Returns & Refunds Policy

At KEFINO, we take pride in the quality and craftsmanship of our curated collections. We understand that sometimes an item may not be quite right for your space. Our policy is designed to be fair and transparent, in accordance with UK Consumer Rights.

1. Standard Returns (Ready-to-Ship Items)

For our standard, non-customised products (including most furniture, lighting, and accessories), you have a legal right to change your mind.

  • Cooling-off Period: You have 14 days from the date of delivery to notify us of your intent to return an item.

  • Return Window: Once notified, you have a further 14 days to return the item to us.

  • Condition: Items must be returned in their original, unused condition and in the original packaging.

  • Exclusions: This right does not apply to the "Made-to-Order" items listed in Section 2.

2. Made-to-Order & Customised Items

Certain items in our collection are uniquely created or finished for you upon order. This includes:

  • Framed & Unframed Wall Art

  • Selected Made-to-Order Rugs

  • Apparel/Clothing

Policy: In accordance with UK and EU consumer law, these items are exempt from the standard 14-day "cooling-off" period. We do not accept returns or offer refunds for a change of mind, incorrect size/colour choices, or style preferences for these specific categories. Returns for these items are only accepted if the product is faulty or significantly different from the description.

3. Faulty, Damaged, or Incorrect Items

Your satisfaction is our priority. If an item arrives damaged or is not as described, we will make it right.

  • Reporting Damage: Please inspect your order upon receipt. Damage must be reported within 14 days to hello@kefino.com.

  • Required Info: Include your order number, a description of the issue, and clear photographs of the damage or discrepancy.

  • Resolution: For faulty goods, you are entitled to a full refund, repair, or replacement.

    • Within 30 Days: You have a legal right to reject faulty goods for a full refund.

    • Return Shipping: KEFINO will cover the return shipping costs for any item that is confirmed to be damaged, faulty, or incorrectly sent.

4. How to Initiate a Return

  1. Contact Us: Email hello@kefino.com to start the process.

  2. Authorization: Do not send items back without our prior confirmation and return instructions.

  3. Packaging: Ensure the item is securely packaged. For non-faulty returns, the customer is responsible for the return shipping costs and ensuring the item reaches us safely (we recommend a tracked service).

5. Refund Processing

  • Timeline: Once your return is received and inspected, we will process your refund within 10 working days.

  • Payment Method: Refunds are issued to the original payment method used at checkout.

  • Deductions: For standard "change of mind" returns, we reserve the right to reduce the refund amount if the value of the goods has been diminished by unnecessary handling.

 

Specific Provisions by Destination

United Kingdom Your rights are protected under the Consumer Rights Act 2015. For standard goods, you have a 14-day right to cancel. For faulty goods, you have a 30-day right to a refund.

European Union Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal for standard items. As with UK law, made-to-order and personalised goods are exempt from this right.

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