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We’ve been building kitchens a long time.
Made right here in our Sussex factory.
Every Paula Rosa kitchen is made to order. It’s designed around your space, your choices and your specification, then built specifically for you. Because of that, returns and cancellations work a little differently to off‑the‑shelf products. That said, if something isn’t right, we’ll always help you work through it.
We take time to guide you through every detail before you confirm your order. That includes your layout, measurements, finishes, colours, hinging, handing, quantities and specifications.
Please check everything carefully before confirming and paying. Once your order has been accepted and production has begun, changes or cancellations may not be possible.
For online orders, you have a 14-day right to cancel 'off the shelf' products such as appliances, sinks and taps. However, this right does not apply to products that are made to your specification or clearly personalised.
Most Paula Rosa Kitchens products are bespoke and made to order, including kitchen units, doors, drawer fronts, cornices, plinths, pelmets, worktops, painted items, colour-matched items and decorative items.
Once production has started, bespoke items cannot be cancelled, returned or refunded unless they are faulty, not as described, or do not meet your statutory rights.
Some items, such as certain handles, accessories, samples or catalogue products, are classed as stock items rather than bespoke products.
Where the right to cancel applies, these items must be returned unused, in their original packaging and in a resalable condition. You’ll be responsible for the direct cost of returning them unless the item is faulty or we have agreed otherwise.
Appliances are stock items and are not made to order. If you order an appliance online and it has not been installed, you can cancel and return it within the 14-day cooling-off period.
Returned appliances must be unused, in their original packaging and in a resalable condition. Once an appliance has been installed, the right to cancel will usually no longer apply, although your statutory rights are not affected.
Production usually begins within 24–72 hours of your order confirmation. If you contact us before production has started, we’ll do our best to stop the order. If we’re able to cancel it, a reasonable charge may apply to cover any design, processing or administration work already completed.
If any items arrive damaged, faulty or not as described, please let us know as soon as possible. Ideally, please report visible damage, missing items or incorrect products within 48 hours of delivery so we can resolve things quickly and avoid delays to your installation. To help us resolve things quickly, we may ask for:
Once we’ve reviewed the product or the evidence provided, we’ll let you know whether we can arrange a repair, replacement, refund or another appropriate solution.
If a product is confirmed as faulty, we’ll refund the cost of the defective product, any applicable delivery charges and any reasonable return costs, or arrange a repair or replacement where appropriate.
If you receive an item that doesn’t match your order, please contact us as soon as possible, ideally within 48 hours of delivery.
We’ll review the issue and, where the item has been supplied incorrectly, arrange for the correct item to be supplied.
As our kitchens are made to order, we’re generally unable to accept returns for:
In some cases, and at our discretion, we may accept returns on standard stock items. These must be:
Return costs may apply. A restocking fee of up to 25% may also apply where we accept a return outside of your statutory cancellation rights.
We recommend using a tracked service and taking out suitable insurance for the value of the goods, as we cannot be responsible for items that are damaged or lost in transit.
We recommend checking all items as soon as they arrive.
Please report any visible damage, missing items or incorrect products as soon as possible, ideally within 48 hours, so we can resolve things quickly and avoid delays to your installation.
Where a refund is due, we’ll usually refund you using the same payment method used for your original order, unless we agree otherwise.
For valid cancellations under the statutory cooling-off period, refunds will be processed within 14 days of us receiving the returned goods, or within 14 days of you providing evidence that the goods have been returned.
For faulty goods, refunds will be processed within 14 days of us confirming that you are entitled to a refund.
We design kitchens to last, and we want everything to arrive exactly as expected.
If something isn’t right, we’ll work with you to put it right, with clear communication and practical solutions throughout.
Nothing in this returns policy affects your statutory rights. If your product is faulty, not as described or does not meet the standards required by law, you may be entitled to a repair, replacement or refund.
If you need to report an issue or discuss a return, please contact our team:
We’re here to help and will guide you through the next steps.
