Refund policy
The types of products Kuvr.co sell fall in to one of two categories:
- Stock items: these are standard 'off the shelf' items that are kept in stock at all times.
- Custom items: these are products that are made specially to a customer's size and specification.
Our returns policy is slightly different for these two different categories of product. For clarity, we have listed these policies separately below.
Stock items:
Cancellations:You can cancel your order up until the point at which it is despatched. Make a note of your order number and contact us as soon as possible. Orders are treated as high priority and can frequently be dispatched within 1 hour of being received.
If you'd like to cancel your order after it has been despatched then please follow the returns process below.
Returns:
- (1) No fault returns: We allow customers up to 30 working days to return an order. Items must be returned to us in their original condition and original packaging. You are responsible for the return of goods; this includes the cost of delivery and packaging which is a direct cost and cannot be refunded unless the return is a consequence of our own error.
- (2) Return of faulty goods: If a product should fail within 7 days of receipt (or within the product's advertised warranty period) then you may return the item for a full refund or replacement providing that (a) the product is in otherwise "as new" condition with no signs of misuse, (b) the product is complete with any accessories, original box, packaging and, if applicable, the instruction manual. In the case of the return of faulty goods, we will either arrange for the collection of your goods or will reimburse you for any return postage charges as long as they are agreed beforehand.
- (3) Items that are damaged on arrival: If a product arrives damaged then you may return the item for a full refund or replacement providing that (a) the product is in otherwise "as new" condition with no signs of misuse, (b) the product is complete with any accessories, original box, packaging and, if applicable, the instruction manual, (c) you contact us within 3 working days of receiving your delivery. Failure to follow any of the above guidelines may invalidate your claim.
- (4) Incorrect or missing items: We are only human and unfortunately mistakes do occasionally happen. If an order arrives that is incorrect or missing items then please contact us within 3 working days of receiving your delivery and we will endeavour to resolve the problem. Failure to contact us within 3 working days may invalidate your claim.
Refunds:
Upon receiving returned goods a full refund will be issued providing that:
- in the case of a 'no fault' return, the goods are returned in their original condition and original packaging.
- in the case of a 'faulty goods' return, the goods, when tested, are proven to be faulty.
- in the case of a 'damaged on arrival' return, the goods are returned in otherwise "as new" condition with no signs of misuse.
Custom items:
For custom items that are manufactured specially for you, there are a couple of amendments to the above policy:Cancellations:
You can cancel your order up until the point at which it goes into the factory for production. However, once production has commenced, we cannot cancel your order.
Returns:
We do not accept the return of custom items that have been made specially for you unless they are deemed faulty, supplied to the incorrect specification, or damaged on arrival. For these exceptions, returns fall under our standard policy above.
A note about tolerances on custom sized products:
We manufacture to a tolerance of 50mm (2in). This is because some of the fabrics we use for manufacturing can shrink and expand in different temperatures. If the overall measurement of a custom sized product falls within this tolerance we will not accept the return on the basis that it has been supplied to the incorrect specification.
Please get in touch if you have any questions regarding any of the above.