FAQs

General

All giveaways, promotional events, product bundles and voucher codes are subject to terms & conditions. Voucher codes cannot be used in conjunction with any other offer unless otherwise stated.

To receive 10% off your first order (retail customers only, not applicable to trade customers), sign up to receive our email newsletters and be the first to know about new products, bundles and special offers. You can unsubscribe at any time, and we promise never to pass your details to any third parties.

When you sign up, you will be sent an email containing your 10% discount code - you can then enter this at checkout. This code is valid for one order only.

If you've forgotten your password for your online account, you can reset / recover it using this link.

If you are unsuccessful at recovering your account or you need any further help, please get in touch with the website team via info@kenro.co.uk and we will be happy to help.

If you are a trade customer and you haven't yet activated your online account, please get in touch via info@kenro.co.uk

Delivery

If you place your order in GBP (£), your order can only be delivered to a UK address.

If you use our currency switcher to shop in EUR, you can order to the following countries:

Albania, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal (mainland only), Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey.

Yes! We offer free shipping on all UK orders over £30.

Free shipping is also available to European countries, but the free shipping threshold will vary depending on your destination country.

Spend £30 or more to receive free UK shipping.

Orders of less than £30 are charged at £3.95 (standard shipping, 3-5 working days), or £5.95 (express shipping, 1-2 working days).

Our main shipping providers are Royal Mail and DPD. The carrier your order is sent with may vary depending on availability, though we will always endeavour to send it via the shipping service selected at checkout.

Please note that our warehouse is open Monday to Friday, 8am
to 4pm. We are closed on national holidays, English bank holidays, and for the period between Christmas and new year.

We will always endeavour to get your order to you as quickly
as possible. Orders placed before 12pm on a standard working day will be dispatched that same day. Orders placed after this time will be dispatched next working day. Please note that delivery guidelines (1-2 days, 3-5 days, etc.) are given in working days and apply to the UK only. These guidelines do not constitute a guaranteed delivery timeframe; however, the vast majority of
orders are delivered within these estimated times.

Some couriers may not deliver on Saturdays, so please factor this in to your delivery expectations, especially if placing an urgent order towards the end of a working week.

There is no additional charge for delivery to remote UK areas such as the Channel Islands and Scottish Highlands and Islands, but please do allow an extra day or so for your item to reach you.

If your order is not with you within five working days (UK express shipping) or seven working days (UK standard shipping and international shipping), please contact info@kenro.co.uk quoting your order number so that we can investigate for you as soon as
possible.

European orders are shipped via a tracked service (usually Parcelforce or TNT), and are shipped on a DDP basis including all local taxes, duties and surcharges, so the price you see is the price you pay.

Free shipping is available to European countries, but the cost and free shipping threshold will vary depending on your country of delivery.

Standard European Shipping is usually via Parcelforce / GLS and takes an average of 7-14 working days, depending on location.

Premium European Shipping is usually via TNT / FedEx and takes an average of 5-10 working days, depending on location.

Please note that any order containing Kenair aerosols can only be shipped using the premium shipping option, due to regulations regarding dangerous goods.

Euro Zone 1: Ireland, Belgium, Denmark, France, Germany, The Netherlands.

Standard shipping costs 9.95 EUR, or is free if you spend over 50 EUR.

Premium shipping costs 29.95 EUR, or is free if you spend over 150 EUR.

Euro Zone 2: Austria, Czech Republic, Hungary, Italy, Latvia, Luxembourg, Poland, Slovakia, Slovenia.

Standard shipping costs 14.95 EUR, or is free if you spend over 75 EUR.

Premium shipping costs 29.95 EUR, or is free if you spend over 150 EUR.

Euro Zone 3: Bulgaria, Estonia, Finland, Lithuania, Portugal (mainland only), Romania, Spain (mainland only), Sweden.

Standard shipping costs 19.95 EUR, or is free if you spend over 100 EUR.

Premium shipping costs 29.95 EUR, or is free if you spend over 150 EUR.

Euro Zone 4: Albania, Andorra, Bosnia and Herzegovina, Croatia, Cyprus, Gibraltar, Greece, Iceland, Kosovo, Liechtenstein, Malta, Montenegro, Monaco, Norway, San Marino, Serbia, Spain (non-mainland), Switzerland, Turkey

Standard shipping is unavailable.

Premium shipping costs 39.95 EUR, or is free if you spend over 200 EUR.

Returns

All consumer orders placed directly on www.kenro.co.uk have a returns window of 30 days from date of receipt on unused products where the packaging is unbroken.

If you are returning your item because it is no longer required, you ordered the wrong item, or you have changed your mind, the system will guide you through the process of sending your item back.

If you received an incorrect, damaged or defective item, the system will prompt you to upload an image and a note which will come through to us for approval. Once we have approved the return, the system will arrange a return for you.

If you'd like to organise a return, visit our returns portal and follow the process to create your return.

Items sent back to us without going through the returns portal, not in resaleable condition (i.e. unbroken packaging), or outside of the 30-day returns window may be returned to you.

Trade Customers

If you're purchasing our products for your business, you can open a trade account to get access to exclusive trade and bulk discounts, your own sales rep, trade-only special offers, and your own trade login to our website with easier options for account management and repeat ordering.

Visit our Trade Account Application page and complete the form, and we'll get back to you within a few days with the details of your new trade account,

If you haven't been sent an email inviting you to set up an online log in for your trade account, contact info@kenro.co.uk with your account number or business name and postcode, and we'll get back to you to get it resolved.

Trade carriage charges are a flat rate for DPD Next Day delivery. Orders of less than £150 ex. VAT are charged at £7.50 delivery (ex. VAT). Orders of £150 or more ex. VAT are delivered free of charge.

Orders placed by 12pm will be dispatched on the same working day.

The trade website is an intuitive and easy way to manage your account, see pricing, and place orders any time of the day or night. Orders placed via the trade website are typically received by the warehouse and processed more quickly than those placed via email or telephone, and we strongly recommend that all our trade customers place their orders online, particularly during busy trading periods.

For more information about managing your account via the Kenro Trade Portal, please have a look at this document.

Please get in touch with us at sales@kenro.co.uk with your account number or your account name and postcode, and we'll check on your sales rep details and get back to you.

Brexit

Unfortunately Brexit is still having an impact on our operations, with additional paperwork and red tape for all products imported to and exported from the UK. We're working hard to ensure the impact on our customers remains minimal and that none of our customers encounter additional customs or VAT charges when they receive their order.

Our website pricing is fully inclusive of taxes, duties and customs charges, so you can order safe in the knowledge that the price you see is the price you'll pay.

Coronavirus Pandemic

Although the UK is in a much better position now than any previous point since the global pandemic began, the effects on the worldwide shipping and logistics industries are still being felt, and some suppliers are unable to source raw materials and manufacture products as quickly as they could pre-pandemic. Consequently, some items may be out of stock for longer than usual, and estimated restock dates may be subject to change. We continue to do our best to operate as usual with minimal impact on our customers.

Customer Service

Our phone lines are open 8.30am until 4.30pm Mondays to Fridays. We are closed Saturdays, Sundays and bank holidays, as well as the period between Christmas and New Year.

Our warehouse is open to process and dispatch orders 8am until 4.30pm, Monday to Friday, excluding weekends, bank holidays and festive periods as above.

You can contact us during the trading hours above on sales@kenro.co.uk or +44 (0)1793 615836.

Support

Yes, we can answer technical questions on any product sold by Kenro. Questions should be directed to support@kenro.co.uk – this is the only way to get in direct contact with the support department. We regret that we are unable to offer telephone support at this time.

Yes, products sold by Kenro are covered by a warranty when the product originates through Kenro Direct or a Kenro UK authorised dealer. Warranty will vary depending on the product, but ranges from one year (Kenro LED Smart Lites) up to six years (Karoo tripods).

Kenro tripods are covered by a 6-year limited warranty. The warranty card is supplied with the product.

In the event of a fault in your Kenro product within the warranty period, please contact support@kenro.co.uk with details of the product, details of the problem (photographs or video can be very helpful where the problem is easily visible or demonstrated), and proof of purchase. Our support department will arrange to repair or replace the product provided that the defect is not due to wear and tear, misuse, accidental damage, or attempted modification or repair by an unauthorised party.

This guarantee is in addition to your existing legal rights, your statutory rights are not affected.

We are able to do firmware upgrades on eligible products (for example, Nissin flashguns). A small fee is applicable, and you are responsible for the postage costs of sending us the product and of us returning it to you. If you think you have an eligible product (a current product sold by Kenro with a firmware upgrade available), please contact support@kenro.co.ukwith details of the product and your support request.

Newer models of Nissin flashgun have the SD card slots to allow you to do your own firmware upgrades without the inconvenience of sending your item away. Firmware upgrades are available to download from relevant product pages.