Return and Refund Policy

1. Overview

This policy is intended to operate in accordance with applicable UK consumer protection laws and relevant EU consumer legislation.

If a product is found to have a verified manufacturing defect within 30 days of delivery, KAGUYASU will provide an appropriate remedy, which may include repair, replacement, or a full or partial refund, depending on the nature of the issue and applicable consumer protection laws.

For manufacturing defects identified after the initial 30-day period, we will continue to provide appropriate after-sales support under our 1-Year Quality Guarantee, including repair services, replacement parts, or other reasonable remedies where applicable.

2. Return Address

Please do not return any item to the original shipping address shown on the package. To ensure your return is processed correctly, contact our customer support team first and obtain a return authorization and the appropriate return address.

• United Kingdom Warehouse:
  Unit 2, Griffin Park, Desford, Leicester, Leicestershire, LE9 9BZ, United Kingdom
• France Warehouse:
  48 Rue de Vaux, 80080 Amiens, France
• Germany Warehouse:
  Dieselstr. 100, 42489 Wülfrath, Germany

3. Returns Due to Quality Issues

If the responsibility lies with KAGUYASU, we will provide an appropriate remedy, such as a refund, exchange, repair, or replacement parts, in circumstances including:

• The product has a manufacturing defect or serious quality problem.
• A shipping error occurred, such as an incorrect item being sent or components being missing.
  

Important: If your item arrives damaged, please contact us as soon as possible and within 7 days of receipt. While we offer a 1-Year window for internal defects, transport-related damage must be reported quickly to allow us to file insurance claims with carriers.

For minor damage (e.g., small scratches that do not affect function), we may offer a partial refund. Please note that minor cosmetic issues that do not affect the functionality or structural integrity of the product may not qualify for a full return, but may be eligible for a partial refund or replacement parts.

4. Items Not Eligible for Discretionary Returns

In accordance with applicable UK and EU consumer protection regulations, we may decline return requests in the following cases:

• Change of mind: After our 30-day return period has expired. (This 30-day period voluntarily extends beyond, and fully includes, the mandatory 14-day statutory cooling-off period required under UK and EU distance selling law.)
• Customer damage: Damage caused by misuse, neglect, or improper storage after delivery.
• Modified products: Any product that has been modified, altered, or repaired by the customer.
• Assembled/Installed items: Products that have been fully assembled or installed where such assembly was not necessary to inspect the goods, and where this has resulted in a loss of value or rendered the item unsellable.
• Customized/Personalized products: Goods made to your specifications or clearly personalized (e.g., custom-sized conference tables). These are exempt from the right to cancel.
• Clearance/Final Sale: Items explicitly marked as "Final Sale" at the time of purchase.

5. Rejection and Packaging Guide

Missing Items with Intact Packaging: If the external packaging appears undamaged but components are missing, please accept the delivery. Sign for the package, take clear photographs of the shipping labels and packaging, and contact our support team promptly so that we can arrange an appropriate solution.

Damaged Packaging: If the outer packaging shows signs of damage, we encourage you to inspect the contents where reasonably possible because the product inside may still be in good condition. Rejecting a shipment without first contacting us is not recommended, as it may significantly delay the investigation and return process. If the damage is severe or you reject the delivery, notify us promptly and provide photographs and the carrier's delivery details.

6. Compensation and Partial Refunds

For minor issues where you choose to keep the product, we offer the following compensation tiers:

• Minor Damage (e.g., small scratches/dents): 2% - 10% refund of the item price.
• Severe Damage (Usable but compromised functionality): 20% - 30% refund of the item price.
• Replacement: We can provide specific replacement parts free of charge.

7. Order Cancellation Policy

This section applies specifically to bespoke, made-to-order, or custom-configured items. For standard, non-customized products, cancellation before dispatch is free of charge, and cancellations within the mandatory 14-day statutory cooling-off period are handled at no cost to you under Section 8 (Return Costs), in accordance with applicable UK and EU consumer protection law.

We strive to keep our cancellation policy for custom orders fair and transparent. When a custom order is cancelled, we incur actual administrative and operational costs specific to that order. We reserve the right to deduct these costs from your refund as follows:

In accordance with the UK Consumer Contracts Regulations 2013, bespoke items manufactured to your specific configuration are exempt from the statutory 14-day right to cancel once production has commenced.

• Before Production Starts: We will deduct a 15% administrative fee to cover processing costs.
• During Production: If production has commenced, we will deduct a fee (capped at 40%) to cover labor and materials already allocated to your custom order.
• After Dispatch: If the item has left our facility, we will deduct a fee (capped at 70%) to cover outbound and return logistics, handling, and re-routing costs.

Important Note: These deductions are intended solely to recover irrecoverable costs incurred by KAGUYASU. We do not profit from cancellations. In all cases, we will provide an itemized breakdown of these costs upon request.

8. Return Costs

Return Eligibility

To be eligible for a return, the product must:

• Be unused, unassembled, and in its original condition.
• Be returned with all original accessories, hardware, manuals, and packaging.
• Show no signs of installation, modification, misuse, or customer-caused damage.
• Be securely repackaged to help prevent damage during return transit.

Please retain the original packaging until you have decided to keep the product. 

Return Shipping Costs

Quality Issues:
If the return is due to a verified manufacturing defect, shipping error, missing components, or any other seller-related issue, KAGUYASU will arrange an appropriate solution and cover the reasonable return shipping costs where applicable.

Change of Mind / Non-Quality Returns:
You may return an eligible item within our 30-day return period (which fully includes the mandatory 14-day statutory cooling-off period). No restocking fee applies (0%).

As our office furniture is large and heavy, return shipping costs for non-quality-related returns can be substantial. Customers are responsible for these return shipping costs. If required, KAGUYASU can arrange collection through our logistics partners, and the actual shipping cost will be deducted from your final refund.

Return Window

Eligible return requests must be submitted within 30 days of the delivery date. Returns requested after this period will generally not be accepted unless covered by our Warranty Policy or required under applicable consumer protection laws.

Refund Timing and Method

Approved refunds will be processed without undue delay and within 14 days of the applicable statutory trigger. For a change-of-mind return where KAGUYASU has not offered to collect the goods, this is generally the date we receive the returned goods or the date you provide evidence that they were sent back, whichever occurs first. Refunds will be made to the original payment method unless otherwise expressly agreed. Your bank or payment provider may require additional time to post the refund to your account.

9. How to Initiate a Return

1. Contact Us: Email support@kaguyasu.co.uk with your order number, a brief explanation, and clear photographs or video where relevant.
2. Review: Our team will review your request and provide a return authorization along with the appropriate warehouse address.
3. Collection: Please arrange for the return as instructed. We recommend using a tracked service for your protection.
4. Refunds: Once the return is received and inspected, refunds will be processed promptly, typically within 7-14 working days.
   

We encourage customers to contact us directly so that we can investigate and resolve issues promptly. This does not affect your right to seek assistance from your payment provider or exercise any other statutory remedy.