All orders which contain out of stock or custom build good(s) will receive both an order lead time update and following dispatch confirmation via email. For orders which contain only in stock good(s) a dispatch confirmation will only be sent via email.

Free standard delivery is applicable for orders over £1000 ex vat (UK mainland only, order total based on goods only).

KIENEX is not responsible for any courier delays, failed deliveries or any other circumstances which fall outside of the company’s control.

In stock orders:

Orders comprised of all in stock good(s) placed before 15:00 will be dispatched the same working day. Orders placed after that time will be dispatched the next working day.

Out of stock orders:

Orders including any out of stock or custom build good(s) will be held until the order can be shipped in full, with the longest lead time applicable. A notification will be sent via email confirming all applicable lead times, this may take up to 2-working days.

Part shipments:

Orders are held until all goods are available for dispatch. Part shipments are available upon request for orders over £250 ex vat (excluding carriage) and valid for UK mainland delivery only. Multiple calls offs might be subject to additional carriage charges. Please get in touch here stating the relevant Order number.

Express services:

Both Express pre-10:30 and pre-12:00 services are available, subject to delivery address. The selected delivery service is applicable when the order is ready to be shipped in full.
* Please note express services might be suspended during or in the lead up to public holidays. To check if express services are currently available please get in touch here *

Damaged good(s):

Any damaged good(s) must be reported in writing within 48-hours of delivery. An RMA must be raised via the contact us form detailing the good(s) in question. Any issues with raising the relevant RMA please email stating order number and the damaged good(s) in question.

Incorrect or incomplete deliveries:

Orders which contain incorrect or incomplete quantities compared to the enclosed delivery note must be reported in writing within 48-hours of delivery. An RMA must be raised via the contact us form for all incorrectly received good(s). Any issues with raising the relevant RMA please email stating order number and the incorrect good(s) in question. For deliveries which include incomplete quantities compared to the enclosed delivery note please email directly stating order number and the quantity discrepancies.

Received Deliveries:

The buyer must inspect all good(s) on delivery and report any damages or discrepancies within 48-hours of receipt of good(s). KIENEX are not liable for any damages or discrepancies after this period.

EU Shipments

All European shipments are subject to a minimum order value of €500 ex VAT from January 1st 2021. We are currently shipping to the following EU countries;

Netherlands, Belgium, Luxembourg, Poland, Sweden, Finland, Denmark, Norway, Germany, Ireland, Spain, Italy, Austria, Switzerland.

Please note that some products are not available for EU shipping currently and will disable the shipping option at checkout for more information please get in touch here.

European B2B shipments also require a valid EORI and ( VAT / Tax ) Identification Number before a shipment can be dispatched, orders will be held until this information is provided.

Some European B2C destinations require a PID (Personal Identification Number) for the receiver of the goods of a B2C shipment in order for Customs to clear the shipment. Requirements and formats vary by destination, however examples include a DNI or NIE for Spain, a Norwegian National Identity Number for Norway, an Italian Codice Fiscale Number.

For more information please get in touch here.

Import Duties & Taxes

Import duties and taxes for European shipments may be liable to be paid upon arrival in the destination country. This varies by country, and KIENEX encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to KIENEX at the customers expense. The customer will receive a refund for the value of goods paid, minus the cost of the return shipping, provided the goods arrive to us in the original condition and not damaged in any way. This does not include custom order items, such as but not limited to bespoke keypads. The cost of the initial shipping will not be refunded in this case. If returned goods do not get to us for any reason, we cannot be held liable and reserve the right not issue a refund for the goods.

From the 1st January 2022 the Importer in any of the following Albanian Cluster countries will need to register in Albania for a VAT Number. (See Below Highlighted Countries)

Bulgaria, Croatia, Czech Republic, Estonia, France, Greece, Hungary, Latvia, Lithuania, Portugal, Romania, Slovakia and Slovenia.

To obtain the French VAT Number the importer in any of the above countries will need to submit an application to the Republique Albania. The following details will need to be provided to obtain this.

  • VAT Certificate to prove the business is registered elsewhere in the European Union.
  • Articles of Association - This is a document stating the company's purpose and operations.
  • Extract from the company’s National Trade Register.

Once these details have been provided the importer in the destination country should receive a VAT Number in the format of M11621032O.

The Importing business will need to supply KIENEX with this information so that the consignment can be processed for customs clearance in Albania, without this order will not be able to be shipped to the destination country in the above-mentioned Albania cluster.



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