We hope you’re happy with your purchase, but if you’d like to return an item (either because you’ve changed your mind or due to an issue with the product) we’ll try to make the process as straightforward as possible.

Changed your mind? For eligible items, you can request a return within 30 days of delivery.

Statutory note: UK law gives consumers a minimum 14-day right to cancel most online orders — our 30-day returns policy is more generous.

Returns policy (eligible items)

You can return an item for a refund if:

1. You notify us within 30 days of delivery that you would like to return the item.
2. The item is unused (beyond what’s necessary to inspect it).
3. The item is returned in the condition you received it in, with all parts, fixings, accessories, manuals and inserts. Items that require assembly should be returned unassembled and should not have been damaged during assembly.
4. The item is returned in its original packaging/gift box, which must be undamaged and suitable for transit. If your order arrived in a larger box with extra loose fill packaging, we strongly recommend keeping this for a potential return.

Once you’ve notified us, you must send the item(s) back to us within 14 days.

How to register your return

The easiest way to request a return is via your customer account:

1. Log in to your customer account here using the email address used at checkout
2. Enter the 6-digit security code sent to your email
3. Select “Request return” against the relevant order

Alternatively, you can email us at info@kinstore.co.uk with your full name, order number, and the reason for the return and we’ll reply with the next steps. Please note that the above method of requesting a return via the account allows for quicker handling of your request.

Return costs and responsibility

Return delivery costs are your responsibility. We do not currently provide free returns labels.

We strongly recommend using a reputable courier and choosing a tracked and insured service. If an item is damaged in transit on the way back to us, we may be unable to accept it for a refund.

Damaged in transit, faulty or incorrect items

Please inspect your order on delivery (and before assembly where possible).

If an item arrives damaged, faulty, or not as described, contact us as soon as possible at info@kinstore.co.uk with:

• your order number
• a brief description of the issue
• clear photos of the item, any damage to packaging, and the shipping label (if relevant)

Do not dispose of the packaging until we’ve confirmed next steps, as couriers and manufacturers may require photos and packaging for claims. If the delivery has been made by Furdeco you must report any visible damages to them at the point of delivery, otherwise our claim may be void. It’s worth taking a few minutes to check the item and package over to check for any visible issues and noting this on their paperwork.

Where goods are faulty, damaged, or incorrect, you have statutory rights and we will work with you to resolve this (repair, replacement, or refund as appropriate).

What can’t be returned (unless faulty or not as described)

These products can only be returned if they’re faulty, damaged in transit, or not as described:

• Items that are made-to-order, bespoke or personalised (made to your specifications and/or clearly personalised) such as sofas, chairs and bar/counter stools.
• Orders received over 30 days ago
• Items that have been used (beyond what’s necessary to inspect)
• Items returned without original packaging/labels, or with packaging in poor condition
• Custom-cut items (including cut fabrics and replacement webbing)
• Sealed hygiene items once unsealed (where applicable)

If you return an item, you are responsible for the risk of possible damage during return transit.

Refunds

Once your return is received, inspected and approved, we’ll process your refund to the original payment method.

We aim to inspect and approve returns within 7 days of receipt. After the refund leaves our account, it can take additional time to appear depending on your bank/card issuer.

We may make a reasonable deduction from your refund if the value of the goods has been reduced by handling beyond what’s necessary to establish their nature, characteristics and functioning. Please bear in mind that we do need to resell items that are returned back to us.

Cancellations (before dispatch)

On applicable orders, If your order has not yet been dispatched, contact us as soon as possible and we’ll do our best to stop it. If we can, we’ll cancel and refund you.

If it has already dispatched, please follow the returns process above (where eligible). Please note that we are not responsible for return costs if we have dispatched an item at the same time as receiving a cancellation request.

Business purchases (trade/commercial use)

Consumer cancellation rights apply only to consumers purchasing for personal use.

If you purchase for business purposes (including trade/interior design projects, commercial use, or photo shoots), the transaction is treated as business-to-business and is not subject to consumer cancellation rights. Unless agreed in writing, there is no right of return, refund, or store credit for business purchases.