Delivery/Claims/Returns/Warranty Service
DELIVERY
We will endeavour to ship all orders with 48 working hours (2 working days) of your order. Products are subject to availability and delays may sometimes occur that are outside of our control. Any dates specified for delivery are therefore approximate only. If delivery is delayed for more than 21 days, you have the right to contact us and refuse to accept the Products. In these circumstances, we will refund any money paid by you for those Products and any delivery monies you have been charged. However, we will not be responsible for any other losses, costs, damages or charges that you may suffer if we delay in supplying or do not supply those Products.
Note on Failed Delivery Attempts: Ordinarily, goods are delivered during normal working hours. If you provide a delivery address, to which the goods cannot be delivered during normal working hours, then the goods/parcel may be returned to us (normally after at least two failed delivery attempts) by the courier/postal service. If this happens, you will be responsible for all shipping charges required to resend the item the second time. If for whatever reason you decide not to have the goods re-shipped, then you will be entitled to a refund of the cost price of the goods, but you will not be entitled to a refund of the initial shipping costs for the item.
RETURNS / CLAIMS / SWAPS
OUR 'NO HASSLE' RETURNS PROCESS
As a small family business, customer satisfaction is a cornerstone of our business. We want you to be comfortable with every aspect of your experience purchasing from us and we will make every effort to ensure you are a happy customer. If the goods are faulty, please contact our customer service team and we will work to quickly replace the faulty item(s) for you. If you are not 100% satisfied with your purchase, or you have ordered the wrong item, you can return your order to Kelly Kettle Company for a full refund or swap.
Note: Please take care to package the item(s) carefully. All Returns must be received back in perfect condition:
- Unused
- Undamaged
- In the original packaging which must also be undamaged. If you have purchased your Kelly Kettle product through a retail store, please do not send your purchase back to the store. Contact us directly and we will look after any issue for you. If you return goods that have been used or damaged we will be unable to provide a refund.
Returns should be made within 30 days of receipt. So, if for whatever reason you're not happy with your purchase, please contact our excellent customer service team (via email / telephone / Contact Us page on our site) who will be happy to help you through the returns process. We are available 5 days a week (09:30 - 14:30) to assist you!
DAMAGED GOODS
If the parcel is visibly damaged upon delivery, DO NOT SIGN FOR THE ORDER. If upon opening the parcel the purchased product is damaged, please follow the steps outlined to take advantage of our 30 day 'no hassle' returns policy.
SWAPS
We appreciate that it is sometimes difficult to know which Kettle or Kit is the correct one for you or your loved ones needs. So, if the kettle is the wrong size for you, we can arrange a Swap no problem. Standard return instructions apply in that the item must be unused, etc. Items purchased in October/November as Christmas Gifts etc, can still be swapped in January. Don't worry about the 30 day period when looking to swap a new, unused kettle for another ;-)
Kelly Kettle Company do not cover the cost of return postage.
Shipping is very expensive and 'Free Shipping' does not exist. Someone must pay! A small number of people believe they are 'entitled' to 'Free Return' shipping. So let us try and explain it this way ....... You are in a Restaurant/Bar having fun with friends. During the evening you call a Taxi to bring you home. Safely arrived home, you thank the driver and pay them for their service. But once home an hour or so, you change your mind and decide that you would like to return to the Restaurant/Bar to carry on the party. Great idea! So you call the Taxi Driver again, explain that you have changed your mind and ask they they come pick you up and bring you back to the Restaurant/Bar - for free! Try it and see how it works out for you!
Hence, we do not offer 'Free Returns'. The Taxi driver needs to be paid.
Once your return is received and inspected by the fulfilment centre (usually within 72 hours of receipt), we will work to expedite your refund as soon as possible, this could take up to 7 days depending on your original method of payment. Kelly Kettle Company will refund the full purchase price of the returned item(s) excluding postage.
The returns address is:
Kelly Kettle Canada,
C/O Interex Industries,
111 - 901 E Kent Ave. N
Vancouver, BC,
V5X 0K6
WARRANTY SERVICE
TWO YEAR LIMITED WARRANTY
If you are not completely satisfied with the quality of the materials or the workmanship of your Kelly Kettle, you may return it UNUSED within 10 days from the date you purchased your Kettle (your purchase date) and we will provide a replacement Kettle.
Subject to the limitations below, we, the Kelly Kettle Company, warrant that the Kelly Kettle you have purchased is free from defects in materials and workmanship and that your Kettle will function as intended for a period of two (2) years from your purchase date under normal and proper use, so long as it is properly maintained as specified in the Operating Manual.
This Limited Warranty applies only to the original purchaser of the Kettle and is not transferable.
Under this Limited Warranty, we will provide replacement for a component we find to be defective in materials or workmanship and our costs of labor associated with the repair of the Kettle. Any component we replace will be covered by the initial two (2) year warranty period applicable to the Kettle you originally purchased. You are responsible and shall pay for all shipping costs required to obtain Warranty Service.
This Limited Warranty DOES NOT cover damages or defects caused by improper use, abuse, misuse, accident, impact, negligence, improper maintenance or storage, contamination and deterioration due to water or other liquids, sand, insect infestation or acts of God. Also, this Limited Warranty DOES NOT extend to those parts of the Kettle that are subject to wear and tear from normal use, such as the Carry Bag, Whistle, Chain, Handle, and the Fire Base (which may burn out over time).
This warranty is void and of no force or effect if the Kettle purchased has been tampered with, repaired, disassembled, changed, altered, or modified by you or any other persons who we have not authorized in writing to make such repairs.
WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, BEYOND THOSE STATED HERE. ANY REPRESENTATIONS AND WARRANTIES MADE BY ANY PERSON, INCLUDING ANY DEALER OR DISTRIBUTOR OF OUR KETTLES, WHICH ARE INCONSISTENT OR IN CONFLICT WITH THE TERMS OF THIS LIMITED WARRANTY, ARE NOT BINDING ON US AND ARE OF NO EFFECT.
OUR RESPONSIBILITY UNDER THIS LIMITED WARRANTY IS LIMITED TO PROVIDING REPLACEMENT COMPONENTS FOR REPAIR OF THE KETTLE PURCHASED, AS SET FORTH ABOVE. THESE REMEDIES ARE THE SOLE AND EXCLUSIVE REMEDIES FOR ANY BREACH OF WARRANTY. WE HAVE NO LIABILITY AND SHALL NOT BE RESPONSIBLE FOR ANY DAMAGE YOU MAY INCUR FROM NON RECEIPT OF THE KETTLE DUE TO DELAYS IN DELIVERY, PRODUCT FAILURE, FAILURE OF THE KETTLE TO FUNCTION PROPERLY, THE DESIGN OF THE KETTLE OR ITS CONSTRUCTION, OR ANY OTHER CAUSE, WHETHER LIABILITY IS ASSERTED IN CONTRACT, TORT, OR OTHERWISE.
WE ARE NOT RESPONSIBLE FOR INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND RESULTING FROM ANY BREACH OF WARRANTY OR UNDER ANY OTHER LEGAL THEORY, INCLUDING, BUT NOT LIMITED TO, LOST PROFITS, DOWNTIME, GOODWILL, OR DAMAGE TO OR REPLACEMENT OF EQUIPMENT AND PROPERTY. THE EUROPEAN UNION AND SOME COUNTRIES MAY NOT ALLOW OUR EXCLUSION OF IMPLIED WARRANTIES OR MAY OTHERWISE PROHIBIT SOME OF THE RESTRICTIONS ON OUR LIMITED WARRANTY. IF THE LAWS OF ANY SUCH JURISDICTION APPLIES, THEN ALL EXPRESS AND IMPLIED WARRANTIES WHICH SUCH LAWS MAY IMPOSE ON US ARE LIMITED IN SUBSTANCE TO THE MINIMUM REQUIRED SUBSTANCE OF THE WARRANTIES IMPOSED UNDER THE LAWS OF SUCH JURISDICTION, AND THE DURATION OF ANY WARRANTIES SO IMPOSED ARE LIMITED TO THE SHORTER OF THE LIMITED WARRANTY PERIOD OR THE SHORTEST PERIOD ALLOWED UNDER APPLICABLE LAW.
HOW TO OBTAIN WARRANTY SERVICE
If any component of the Kettle proves to be defective during the warranty period applicable to such component, contact our Customer Service Representative to make arrangements for Warranty Service.
Please be prepared to provide our Representative with the following:
(1) Your name, address, telephone number and email address;
(2) Proof of Purchase;
(3) A description of the defective component or Kettle operating problem you want to claim under our Limited Warranty;
(4) Kelly Kettle model.
To reach one of our Kelly Kettle Co. Canada Customer Service Representatives, please call or e-mail help@interexind.ca | Tel: 604-732-6868 | Toll Free: 1-800-663-8613
After we receive your Limited Warranty claim, we may require you to return the Kettle to one of our authorized service centers for inspection and repair. You are responsible for ensuring that the Kettle is packaged and shipped in such a way that it arrives to our service center undamaged.
You are responsible for any damage incurred in shipping. After inspection, we will notify you of our determination of whether the defect developed under normal and proper use and whether the Kettle is covered under our Limited Warranty. Provided the defect is deemed to be under warranty, we will, in our sole discretion, repair or replace the defective component(s). We reserve the right to use reconditioned or refurbished serviceable used parts which meet our quality standards for warranty repairs.
Our sole obligation is to repair, replace and/or adjust a defective component. The Warranty Service provided will restore the Kettle to normal operating condition and we have no liability to update any Kettle presented for Warranty Service with any internal or external design or modification which we may have made to our Kettles after the date you purchased the Kettle covered by our Limited Warranty. You are responsible and shall pay for all shipping costs required to obtain Warranty Service.
CLICK HERE FOR THE KELLY KETTLE INSTRUCTION LEAFLET (PDF)
If you have any questions, contact us on Tel: 604-732-6868 Toll Free: 1-800-663-8613 Thank you.
