1. Overview
This policy outlines the general process for handling return and cancellation requests relating to products supplied by Kiko Keramik. The eligibility and handling of each request may depend on the product, order status and circumstances involved.
2. Before Confirming Your Order
We encourage customers to carefully review product specifications, dimensions, finish, quantity and other relevant details before confirming an order.
Where possible, customers should inspect product samples or confirm important product characteristics with our team before making a final selection.
3. Return Requests
Return requests must be submitted to our team for review. Approval will depend on the product condition, order details and the circumstances of the request, along with any applicable agreed terms and legal requirements. Please contact us before arranging or sending any product back.
4. Damaged, Defective or Incorrect Products
If you receive a product that appears damaged, defective or different from the confirmed order, please notify us as soon as reasonably possible.
Please provide:
- Your order or invoice reference.
- A description of the issue.
- Photographs of the affected product and packaging, where possible.
- Details of the quantity and items affected.
We will review the information and communicate the appropriate next steps.
5. Product Condition
Products that have been installed, cut, altered, used or damaged after delivery may require additional review before a return request can be considered. Customers should avoid installing or modifying products where a damage or discrepancy concern has been identified.
6. Order Cancellations
Cancellation requests should be submitted as early as possible. Whether an order can be cancelled may depend on its current processing, production, procurement or dispatch status. Any applicable cancellation charges or conditions will be subject to the terms confirmed for the relevant order and applicable law.
7. Refunds and Adjustments
Where a refund or order adjustment is approved, the applicable amount and method of processing will be communicated to the customer. The handling of any refund will be subject to the confirmed order terms and applicable legal requirements.
8. Important Considerations
Product appearance may vary due to lighting, display settings, material characteristics and manufacturing batches. Customers should confirm important product details before installation.
Nothing in this policy is intended to limit any rights or protections that customers may have under applicable law.
9. Contact Us
To submit a return or cancellation request, or to discuss a product concern, contact us at info@kikokeramik.com.