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Refund policy

Kolab Designs Returns & Refunds Policy

Kolab Designs is committed to customer satisfaction. This policy outlines the procedures for returns, refunds, and cancellations.

1. Returns for Consumer Customers

  • Right to Return: In accordance with the Consumer Rights Act, consumer customers are entitled to notify us of their intention to return goods within 14 calendar days from the day after delivery for a full refund.
  • Return of Goods: Following notification of your intent to return, items must be sent back to Kolab Designs within a further 14 calendar days.
  • Condition for Return: To be eligible for a full refund, items must be:
    • Unused and in the same condition that you received them.
    • In their original, undamaged packaging.
  • Proof of Purchase: A receipt or proof of purchase is required to complete your return.
  • How to Initiate a Return: Please contact Kolab Designs directly to initiate a return. Do not send your purchase back to the manufacturer.

2. Non-Refundable Items

  • Made-to-Order Items: We are unable to offer refunds or exchanges for items that are made to order, unless they are faulty or damaged upon arrival.

3. Returns for Business Customers

  • The Consumer Rights Act does not apply to business-to-business transactions.
  • Returns from business customers may be accepted at Kolab Designs' discretion and will incur a restocking fee and a collection charge. The specific fees will vary depending on the items ordered.
  • Original shipping and delivery charges paid by business customers are non-refundable.

4. Damaged or Defective Goods

  • Notification: If an item arrives damaged or is found to be defective, please notify Kolab Designs within 5 calendar days from the day of delivery.
  • Resolution:
    • We will arrange to replace the affected part(s) free of charge.
    • If a part cannot be replaced, we will replace the entire item on a like-for-like basis.
    • If the original item is out of stock, we will offer a suitable alternative product or a full refund.
  • Exchanges: We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same item, please contact us to make arrangements. A collection fee may be incurred if a collection service is required.

5. Inspection and Refund Processing

  • Receipt and Inspection: Once your returned item is received, we will inspect it and notify you via email of its receipt and the approval or rejection of your refund.
  • Partial Refunds: A partial refund may be granted in certain situations, including (but not limited to):
    • Any item not in its original condition, damaged, or missing parts for reasons not due to Kolab Designs' error.
    • Any item returned more than 14 calendar days after you have notified us of your intention to return.
  • Approved Refunds: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 10 working days.
  • Late or Missing Refunds:
    1. Please first re-check your bank account.
    2. Contact your credit card company, as it may take some time for the refund to be officially posted.
    3. Next, contact your bank, as there is often a processing period.
    4. If you have completed these steps and still have not received your refund, please contact Kolab Designs.

6. Buyer's Responsibilities for Returns & Cancellations

  • Return Costs: The buyer is responsible for the cost of returning unwanted goods.
  • Care of Goods: The buyer must take reasonable care of the goods whilst in their possession and when returning them. Goods must be returned in their original packaging, securely packaged to prevent damage in transit.
  • Fitness for Purpose/Location: Kolab Designs cannot accept responsibility for goods not fitting into the desired location. It is the buyer's responsibility to ensure that ordered goods will suitably fit.
  • Restocking Fees:
    • As stated in Section 3, restocking fees apply to returns from Business Customers.
    • A restocking fee may also apply if an order is cancelled by the buyer while the items are already in transit with the courier, prior to delivery. This fee covers the cost of processing items back into stock. Please contact us to confirm any applicable fees.
  • Cancellation of Delivery & Installation Services: If an agreed delivery and installation service is cancelled or rearranged by the customer with less than 5 working days' notice prior to the scheduled date, re-delivery or rearrangement charges will apply. These charges will be confirmed at the time of cancellation.