Returns Policy

We hope that you enjoy your experience with us and shop with us again in the future. Should you have any issues with your order you must inform the drivers straight away and contact us within the same day or within 24 hours so that we can replace the items in accordance with your statutory rights.

All returns must be agreed by telephone or e-mail so we can agree on collection/return dates and times.

Kubek Furniture also reserves the right to charge the customer 25% of the price of their item to cover any restocking fees or re-packaging of items returned after a change of mind.

Email us with your order number, valid reasoning, and photographic evidence (if possible). 

Notification to Kubek Furniture must be made within 14 days of receipt of your goods, in writing via e-mail to kubekfurniture@icloud.com and fully outlining the relevant issue/cause for the requirement to return the said goods. Issues with flat pack parts must be reported before assembly.

We suggest that you keep all packaging in good condition until you are completely happy with the product .It is vital that upon delivery, you check your item(s) for damage, fault or missing items. We will advise what to do next.

All change of mind goods and faulty, damaged, incomplete goods will need to be unused, unbuilt or assembled and still wrapped in the original packaging. 

The quicker an issue is seen, the faster we can resolve your issue for you. Please inform the drivers straight away if you can, or contact us within the same day or within 24 hours so that we can replace the items in accordance with your statutory rights.

All returns must be agreed by telephone or e-mail so we can agree on collection/return dates and times.

We will offer a credit note of goods to the value of your order unless goods are supplied in a faulty or damaged condition.

These conditions do not affect your statutory rights.

REFUND PROCESSING CAN TAKE AROUND 10 WORKING DAYS. ALTHOUGH WE REFUND YOU IMMEDIATELY, THE TIMESCALES WILL DEPEND ON YOUR CARD ISSUER.

 

Deposits

If goods are ordered in advance with a deposit, we reserve the right to hold the deposit unless agreed prior. For items such as out of stock garden furniture, in most cases we will return deposits should there be any significant delay, though this will be considered on a case-by-case basis. 

If bespoke items are ordered, should the customer not cancel in adequate time, we reserve the right to retain reasonable deposit amount, due to extra time and resources spent.

Cancellations

If the customer wishes to cancel their order or return items that are as a result of a change of mind, Kubek Furniture reserves the right to offer a credit note for goods to the value of the order. (Goods must be returned in the same condition as delivered).

Once a delivery is booked in, items cannot be cancelled. A cancellation beyond this point or rejection of delivery entitles us to retain the initial deposit or a reasonable amount to cover costs.

We reserve the right to cancel a customer's order if an order cannot be completed. We will always inform the customer prior to a cancellation and process a refund immediately. Refunds are usually processed within several days but can take up to 10 days depending on the customer's card company.

 

Returns - Contacting Us

If you feel that your product has arrived in an unsatisfactory condition, you can refuse delivery, though proper evidence must be registered through photographs, telephone and/or email. If you are not present when the delivery is made, please let us know within 24/48hrs that you are unable to check the contents. Report any faults (through photograph) and contact us via kubekfurniture@icloud.com and we will attempt to fix any issues. Please contact us directly and immediately or at least within 24/48 hrs after delivery. 

Before discussing the return of an item, we will aim to try and resolve any fault that the furniture has. Please report issues urgently and do not build or assemble sets if you have reported any faults. Do not dispose of any packaging at this stage. We would rather help provide you with the product and parts that you wanted, as it provides a better solution for both parties. If it is possible for us to fix or replace your product, we will advise this and give instructions whether to keep, assemble, repackage or return. We will try to solve issues whenever we can.

We kindly ask that before contacting your card company to raise a payment dispute that, maintain contact with us as a priority. For this reason, we ask that you contact Kubek Furniture directly - if your delivery is sent/completed through one of our courier services, raise the issue with us first, as the courier company may not be able to solve certain issues. Processes such as chargebacks can greatly affect the timescale of a solution when a situation can be solved far quicker through direct communication.

 

Returning an Item

Kubek Furniture reserves the right to make a pre-advised charge for the collection of goods from your premises if they are in a satisfactory condition. All items must be repackaged and returned in the same condition as it arrived. Report any issues with parts and do not assemble. Should the goods not be left in the same condition as they arrived, we may not accept return and additional charges may be incurred for further collection.

If you collected goods from us, you must return the goods yourself or arrange the return of the goods at your expense. 

Kubek Furniture also reserves the right to charge the customer 25% of the price of their item to cover any restocking fees or re-packaging of items returned after a change of mind.

Please report any issues or faults to your furniture with the delivery team on arrival or on the same day (within 24 hours).

If deliveries are made with our designated couriers, it is vital that the customer inspect the product and packaging before accepting delivery. If packaging (boxes, wrapping) is damaged, make the the driver aware before accepting delivery.

 

Collection

We will aim to collect the goods within 10 working days of notification though some cases may require a longer wait due to distance, staff levels and availability.

Once we have received the items back from the customer, we will then issue a refund. We will refund the amount only to your original payment method - this is to guard against potential fraud for both you and ourselves. Remember, refund processing can take around 10 working days. Although we refund you immediately from the point of return, the timescales will depend on your card issuer. 

Bespoke orders and items cannot be returned, unless faulty.

For hygiene reasons, we will not accept returns on used or partially-used mattresses, divans, cushions or bedspreads, unless they are faulty.

We will offer a credit note of goods to the value of your order unless goods are supplied in a faulty or damaged condition.

Credit notes or gift vouchers cannot be exchanged for cash.

These conditions do not affect your statutory rights.