvre wall or accessory that is made, cut, finished or configured to measurements or specifications selected specifically for the customer and is not reasonably capable of ordinary resale.

A product will not be described as bespoke merely because that label is commercially convenient. Sunnier will assess the actual nature and degree of customisation.

Where an order contains both standard and bespoke items, cancellation rights may apply differently to each item. Before production begins, the order confirmation or approval documentation should identify whether a product is being treated as bespoke and explain the consequence for cancellation rights.

Faults are different from change of mind. Bespoke status does not affect your rights where a product is faulty, not as described, incorrectly supplied or otherwise fails to conform to the contract.

Installation services and cancellation

Installation may be supplied under a separate agreement with an independent installation partner. The identity of the service supplier and the applicable cancellation terms should be shown before you become bound.

Where a consumer asks for installation or another service to begin during the 14-day service cancellation period, the service supplier may request express consent to begin early and acknowledgement that payment may be due for work completed before cancellation.

If the service has been fully performed following your express request and acknowledgement, the right to cancel that completed service may be lost where the law permits.

Cancelling the product order does not automatically cancel a separate installation contract. Likewise, cancelling an installation contract does not automatically cancel a product order. Both suppliers should be contacted promptly so the arrangements can be coordinated.

Where installation has not begun and no non-recoverable cost has been incurred, cancellation will normally be managed without unnecessary charge. Any lawful deduction or charge must reflect work or costs actually incurred and will be explained clearly.

Returning non-faulty products

A product returned because you have changed your mind must be protected and handled with reasonable care.

You may examine the product only to the extent reasonably necessary to establish its nature, characteristics and functioning — broadly as you might in a shop.

For large outdoor structures, full assembly, anchoring, drilling, cutting, electrical connection or prolonged outdoor use may go beyond what is reasonably necessary for inspection.

Please return all supplied components, fixings, controls, instructions and accessories. Missing parts may reduce the value of the return.

Original packaging should be retained and reused wherever reasonably possible because it is designed to protect long, heavy and finished components in transit.

The absence of original packaging does not automatically remove a statutory cancellation right. However, you remain responsible for packaging the product safely, and any avoidable reduction in value caused by inadequate handling or packing may be reflected in the refund where the law permits.

Products should not be sent to our trading address without prior written return instructions.

Condition assessment

On receipt, we may inspect the returned product for completeness, damage, use, alteration and packaging condition. The inspection is used to determine whether any lawful deduction for diminished value is appropriate.

We will not apply an automatic or punitive restocking fee to a statutory cancellation. Any deduction will reflect the actual reduction in value caused by handling beyond what was reasonably necessary.

Collection, packaging and return costs

Unless a product is faulty, incorrectly supplied or otherwise non-conforming, the customer is normally responsible for the direct cost of returning it.

Because pergolas are bulky and may require specialist transport, ordinary parcel-post rates may not be available. We can usually provide one of the following options:

• Sunnier arranges collection and deducts the disclosed collection cost from the refund
• You arrange suitable insured transport to the nominated return location
• Another return method agreed in writing

Before collection, the product must be:

• Disassembled where required by the agreed return instructions
• Securely packed to prevent movement, abrasion and bending
• Accessible at the agreed collection point
• Complete and clearly identified with the return reference
• Available on the agreed date

Where an arranged collection cannot be completed because the product is inaccessible, inadequately packed, incomplete or no authorised person is present, a reasonable wasted-journey or rebooking charge may apply. We will disclose the basis of the charge before rebooking.

Risk during a customer-arranged return remains with the customer until the product is received by Sunnier or its nominated returns provider. We recommend using an appropriately insured carrier.

Where Sunnier arranges collection of a faulty or misdescribed product, Sunnier will bear the reasonable collection cost.

Faulty, damaged or incorrect products

Please inspect packages and visible components as soon as reasonably practical after delivery.

If a product appears damaged, faulty, incomplete or incorrect, contact Sunnier promptly and provide the order number together with photographs, video or other information that reasonably helps us assess the issue.

A request to report visible transit damage within seven days is intended to help us investigate with the carrier. It does not create a shorter legal deadline or remove statutory rights if notice is given later.

Depending on the circumstances and your legal rights, an appropriate remedy may include:

• Replacement of missing or damaged components
• Repair or adjustment
• Replacement of the product
• A price reduction
• A refund

We may ask you to retain packaging and affected components pending reasonable investigation or collection.

Do not arrange significant third-party remedial work before allowing Sunnier a reasonable opportunity to inspect and respond, unless urgent action is reasonably necessary for safety or to prevent substantial further damage. Where urgent action is taken, retain photographs, invoices, reports and removed components where reasonably possible.

If a fault appears to relate to installation workmanship under a separate installation contract, Sunnier will assist with appropriate triage while preserving the respective responsibilities of the product supplier and installation partner.

Short-term right to reject: Consumers may have a short-term legal right to reject non-conforming goods within 30 days, subject to the Consumer Rights Act 2015 and the circumstances of the claim. This statutory right is distinct from any voluntary satisfaction guarantee.

Refunds and deductions

Where a statutory cancellation is valid, refunds will be made without undue delay and normally no later than 14 days after:

• We receive the returned goods; or
• You provide evidence that the goods have been sent back, if earlier

We may withhold the refund until the product has been returned or suitable evidence of return has been provided, where permitted by law.

Refunds will normally be made to the original payment method unless another lawful method is agreed.

A refund may be reduced where:

• The product has been handled beyond what was reasonably necessary to inspect it
• Components or accessories are missing
• The product has been damaged after delivery while in the customer’s care
• Unsafe or inadequate return packaging causes damage
• A disclosed collection cost is payable for a non-faulty return

Any deduction will be explained and supported by a reasonable assessment of the actual loss in value or direct cost. It will not be used as a disguised penalty.

Where a product is faulty or incorrectly supplied and you are legally entitled to a refund, we will also refund the applicable standard delivery charge and bear reasonable return costs.

Refunds connected with finance or instalment arrangements may also involve the relevant finance or payment provider. We will coordinate the refund instructions required for the relevant transaction.

Promotional satisfaction guarantees

Sunnier may occasionally advertise a voluntary satisfaction guarantee for selected standard catalogue products.

Such a guarantee applies only where it is clearly displayed on the product page or order confirmation at the time of purchase. Its stated eligibility, start date, exclusions, return condition and cost arrangements will apply.

Unless Sunnier expressly launches and publishes such an offer, this policy does not itself create a general 30-day change-of-mind guarantee for installed products.

Any voluntary guarantee operates in addition to statutory rights and does not replace the 14-day distance-selling cancellation right or rights concerning faulty goods.

Complaints, statutory rights and contact details

If you are dissatisfied with a return, cancellation or refund decision, please contact us and explain the outcome you are seeking. We will review the matter and provide information about any relevant alternative dispute resolution option where required or appropriate.

Nothing in this policy affects your statutory rights. Information about consumer rights is available from Citizens Advice and Trading Standards.

This policy is governed by the law of England and Wales. Consumers in Scotland or Northern Ireland may also bring proceedings in the courts of the part of the United Kingdom in which they live.

The policy version applying to an order is the version in force when Sunnier accepts that order. Later updates will not retrospectively reduce existing rights.

When you contact us, please include

• Cancellation before dispatch — order number, customer name and a clear cancellation request
• Change-of-mind return — order number, delivery date, items being returned and packaging condition
• Faulty or damaged product — order number, description of the issue, photographs or video, package details and delivery date
• Collection request — collection address, access restrictions, package count and preferred availability

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You may instead send any other clear statement of cancellation.

To: Kiitch Ltd, trading as Sunnier
Trading address: B2, Sneyd Industrial Est, Stoke-On-Trent, England, ST6 2EB
Company number 16166684
Via: Contact page

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods / supply of the following service:

• Products or services: ______________________________
• Order number: ______________________________
• Ordered on / received on: ______________________________
• Name of consumer(s): ______________________________
• Address of consumer(s): ______________________________
• Signature (only if submitted on paper): ______________________________
• Date: ______________________________

Return-readiness checklist

Use this checklist before a non-faulty product is collected or returned:

• You have contacted Sunnier and received a return reference and return address
• All packages and components have been identified against the packing list
• Fixings, controls, instructions and accessories are included
• Components are dry, clean and protected against abrasion
• Long profiles are supported so they cannot bend in transit
• Original packaging has been reused where reasonably possible
• Any replacement packaging is strong enough for the product’s size and weight
• Packages are secured and clearly labelled
• The collection point is safe and accessible to the agreed vehicle
• An authorised adult will be present where required
• Photographs have been taken of the product and packaging before collection
• Any access restrictions have been disclosed to the carrier or Sunnier