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Returns & Refunds

To ensure peace of mind for all our customers, online orders at Kontenta are covered under a 30 day extended money back guarantee. The returns promise is offered on thousands of products throughout our site, so if you decide that it's just not right once you receive the item, you may return for an exchange or refund. This guarantee is subject to the terms and conditions set below.

What if I change my mind?

No problem, send your item(s) back within 30 days and we'll happily issue an exchange or refund. Simply email customerservices@kontenta.co.uk before hand to notify us of the return, please quote your name, order number and a reason for return. The costs of returns for unwanted goods are the your responsibility, Kontenta will not be held responsible for lost/damaged returned goods, therefore it is highly recommended that insurance is taken with the courier. If collection is required, please email us for a price. Even though your order will be placed with free delivery, the original cost for Kontenta to deliver the product to you will be deducted from the refund, as these are direct costs.

For all Kartell exchanges it is a must that you return the item both in the original Kartell box provided and with the red quality control slip found either in the box or stapled to the instruction manual. If you no longer have these in your possession we cannot issue an exchange.

What if my item arrives damaged?

In the very unlikely occasion that your item arrives damaged, we will happily issue you an exchange, refund or repair (where possible). Rest assured, we used very reliable couriers with exceptional records of delivering items safely, in a timely fashion. All items are thoroughly checked before dispatch, therefore it is your responsibility to check the product once you have received delivery, faults must be reported to customerservices@kontenta.co.uk within 48 hours of receiving the delivery with images of the damages. Items that are taken to a room of choice and unpacked must be inspected upon delivery and any visible damages must be noted on the POD or the signee must refuse the delivery. Kontenta or the home delivery company can not be held liable for any damages not noted on the POD. Kontenta will arrange collection of damaged goods pending the outcome of the investigation. 

Please note: the customer must ensure that the correct measurements have been noted before purchasing, if for whatever reason the delivery company cannot deliver into the customers home, then it becomes the customers responsibility to move the items inside as the delivery company and us (Kontenta) are not liable for damages. 

What if I receive the wrong item?

Simply email customerservices@kontenta.co.uk with your order number, images of the box labels and we'll arrange a speedy exchange for you.

Requirements

To be eligible for a refund, you must ensure the product(s) are returned back to us in the same condition you received them, brand new and unused inside the original packaging and sufficiently packed to survive the return journey. If we find that the item is soiled or has been fitted or assembled, Kontenta reserves the right to refuse a return or only offer a partial refund.

For all Kartell items, it is vital that you keep the red quality control slip which is usually stapled to the instructions booklet. These are located either in the box or attached to the item

When will my refund be processed?

Providing the item(s) have be returned in 'as new' condition in the original packaging, the refund will be processed within 5-7 working days. The funds will be returned to the same payment method you used for the original transaction, you will receive a notification once the refund has been authorised.

Non returnable goods

We try to make our returns as simple as possible, although for Made-to-order items, we are unable to offer any refunds, exchanges or order amendments after placing the order. Please check on the product page if the item is labelled made-to-order. We apologise for any inconvenience this may cause, but rest assured, your item will be expertly crafted from the finest materials.

Returns address and contact details:

Kontenta - 501 Bradford Road, Unit V2, Carlinghow Mills, Batley, West Yorkshire, WF17 8LL

Email: customerservices@kontenta.co.uk

Telephone: 01924 565 122 (UK)

 

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