Returns Process
It is vitally important that any customers looking to return their orders fully read and digest the information below to ensure that the collection and refund process can be completed as smoothly and as quickly as possible
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Customer arranged returns
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- Contact us via email to register your intention to return your order. We will acknowledge this and confirm the refund amount once deductions have been made.
- Kuci Design strongly recommend that any returns are sent via pallet as we will only refund any returns that arrive back in condition to be re sold. Any returns that arrive damage will NOT be refunded
- Please enclose documentation with your name and address, and notify us when we can expect to receive it.
- Once we receive the order back, they will be checked and signed off by the warehouse team
- The refund will be processed within 7 days of the products being returned, via the payment method you originally used. If the order was made over the phone, we will call you to issue the refund as we do not save card details for security reasons
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Exchanging for an alternative product
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- Contact us via email or phone to discuss your exchange and advise what alternative product you would like
- There are two different options that can be taken for exchanging your order.
1. We can arrange for collection of the original order. Once we receive this back we will contact you and take payment for the additional costs (new delivery and original order return charges)
2. A new order can be placed and payment taken. This will then be delivered and the original order collected at the same time. Once we receive it back we will then refund the original order minus the delivery and collection charges
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Returns arranged by Kuci Design
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- Contact us via email to register your intention to return the items. We will acknowledge this, advice of the refund amount due and agree a collection date
- Please note, ALL Kuci Design returns will be made via pallet haulier, therefore the boxes will need to be on a pallet on the agreed day of collection. Also ensure that the boxes are not overhanging the edges of the pallet as this can lead to transit damage.
- If the boxes are not secured to the pallet please notify us so we can make arrangements for the driver to arrive with pallet wrap and secure the boxes
- It's extremely important that you take a picture of the pallet before collection and send this to us via email (info@kucidesign.co.uk).
This is required in the event of the products arriving back to us damaged, so we can prove this occurred during transit, not prior to collection
- Once received back, the order will be checked and signed off by the warehouse team
- The refund will be processed within 7 days of the products being returned, via the payment method you originally used. If the order was made over the phone, we will call you to issue the refund as we do not save card details for security reasons
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Refund deductions
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1. Original delivery costs will not be refunded
2. Any collections charges incurred by Kuci Design will be deducted from the refund.
- You can arrange return yourself but the items must arrive back to us in condition to be resold. We always strongly advise customers to return products via pallet haulier, so they are stationary and secured during transit
3. A restocking charge of 20% will be deducted from the refund
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