kin. Terms & Conditions
kin. Furniture & Design Store — Terms & Conditions
Trading entity: Kin Home Ltd ("we", "us", "our").
Please read these terms carefully before placing an order. They tell you who we are, how we provide products, your rights and our rights.
1. These terms
1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether goods or services.
1.2 Why you should read them. Please read these terms carefully before you submit your order. If you think there is a mistake or require any changes, please contact us to discuss.
1.3 Are you a consumer or a business? Some provisions apply differently depending on whether you are a consumer or a business customer. You are a consumer if you are an individual acting wholly or mainly for purposes outside your trade, business, craft or profession.
— Consumer‑only provisions appear labelled “Consumers”.
— Business‑only provisions appear labelled “Businesses”.
1.4 Entire agreement with business customers (Businesses). If you are a business customer, these terms constitute the entire agreement between us. You acknowledge that you have not relied on any statement or representation not set out in these terms and you shall have no claim for innocent or negligent misrepresentation based on any statement in this agreement.
2. Information about us and how to contact us
2.1 Who we are. We are Kin Home Ltd, a company registered in England and Wales. Company registration number: 11127871. Registered office: Unit 2 Stirchley Trading Estate, Hazelwell Road, Birmingham, B30 2PF, United Kingdom. VAT number: 303701059.
2.2 How to contact us. Email: info@kinstore.co.uk
Telephone: [+44 (0)121 295 8866]
Post: Unit 2 Stirchley Trading Estate, Hazelwell Road, Birmingham, B30 2PF.
2.3 How we may contact you. We will contact you by telephone, email or post using the details you provided with your order.
2.4 “Writing” includes emails. References to “writing” or “written” include email.
3. Our contract with you
3.1 Acceptance of your order. Our acceptance occurs when you complete checkout and payment is authorised, at which point a contract comes into existence between you and us.
3.2 If we cannot proceed. If we cannot supply a product, we will inform you and either provide a refund or offer a suitable alternative. Reasons may include stock issues, production constraints, errors in pricing/description, or other circumstances beyond our reasonable control.
3.3 Order number. We will assign an order number and ask that you reference it in all correspondence.
4. Our products
4.1 Variations. Images on our website are illustrative. Although we make every effort to display colours accurately, we cannot guarantee that a device’s display accurately reflects product colour. Handmade products may vary slightly in size, weight, capacity, dimensions and finish.
4.2 Natural materials. Products made from natural materials (e.g., timber, leather, stone) may exhibit natural variations in colour, grain, shade, pattern or patina. Matching items ordered at different times cannot be guaranteed to be identical.
4.3 Glass. Small air bubbles, ripples or minor surface marks can occur due to the manufacturing and annealing process and are not defects.
4.4 Plastics and cast components. Flow lines, slight moulding marks or micro‑bubbles may occur and are not defects.
4.5 Packaging. Packaging may vary from any shown online.
4.6 Your measurements. You are responsible for ensuring products fit the intended space and can be delivered through access points (doors, stairwells, lifts). For made‑to‑order items built to your measurements, you are responsible for accuracy. Please contact us for guidance before ordering if unsure.
5. Your right to request changes
If you wish to change your order, please contact us promptly. We will confirm if the change is possible and advise of any impact on price, lead‑time or delivery. Changes to made‑to‑order items may not be possible once production has begun.
6. Our rights to make changes
6.1 Minor changes. We may make changes to reflect changes in laws/regulatory requirements or to implement minor technical adjustments (for example, to address safety or quality improvements).
6.2 Significant changes. If we need to make more material changes (for example, a meaningful specification revision or a change to expected delivery timing) we will notify you and discuss available options, including cancellation and refund where appropriate. Please note that we cannot offer cancellations or refunds on made-to-order, customised or bespoke items due to extended production or delivery timing.
7. Providing the products
7.1 Delivery costs. Delivery charges are shown at checkout and may change periodically. If we change a charge after your order and this materially affects you, you may cancel within 14 days of our notice.
7.2 Estimated timing. After checkout we will provide an estimated dispatch or delivery window. Lead‑times for made‑to‑order items are in addition to courier/transporter transit times.
7.3 Delays outside our control. If supply is delayed by an event outside our control (including manufacturer delays, customs processes or transport disruptions) we will inform you as soon as reasonably possible. If there is a risk of substantial delay you may end the contract and receive a refund for undelivered items. Please note that we cannot offer cancellations or refunds on made-to-order, customised or bespoke items due to extended production or delivery timing.
7.4 Collection. If you choose collection, we will notify you when items are ready. Collections are during our working hours on weekdays (excluding public holidays).
7.5 Failed Deliveries. If you are not at home at the time of delivery and the items cannot be left safely, our delivery partner will leave instructions or contact you to rearrange delivery, or advise if collection from a local depot is available. Please note that failed furniture deliveries carried out by Furdeco will be charged at the actual cost incurred.
7.6 Failure to rearrange. If you fail to rearrange or collect, we may charge reasonable storage and redelivery costs. If we cannot contact you, we may end the contract (see clause 11.2).
7.7 When responsibility passes. Goods are your responsibility from delivery to the address you provided, or when you (or a carrier arranged by you) collect them. This includes instructions to leave items in a nominated safe place or with a neighbour.
7.8 When you own goods. Ownership passes when we receive payment in full.
7.9 Information we need from you. We may need additional information (for example, contact details for scheduling, access restrictions, lift measurements). If you do not provide required information within a reasonable time, we may suspend or cancel your order and charge reasonable costs incurred.
7.10 Suspending supply. We may suspend supply to address technical issues, reflect legal requirements, implement requested changes, or where a manufacturer discontinues a product. We will contact you where possible in advance.
7.11 Your rights if we suspend. If suspension lasts more than 14 days you may end the contract for affected items and receive a refund for undelivered goods.
7.12 Non‑payment. If you do not pay when due and fail to pay within 7 days of our reminder, we may suspend supply until payment is received (without charging for the suspended period) and charge interest (see clause 15.7).
8. Delivery services
8.1 Delivery methods. Your order confirmation will state your chosen delivery method. Unless stated as “in stock”, production/lead‑time is additional to transit time. Charges are calculated by volume, weight and destination.
8.2 Insurance. UK and international deliveries are covered by goods‑in‑transit insurance.
8.3 Multiple items. Where possible, multi‑item orders ship together after all items arrive at our warehouse and pass checks. Split shipments may be available on request and may incur additional charges.
8.4 Place of delivery. We deliver to residential or business addresses (no hotels or PO Boxes).
8.5 Sharing contact details. Your contact details are provided to our delivery partners and may be displayed on shipping labels to assist with delivery.
8.6 Standard UK delivery. Standard delivery is to the door at ground‑floor entrance (or building entrance for flats/apartments).
(a) Couriers. We typically use reputable parcel carriers for small/medium items (e.g., Royal Mail/UPS or equivalent). Tracking is provided.
(b) Unpacking/assembly. Not included.
(c) Bulky/fragile items. Larger items will be delivered by a two‑person service (e.g., Furdeco or equivalent). The carrier will contact you to arrange a delivery window. You must provide accurate directions for new builds or hard‑to‑find addresses. Missed appointments or access failures will incur a failed‑delivery charge at the actual cost. Please unpack and inspect items immediately and report any issues promptly with photos.
8.7 Premium services (UK). On request and where available, a room‑of‑choice service may include placement, light assembly and packaging removal. Electrical fitting, drilling, wall‑fixing and lighting installation are excluded. Items over 85 kg may be delivered to ground floor only unless agreed in advance.
8.8 International delivery. Small in‑stock items usually arrive in 2–9 working days via courier once dispatched. Oversized/fragile items ship via road freight (mainland Europe typically 2–3 weeks) or sea/air freight (rest of world typically 4–6 weeks) after dispatch. Production lead‑times are additional. Installation is not available internationally. Deliveries are kerbside; assistance may be required to unload larger items. In some territories, delivery may be to port only, with onward transport arranged by you.
8.9 International charges, duties and taxes. International deliveries exclude local customs clearance fees, duties, taxes, road taxes or quarantine/fumigation fees. These are payable by you and failure to pay may cause delays, storage charges or return of goods. From 1 January 2021, orders travelling outside the UK are typically subject to local VAT on import in addition to any duties. You are responsible for confirming applicable rates/rules with your local customs authority. Export documentation may add 5–10 working days to dispatch. Unless otherwise agreed, shipments are made under Incoterms® 2020 – DAP (Delivered At Place).
8.10 Access. You must check that items fit through all access points and into the intended space. We are not responsible for undeliverable items due to insufficient access. Storage and redelivery charges may apply.
9. Your rights to end the contract
9.1 Overview. Your rights depend on what you purchased, whether there is a problem, when you decide to end the contract and whether you are a consumer or a business.
(a) Faulty/misdescribed products. You may have a legal right to a repair, replacement, repeat performance or refund (see clauses 13–14).
(b) Because of something we have done/will do. See clause 9.2.
(c) Change of mind (Consumers). See clauses 9.3–9.5.
(d) All other cases. See clause 9.6.
9.2 Ending because of our actions. You may end the contract immediately and be refunded for undelivered items if: (a) we notify you of material changes you do not accept; (b) there is a pricing/description error you do not accept; (c) we suspend supply for technical reasons for more than 14 days; or (d) we otherwise materially breach the contract.
9.3 Consumer right to change your mind (Consumer Contracts Regulations 2013). For most online purchases, consumers have 14 days from delivery to cancel. Deductions may apply and you pay return costs unless we are at fault (see 10.4). This right does not apply to made‑to‑order, bespoke or customised items and certain other categories (see 9.4).
9.4 No right to change your mind (Consumers). You cannot cancel: (a) customised/made‑to‑order products; (b) sealed goods for health/hygiene once unsealed; (c) goods that become inseparably mixed after delivery; (d) goods returned without original packaging or that are not resaleable.
9.5 Time to change your mind (Consumers). For goods, you have 14 days after the day you (or a nominee) receive the goods; if items are delivered in instalments, 14 days from the last delivery.
9.6 Where we are not at fault and you have no statutory right. You may request to cancel. We may agree at our discretion and may charge a reasonable cancellation/restocking fee and any costs we incur. Made‑to‑order items generally cannot be cancelled once production has begun.
10. How to end the contract with us
10.1 Tell us. Email info@kinstore.co.uk or write to Unit 2, Stirchley Trading Estate, Hazelwell Road, Birmingham, B30 2PF with your name, address, order number, and details of the items.
10.2 Returns. If goods have been dispatched or received, you must return them to us or make them available for collection. See our returns, refunds and cancellations page here. For consumers exercising the right to cancel, items must be unused, in original packaging and resaleable. Please include your order reference.
10.3 Your chosen courier. You are responsible for ensuring your chosen service accepts all enclosed materials (for example, some carriers restrict batteries, aerosols or bulbs). Packages destroyed due to prohibited contents are at your risk.
10.4 When we pay return costs. We pay return costs if goods are damaged, faulty or misdescribed on arrival, or where you cancel due to our notified change/error or other legal right. In all other cases (including consumer change‑of‑mind) you pay return costs.
10.5 Collection charges. If we arrange collection where you are liable for return costs, we will charge the actual cost to us.
10.6 Refunds. If you are entitled to a refund we will refund the price paid for the goods including the least expensive delivery method offered, less any deductions described below, using your original payment method where possible or by BACS.
10.7 Deductions (Consumers). We may reduce the refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. If a refund is issued before inspection and we later find unacceptable handling, you must pay the appropriate amount. Delivery refunds are capped at the standard method cost.
10.8 Timing. For consumer cancellations, we will refund within 14 days of receiving the returned goods (or receiving evidence of posting). In other cases, refunds are made within 14 days of confirming eligibility.
11. Our rights to end the contract
11.1 We may end the contract if you breach it, for example if: (a) you fail to pay when due and do not pay within 7 days of a reminder; (b) you do not provide necessary information within a reasonable time; (c) you do not allow delivery or collection within a reasonable time; (d) you deny access for agreed services; or (e) you are abusive to staff.
11.2 Compensation. If we end the contract for your breach, we will refund any prepayments for undelivered goods but may deduct reasonable costs and losses arising from the breach.
11.3 Withdrawal of products. We may stop providing a product. We will notify you as soon as reasonably practicable and refund any prepayments for undelivered items.
11.4 Pricing errors. We may end the contract where the price is obviously incorrect (see clause 15.4).
12. If there is a problem
Please contact us if you have questions or complaints: info@kinstore.co.uk or [+44 (0)121 295 8866]. If you visited us in person, you may speak to a member of staff.
13. Your rights in respect of defective products (Consumers)
13.1 We are under a legal duty to supply goods that conform with the contract. Your key legal rights under the Consumer Rights Act 2015 include: up to 30 days for a refund on faulty goods; up to 6 months for repair/replacement or refund if repair/replacement is unsuccessful; up to 2 years for goods that do not last a reasonable length of time. These rights are subject to conditions and exceptions. See also your cancellation rights at clause 9.3.
13.2 Returning rejected products. If you exercise your legal right to reject, we will cover reasonable return or collection costs. Please contact us for a label or collection arrangement.
13.3 EU consumers. If you reside in an EU member state, you benefit from any mandatory consumer protections in your country of residence.
14. Your rights in respect of defective products (Businesses)
14.1 Warranty. We warrant that on delivery and for 6 months thereafter, goods will (a) conform in all material respects to their description/specification; and (b) be free from material defects in design, material and workmanship. Light scratches, blemishes and subtle colour variances are not “material defects”. The warranty excludes damage from accident, misuse, neglect, abnormal conditions, improper installation, unauthorised modification/repair, or ordinary wear and tear.
14.2 Remedies. Subject to 14.3, if within the warranty period you notify us in writing within a reasonable time of discovery, allow inspection, and return the product at our cost, we will at our option repair, replace, or refund the price in full.
14.3 Exclusions. We are not liable if: (a) you continue to use the product after notifying us; (b) the defect arises from failure to follow our or the manufacturer’s instructions or good trade practice; (c) the defect results from our following your drawing/design/specification; (d) you alter or repair without consent; or (e) the defect arises from fair wear and tear, wilful damage or negligence.
14.4 Limitation. Except as provided in this clause, we have no liability for failure to comply with the warranty. These terms apply to repaired/replacement goods supplied.
15. Price and payment
15.1 Prices. The price (including VAT where applicable) is as shown on our website at the time of ordering. VAT is removed at checkout for deliveries to certain non‑UK destinations where appropriate. We take reasonable care to ensure prices are correct.
15.2 Trade pricing. Where we provide trade access, prices are shown ex‑VAT. VAT (if applicable) is added at checkout.
15.3 VAT changes. If VAT rates change between order and supply, we will adjust pricing unless you have already paid in full.
15.4 Pricing errors. If the correct price is lower, we will charge the lower price. If higher, we will contact you for instructions. If a price is obviously incorrect and reasonably recognisable as such, we may cancel and refund any sums paid, and recover goods if already supplied.
15.5 When and how to pay. You must pay for goods at the time of order and before dispatch. We accept major credit/debit cards and other methods shown at checkout. Card payments are processed securely by our payment providers.
15.6 Set‑off (Businesses). Business customers must pay all amounts without set‑off, counterclaim, deduction or withholding (save as required by law).
15.7 Interest on late payment. We may charge interest at 2% per annum above NatWest Bank base rate, accruing daily from due date until payment.
15.8 If you think an invoice is wrong. Please contact us promptly. We will suspend interest on the disputed amount while we investigate. If the invoice is correct, interest applies from the original due date.
16. Our responsibility to consumers
16.1 Foreseeable loss only. We are responsible for foreseeable loss or damage caused by our breach or negligence. We are not responsible for loss that is not foreseeable.
16.2 We do not exclude liability where unlawful. Nothing limits or excludes liability for death/personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of your legal rights in relation to the products; or defective products under the Consumer Protection Act 1987.
16.3 Damage to property during services. If we provide services at your property, we will make good any damage we cause. We are not responsible for pre‑existing faults or damage.
16.4 No business losses. We supply goods to consumers for domestic use only. If you use goods for commercial purposes, our business liability terms apply (see clause 17).
17. Our responsibility to businesses
17.1 Non‑excludable liability. Nothing in these terms limits liability for: (a) death/personal injury caused by negligence; (b) fraud; (c) title under s.12 Sale of Goods Act 1979 or s.2 Supply of Goods and Services Act 1982; (d) defective products under the Consumer Protection Act 1987; or (e) any matter where liability cannot lawfully be excluded.
17.2 Excluded implied terms. To the fullest extent permitted by law, all terms implied by ss.13–15 Sale of Goods Act 1979 and ss.3–5 Supply of Goods and Services Act 1982 are excluded.
17.3 Limitation. Subject to 17.1: (a) we shall not be liable for loss of profit, loss of sales, loss of goodwill or any indirect/consequential loss; and (b) our total liability shall be limited to the price paid for the products under the relevant contract.
18. How we use your personal information
18.1 Use of data. We use your personal information to supply products, arrange delivery (sharing necessary details with delivery partners), process payments and, if you consent, send information about similar products. You may opt out at any time.
18.2 Sharing. We only share personal data where permitted or required by law, or as necessary to fulfil your order. See our Privacy Policy for details.
19. Other important terms
19.1 Transfer by us. We may transfer our rights and obligations under these terms to another organisation. We will notify you if this happens.
19.2 Transfer by you. You may transfer your rights or obligations only with our prior written consent.
19.3 No third‑party rights. No one other than you and us has rights under this contract.
19.4 Severance. If a court finds part of this contract unlawful, the remainder continues in force.
19.5 Delay in enforcement. If we delay enforcing any term, we may still enforce it later.
19.6 Governing law and jurisdiction (UK & EU consumers). These terms are governed by English law. UK consumers may bring proceedings in the English courts. EU‑resident consumers benefit from any mandatory protections of their country of residence and may bring proceedings there or in England and Wales.
19.7 Governing law and jurisdiction (non‑UK/EU consumers). These terms are governed by English law and proceedings must be brought in the courts of England and Wales.
19.8 Businesses. For business customers, these terms and any dispute are governed by the law of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.
20. Gift Cards
20.1 Redemption. Kin Gift Cards are redeemable online at kinstore.co.uk (and, where stated, in‑store).
20.2 Validity. Gift Cards are valid for 24 months from purchase. Unused balances expire thereafter.
20.3 No cash redemption. Gift Cards cannot be exchanged for cash.
20.4 Fraud prevention. We may decline cards suspected of duplication or fraud.
20.5 Partial use. Where a purchase is less than the card value, the remaining balance stays on your account until expiry.
20.6 Refunds to Gift Cards. Where you return goods purchased using a Gift Card, refunds will be made to a Gift Card.
20.7 Changes. We may amend Gift Card terms where reasonable and necessary.
21. Outlet, Ex‑display & End-of-line/Clearance
21.1 What’s included. Our Outlet may include end‑of‑line, stock clearance and ex‑display items and products with minor cosmetic marks. Any known marks/defects will be described and/or photographed to the best of our ability.
21.2 Ex‑display. Ex‑display items are sold as described and are non‑returnable and non‑exchangeable unless faulty.
21.3 End‑of‑line/Clearance. These items cannot be returned or exchanged. If a product is faulty, a refund will be provided in accordance with clause 13.
21.4 Changes. We may amend Outlet terms where reasonable and necessary.
22. Made‑to‑Order & Custom Items (Important)
22.1 Production. Many furniture and lighting items are made‑to‑order to your chosen specification (size, finish, upholstery, configuration). Production begins after order confirmation.
22.2 Cancellations. Once production has started, cancellations or changes are generally not possible. Where a change is exceptionally agreed, associated costs and revised lead‑times will apply.
22.3 Returns. Made‑to‑order/custom items are not eligible for change‑of‑mind returns (see clause 9.4). Your statutory rights regarding faults remain unaffected.
22.4 Tolerances. Reasonable manufacturing tolerances apply to dimensions, colour/finish and fabric/leather dye lots.
23. Damage, shortages & installation notes
23.1 On delivery. Please inspect products as soon as reasonably possible and report any visible damage or shortages immediately with photographs and your order number.
23.2 Lighting & electrical. We do not provide electrical installation. Fitting must be carried out by a qualified professional in accordance with local regulations.
23.3 Wall mounting & fixing. Unless expressly included, wall/ceiling fixing, drilling and hanging are excluded from delivery services. Ensure walls/ceilings/substrates are suitable and use correct fixings.
24. Contact & complaints
If you need help with your order, returns or a complaint, please contact info@kinstore.co.uk or write to Customer Support, Kin Home Ltd, Unit 2, Stirchley Trading Estate, Hazelwell Road, Birmingham, B30 2PF. We will acknowledge and respond as soon as reasonably practicable.