Refund policy

For most products purchased online, consumers have a statutory right to change their mind and cancel their purchase.

You normally have 14 calendar days after the day on which you receive the goods to tell us that you wish to cancel.

Where an order contains multiple goods delivered on different days, the cancellation period may run from receipt of the last item where applicable under consumer law.

Once you have informed us that you are cancelling, you must return the goods within the applicable legal return period.

You do not need to provide a reason for exercising your statutory cancellation right.

Returning goods during the statutory cancellation period

You may inspect a product in the same way that you reasonably could in a shop.

We may make a lawful deduction from a refund where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Original packaging can help protect furniture in transit and we strongly encourage customers to retain it. However, your statutory right to cancel is not automatically lost simply because packaging has been opened or is no longer perfect.

Where the customer is responsible for the direct cost of returning an item during the statutory cancellation period, this will be clearly communicated before purchase, including the applicable collection cost or a reasonable estimate where required for large items that cannot normally be returned by post.

We do not charge the £30 Koble administration/restocking charge for a return made under your statutory 14-day cancellation rights.

Refunds following statutory cancellation

Where you validly cancel, we will refund payments that we are legally required to refund.

This includes the cost of our standard outbound delivery service where a delivery charge has been paid, although we do not have to refund the additional cost of a premium delivery service selected by you over our standard service.

Refunds will normally be made using the same payment method originally used.

We may wait until we have received the goods back, or until you provide evidence that they have been returned, before issuing the refund where the law allows us to do so.

Refunds will be processed within the timescales required by consumer law.

Exceptions

Certain products may be excluded from statutory change-of-mind cancellation rights, for example products genuinely made to your specification or clearly personalised for you.

Where an exception applies, we will make this clear before you purchase.

 

 

KOBLE 60-DAY CHANGE OF MIND GUARANTEE

In addition to your statutory rights, Koble offers an extended change-of-mind period of up to 60 calendar days from delivery on eligible purchases.

For return requests made after the statutory cancellation period but within 60 days of delivery, the following conditions apply:

The product must be complete, in a resaleable condition and returned with its original packaging.

The product should not have been materially used, damaged, modified or altered.

We may ask for photographs before authorising a voluntary return so that we can confirm its condition and arrange an appropriate return service.

A £30 administration/restocking charge will be deducted from your refund for returns made under the additional Koble guarantee after the statutory 14-day cancellation period.

The cost and responsibility for returning the product after the statutory cancellation period sits with the customer.

You may arrange your own suitable tracked and insured return service or, where available, ask Koble to arrange collection. If Koble arranges collection, the collection cost will be confirmed before the collection is booked and may be deducted from your refund.

You remain responsible for the goods until they are safely received by us when using your own return carrier.

If the product is returned incomplete or damaged, or is not in a resaleable condition, we may refuse a return under this additional voluntary guarantee or make an appropriate deduction where permitted.

This additional 60-day guarantee relates to change-of-mind returns only.

Faulty, damaged or misdescribed goods are dealt with separately and your statutory rights are not subject to the £30 charge or the additional Koble change-of-mind conditions.

 

 

DAMAGED, FAULTY OR MISDESCRIBED GOODS

We want you to receive your Koble product in excellent condition.

Please inspect your order as soon as reasonably possible after delivery.

If you notice visible transit or packaging damage, we ask that you contact cs@kobledesigns.com promptly and, where possible, within 48 hours.

Providing photographs or video can help us resolve the issue more quickly.

The 48-hour reporting request does not remove or reduce your statutory rights if a fault or damage is discovered later.

Under the Consumer Rights Act 2015, goods must be:

  • of satisfactory quality;

  • fit for their intended purpose; and

  • as described.

If goods do not meet these legal requirements, you may be entitled to remedies including a refund, repair, replacement or price reduction depending on the circumstances and when the problem becomes apparent.

In particular, consumers may have a short-term right to reject faulty goods within the first 30 days.

After this period, you may generally be entitled to require a repair or replacement before other remedies apply, subject to your legal rights and the circumstances.

These statutory rights exist separately from the Koble Warranty described below.

We may request photographs, videos, serial numbers, product labels or other reasonable information to help diagnose a fault.

Where necessary, we may arrange inspection by Koble, the manufacturer, a courier or an independent specialist.

We ask customers to retain packaging where reasonably possible, particularly during the early period after delivery, as this can make a return easier and safer.

However, failure to retain the original packaging does not remove your legal rights in relation to faulty goods.

 

 

UP TO 10-YEAR KOBLE WARRANTY

Built to last.

Koble provides the following free commercial warranty for qualifying Koble products purchased directly from kobledesigns.com.

The guarantor is:

Justwise Group Limited trading as Koble Designs
Unit 6, The Shires
Shirehill Industrial Estate
Saffron Walden
Essex
CB11 3AP

The warranty begins on the date the product is delivered.

It applies to products used for normal domestic purposes within the Koble Delivery Area.

Beds

10 years:
Wooden frame, structural metalwork and upholstered structure.

1 year:
Electrical and technical components.

Desks

10 years:
Structural metal frame.

2 years:
Desktop.

1 year:
Motors, controls, charging units and other electrical or technical components.

Home Office Chairs

10 years:
Structural metalwork/frame.

2 years:
Fabric and upholstery.

Sofas and Chairs

10 years:
Structural timber frame.

2 years:
Fabric, foam and upholstery.

Where a product page provides additional product-specific warranty information, that information should be read alongside these terms.

Components not expressly included within an additional Koble Warranty period remain protected by any statutory rights that apply.

What the Koble Warranty covers

The Koble Warranty covers manufacturing defects in the components listed above arising during normal domestic use.

Where we accept a warranty claim, we will determine an appropriate warranty remedy based on the nature of the problem.

This may include:

  • supplying a replacement component;

  • repairing the product; or

  • replacing the affected product.

If the original spare part or product is no longer manufactured or available, we will offer a product or component of a reasonably comparable type, specification and value.

Where no reasonable equivalent is available, we will work with you to agree an appropriate alternative remedy.

What the Koble Warranty does not cover

The additional Koble Warranty does not cover damage resulting from:

  • normal wear and tear;

  • accidental damage;

  • misuse or neglect;

  • excessive force or abnormal loading;

  • failure to follow assembly, operating or care instructions;

  • incorrect assembly;

  • unauthorised alterations or modifications;

  • damage caused by a third party;

  • damage caused specifically by dismantling, moving, transporting or reassembling the product;

  • exposure to inappropriate environmental conditions, liquids, excessive heat or moisture;

  • commercial, institutional or other non-domestic use; or

  • reasonable cosmetic deterioration arising through normal use.

Normal softening, settlement, compression or changes in the appearance of upholstery and foam arising through ordinary use are not manufacturing defects unless the change is excessive or results from a manufacturing fault.

Dismantling or moving a product does not automatically cancel the entire warranty. However, damage caused by dismantling, transportation, reassembly or modification is not covered.

Making a warranty claim

To make a warranty claim, contact cs@kobledesigns.com.

Please provide:

  • your order number or other reasonable proof of purchase;

  • details of the problem; and

  • photographs or video where reasonably requested.

We may need to inspect or test a product before confirming whether a fault is covered.

A replacement product or component supplied under this warranty does not restart the original warranty period. The remaining warranty continues from the original product’s delivery date.

Your statutory rights

The Koble Warranty gives you additional protection and does not affect your statutory rights.

You may have legal rights against Koble where goods are not of satisfactory quality, fit for purpose or as described, regardless of whether a claim falls within this commercial warranty.

Expiry of the Koble Warranty does not by itself mean that all of your statutory consumer rights have expired.