Return and Refund Policy (UK & EU)

1. Overview & Statutory Rights

Our policy is designed to fully comply with the UK Consumer Rights Act 2015 and EU Consumer Law. For any goods with a major inherent manufacturing failure within the first 30 days, you are entitled to a full refund or replacement. For minor issues or defects discovered later, we will provide a repair service, part replacement, or a partial refund within a reasonable timeframe.

2. Order Cancellation Policy

To ensure fairness and compliance, our cancellation policy depends strictly on the type of product you have ordered:

• Standard / Stock Items: You have the right to cancel your order at any time before dispatch, or within 14 days of delivery, for a full refund (no cancellation fees apply).
• Bespoke / Custom-Made Items: You have a 24-hour grace period from the time of order placement to cancel or modify your order free of charge.
• Late Cancellations for Bespoke Items: If you request to cancel a custom order after 24 hours (once materials have been cut and production has started), your cancellation will be subject to a 30% manufacturing fee to cover unrecoverable material and labor costs. Once a bespoke item has shipped, the order cannot be cancelled.

3. Returns Due to Damage or Quality Issues

If the responsibility lies with KAGUYASU, we will provide a refund, exchange, or replacement parts. We perform rigorous quality control before dispatch, but transit damage can occasionally occur.

• Visible Transit Damage: If the outer packaging arrives severely damaged, please sign for the delivery as "DAMAGED" with the courier or reject the delivery completely.
• Internal Damage Reporting Window: Any transit damage, missing parts, or cosmetic defects must be reported to our support team with photographic/video evidence within 48 hours of delivery. This strict window is required for us to file valid insurance claims with our freight carriers.

4. Remorse Returns & Return Shipping Costs

For eligible standard (non-bespoke) items, if you change your mind within the 14-day cooling-off period:

• Return Shipping Costs: The customer is solely responsible for arranging and paying the return shipping costs.
• Freight Requirement: Due to the size and weight of our large-scale furniture, standard postal services cannot be used. You must employ a professional, tracked freight or pallet delivery service.

5. Disassembly & Packaging Responsibilities

To qualify for a refund on eligible returns, goods must be returned to us in a pristine, resalable condition.

• Original Packaging: Items must be returned in their original packaging. The specific packaging protects large components; failure to use it heavily risks transit damage during the return trip.
• Disassembly: If the item has been assembled, it must be completely and carefully disassembled prior to shipping.
• Diminished Value Deductions: Under UK/EU law, we reserve the right to deduct a proportionate amount from your refund (up to 100%) if the value of the goods has been diminished due to unnecessary handling, scratches from improper disassembly, or inadequate return packaging.

6. Compensation and Partial Refunds

For minor cosmetic issues where you choose to keep the product instead of returning it, we may offer commercial compensation:

• Minor Damage (Scratches/Dents): 2% - 10% refund of the item price.
• Severe Damage (Usable but compromised): 20% - 30% refund of the item price.
• Replacement Parts: We can provide specific replacement hardware or panels free of charge.

7. How to Initiate a Return & Refund Processing

1. Contact us at Support@kaguyasu.eu with your order number, reason for return, and clear photos if applicable.
2. Our team will review your request. If approved, we will provide a Return Authorization (RA) and the correct regional warehouse address.
3. Arrange for return shipping as instructed. Do not return items without an RA, as they may be rejected by the warehouse.
4. Refund Timeline: Once the return is received and inspected at our facility, refunds will be processed within 14 days to your original method of payment.

Notice: Please contact us directly to resolve any issues. Initiating an unwarranted chargeback with your bank can delay the resolution process by up to 90 days.