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Knee Walkers Direct strive to ensure our delivery and returns policy covers all possible issues and questions that may arise during the order and delivery process on our site.
Please read the information below on our delivery and returns policy.
All in stock items will be dispatched normally within 24 hours or next working day, whichever comes first. Items are sent by a tracked courier service which may be DPD or GLS.
Delivery within Ireland takes 1 – 2 working days and outside these areas we would allow 3 – 5 working days for your order to be received elsewhere in Europe. We do not offer a courier service outside of Europe at the moment. Our courier service is free of charge inside Ireland and €20 when shipped to other EU countries.
If the item you received is damaged, you need to ensure that we are informed immediately after you notice damage to the product or package. We should be informed at the latest within 24 hours of you receiving the item.
Customers wishing to track their parcel or to report an issue with the delivery can contact us here, you can either send us an email or call us on any working day.
Under distance selling regulations for the sale of goods online, you have the right to return your item within 14 days of purchase for a full refund. The item being returned must be in it’s original packaging completely undamaged with no signs of use.
The cost of returning the item is solely on you and you must arrange your own courier to send it back, be aware that you are completely responsible for the product until the point it is returned to our warehouse. If the item gets damaged by the courier you use then depending on the circumstances the item may be rejected for a refund.
Before returning an item you must contact us so we can provide a reference number for you to attach to the goods, this ensures that we can expect to receive this return and it will not become lost. Please ensure that you always get in touch prior to returning an item, you can do so here.
All refunds are processed within 5 working days of the item being officially marked as returned with our warehouse. So once we are notified by our warehouse that the goods have been received and in the condition we sent it in then they will authorize us to initialize the refund process.
As the only payment method we currently take is Credit or Debit Card then this is the only method that we will refund the order. Once we have refunded to your card, please allow several working days for it to appear back in your account. The time it takes depends on bank.
In some rare cases, the product you use may become defective. If an issue arises with the product, you need to STOP using it right away and contact us immediately. We do not endorse the use of a defective or broken product as this may cause risk or injury to the user and third parties.
In the event the item you use becomes defective, stop using it immediately and contact us. We will advise the next steps that are to be taken to ensure we can repair or provide a replacement product.