Refund policy
Returns & Refunds Policy
Last Updated: 17 March 2026
1. Our 30-Day Guarantee
We want you to be completely satisfied with your Kerminator. You have 30 days from the date of delivery to request a return. To be eligible, your item must be in the same condition that you received it: unused, unassembled, and in its original, undamaged packaging.
Due to the hazardous nature of insecticide products and UK health and safety regulations, we can only accept returns of unused, factory-sealed cartridges in their original, undamaged packaging.
Exclusions:
For safety, environmental, and legal transport compliance reasons, we cannot accept returns of any cartridge where the security seal has been tampered with or broken. If your Kerminator lance is faulty, please contact us for a technical assessment before attempting to return the unit. Do not post used or leaking chemical cartridges.
2. Exclusive Extended Warranty
We stand behind the quality of the Kerminator. All mechanical components of the Kerminator lance system are covered by an exclusive 18-month manufacturer’s warranty from the date of purchase.
What is covered:
This warranty covers defects in materials or workmanship under normal residential (non-commercial) use. If a mechanical component fails due to a manufacturing fault within the first year, we will repair or replace the part free of charge.
What is not covered:
- Chemical misuse, including the use of third-party, bulk, or decanted insecticide powders
- Consumables such as insecticide cartridges once the seal is broken
- Accidental damage, including drops, impact, unauthorised modifications, or failure to follow instructions
- Normal wear and tear, including degradation of seals or nozzles through use
- This warranty is in addition to, and does not affect, your statutory rights under UK law.
3. Statutory Safety Restrictions (Insecticide Cartridges)
Due to UK health, safety, and dangerous goods transport regulations:
- We can only accept returns of insecticide cartridges if the factory security seal is completely intact
- Once a cartridge seal has been broken or inserted into the Kerminator lance, it is classified as “in-use” and cannot be returned
- We do not accept returns of any equipment that has been filled with third-party or decanted powders; this also voids all warranties
4. How to Start a Return
To initiate a return, please contact our support team at help@kerminator.com.
Authorisation:
Please do not send items back without prior authorisation. Items sent without approval will be rejected for safety reasons.
Shipping Labels and Courier:
If your return is accepted, we will provide a compliant return label and instructions. You must use our authorised courier to ensure the safe transport of hazardous components.
Return Shipping Costs:
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
Returns Location:
All approved returns must be sent to our designated Great Britain returns facility. The address will be provided upon authorisation.
5. Damages, Defects, and “Dead on Arrival”
Please inspect your Kerminator immediately upon arrival.
If the lance is defective or a cartridge appears to be leaking:
- Do not attempt to use the device
- Take a clear photograph of the damage or defect
- If the outer packaging is damaged, include a photograph showing the shipping label and damage
- Email the details to help@kerminator.com
We recommend reporting any issues within 48 hours to help us resolve the issue quickly. However, this does not affect your statutory rights.
Once approved, we will arrange a priority collection and a like-for-like replacement.
6. Refunds
Once your return is received and inspected, we will notify you of the approval status.
Approved refunds:
Refunds are processed to your original payment method.
Original delivery charges:
Original delivery charges are only refunded where required under applicable UK consumer law (for example, where an order is cancelled within the statutory cooling-off period).
Condition of returns:
If a returned item does not meet the eligibility criteria, we may refuse the refund or make a reasonable deduction to reflect any loss in value.
Processing time:
Please allow 5–10 business days for your bank or card provider to process the refund.
7. Statutory Rights
Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
8. Business Information
This policy is issued by Kerminator. For full company and registered address details, please refer to our website or contact us at help@kerminator.com