Return Policy

This Return policy sets out in detail the terms under which Khunryoneth ("we", "us", "our") accepts returns and offers refunds or other remedies in relation to our custom furniture manufacturing, furniture restoration, and furniture assembly and repair services. We operate from Unit 5, Lopen Rd, London N18 1PU, United Kingdom, and this policy applies to orders and services provided within the United Kingdom. It should be read together with our Terms of Use. Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable law.

Scope of This Policy

This policy covers: (a) custom-made or bespoke furniture supplied by us; (b) restoration and repair services we perform on your own items; and (c) assembly services we provide for furniture you have purchased elsewhere (such as flat-pack items). The rules that apply depend on the type of goods or services and on whether you are acting as a consumer or in the course of a business. Where you are a consumer, your statutory rights cannot be excluded or limited by this policy. Where you are a business customer, different terms may apply as agreed in your order or contract.

Custom-Made Furniture

Because custom furniture is made to your specifications, dimensions and design choices, it is tailored to you and is not typically suitable for resale. Under the Consumer Contracts Regulations 2013, the right to cancel a distance or off-premises contract for bespoke or customised goods does not apply once we have begun manufacturing your order with your agreement. We will confirm the order and any deposit or payment schedule before work begins. If you wish to cancel before work has started we will refund any deposit already paid, minus any reasonable costs we have already incurred (for example design time, drawings, or materials already ordered or cut to your specifications). Once work has started, cancellation may result in charges for work completed and materials used or committed; we will inform you of any such charges and aim to agree a fair outcome. If the finished furniture is faulty or does not conform to the agreed specification we will remedy the situation in line with your statutory rights under the Consumer Rights Act 2015, including repair, replacement or refund as appropriate (see section on Faulty Goods or Work below). We do not accept returns or offer refunds simply because you have changed your mind about custom-made items after work has commenced or after delivery, except where the law requires otherwise.

Restoration and Repair Services

Restoration and repair work is carried out on your own items. We will provide an estimate and seek your approval before undertaking work. If you cancel before we have started work we will refund any advance payment in full. If work has already begun we may charge for the work done and any materials used; we will inform you of any such charges and will not exceed the original estimate without your approval for the additional work. If you are dissatisfied with the quality of our restoration or repair work you must notify us promptly (and in any event within a reasonable time, typically within 14 days of collection or delivery) and we will inspect the item. Where the work does not meet the agreed standard or was not carried out with reasonable skill and care we will rectify it at no extra cost where possible. Where rectification is not feasible (for example where the piece has been altered or damaged after leaving our care) we may offer a partial refund as appropriate. We do not accept liability for pre-existing damage or conditions that were not disclosed to us or that become apparent only during the work, nor for any inherent limitations of the item (for example timber that is unstable or previously repaired). Any claim in respect of our work should be made within a reasonable time; we may need to inspect the item and we reserve the right to obtain a second opinion where appropriate.

Assembly Services

Where we provide assembly services for furniture that you have purchased (for example flat-pack items), we will perform the assembly with reasonable skill and care in accordance with the manufacturer instructions where provided. If you are not satisfied with the assembly you should contact us within a reasonable time (typically within 7 days of completion). We will inspect the work and, where the assembly is defective due to our workmanship, we will correct it at no extra charge. We are not responsible for defects in the furniture itself or for missing or incorrect parts supplied by the manufacturer; in such cases you should contact the retailer or manufacturer. Refunds for assembly services may be considered where we are unable to complete the work to a satisfactory standard and where the fault is attributable to us (for example where we have assembled incorrectly despite correct parts and instructions). We will not refund the full cost of assembly where the failure is due to defective or missing manufacturer parts or unclear instructions. If we have started assembly and discover that parts are missing or defective we may charge for time spent up to that point.

Faulty Goods or Work: Your Statutory Rights

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. Digital content must be of satisfactory quality, fit for purpose and as described. Services we supply must be performed with reasonable skill and care. If custom furniture we supply is faulty you are entitled to a repair or replacement where appropriate; if repair or replacement is not possible or is not carried out within a reasonable time, you may be entitled to a price reduction or a full or partial refund. If our restoration, repair or assembly work is not carried out with reasonable skill and care you are entitled to have the work redone at no cost, or to a price reduction or refund. You must give us a reasonable opportunity to remedy the situation before pursuing other options (for example rejecting the goods or claiming a refund). Any claim should be made within a reasonable time. We may need to inspect the item or revisit the work before agreeing a remedy. If you are a consumer, these rights are in addition to any rights set out elsewhere in this policy and cannot be excluded. For business customers, our liability is subject to our Terms of Use.

Delivery and Collection

Where we deliver custom furniture or return restored or repaired items to you, we will arrange delivery in line with our agreed terms. You must ensure that someone is available to accept delivery at the agreed time; if you are not available after reasonable notice we may charge for storage and redelivery. If you refuse delivery without a valid reason (for example the goods are faulty or not as agreed), we will work with you to resolve the issue; if the refusal is not justified we may charge for redelivery or storage. Where you have arranged to collect an item from our premises, you must collect it within the agreed period (typically within 30 days of our notification that the work is complete). We may charge storage fees for items left with us beyond that period; we will give you reasonable notice before disposing of uncollected items in accordance with our Terms of Use. Title and risk in goods pass to you on delivery or collection as set out in our terms of sale. You should inspect goods on delivery or collection and notify us of any obvious damage or shortage within a reasonable time (typically within 48 hours).

Refund Process

Where a refund is agreed we will process it using the same method you used to pay (for example bank transfer or card refund), unless otherwise agreed. Refunds will be made within 14 days of our agreement to refund, or within 14 days of our receiving returned goods where return is required. We may deduct from the refund any reasonable reduction in value if goods have been used or handled beyond what is necessary to establish their nature and condition. For custom furniture that is returned (where applicable under the law), we may deduct costs of return delivery and any restocking or handling costs as permitted by law. If you paid by card, the refund may take a few additional days to appear on your statement depending on your card issuer. We will not charge you any fee for processing a refund that we have agreed to make.

Return Delivery and Costs

Where you are returning goods to us (for example because they are faulty or not as described), you may be responsible for the cost of return delivery unless we have agreed otherwise or the law requires us to bear the cost. We will inform you of the process for returning items (including any reference number or label required). You should use a trackable method and keep proof of posting. We are not responsible for items lost in transit until they reach our premises. For large or heavy items we may arrange collection at your expense or at a shared cost depending on the reason for return.

Exceptions: When We Do Not Offer Refunds or Returns

We do not offer refunds or returns in the following circumstances: (a) where you have changed your mind about custom-made items after work has started or after delivery, except where the law gives you a right to cancel; (b) where the item or service has been used in a way that goes beyond normal use, or where damage has been caused by you or a third party after delivery; (c) where the item has been altered, repaired or modified by anyone other than us after delivery; (d) where you have not given us a reasonable opportunity to remedy a fault; or (e) where the claim is made an unreasonable time after delivery or completion. This list is not exhaustive. This policy does not affect your statutory rights as a consumer in the United Kingdom; where the law gives you a right to a remedy we will comply.

Complaints and Dispute Resolution

If you are not satisfied with our goods or services we encourage you to contact us as soon as possible so that we can try to resolve the issue. You can reach us via our contact page. We will acknowledge your complaint promptly and will respond substantively within a reasonable time (typically within 14 days). We may need to inspect the item or discuss the matter with you by phone or in person. If we cannot resolve the matter and you are a consumer, you may have the right to refer the dispute to an alternative dispute resolution scheme or to the courts. If you are a business customer, our Terms of Use govern the resolution of disputes.

Changes to This Policy

We may update this Return policy from time to time. The current version will always be available on this page. For existing orders, the policy in force at the time of order will apply unless we agree otherwise. We encourage you to review this policy periodically.

Contact

For any questions about returns, refunds or this policy please contact us via our contact page. We will respond as soon as possible and work with you to resolve any issue fairly and in accordance with your legal rights.