(UK & EU)

2. Returns Due to Quality Issues

If the responsibility lies with KAGUYASU, we will provide a refund, exchange, or replacement parts under these circumstances:

• The product has manufacturing defects or serious quality problems.
• Shipping errors (e.g., incorrect item sent) or missing components.

Important: If your item arrives damaged, please contact us within 30 days of receipt. While we offer a 90-day window for internal defects, transport-related damage must be reported quickly to allow us to file insurance claims with carriers.

For minor damage (e.g., small scratches that do not affect function), we may offer a partial refund. Please note that minor cosmetic issues that do not affect the functionality or structural integrity of the product may not qualify for a full return, but may be eligible for a partial refund or replacement parts.

3. Non-Returnable Items

In accordance with applicable UK and EU consumer protection regulations, we may decline return requests in the following cases:

• Customer damage: Damage caused by misuse, neglect, or improper storage after delivery.
• Modified products: Any product that has been modified, altered, or repaired by the customer.
• Assembled/Installed items: Products that have been fully assembled or installed where such assembly was not necessary to inspect the goods, and where this has resulted in a loss of value or rendered the item unsellable.
• Customized/Personalized products: Goods made to your specifications or clearly personalized (e.g., custom-sized conference tables). These are exempt from the right to cancel.
• Clearance/Final Sale: Items explicitly marked as "Final Sale" at the time of purchase.

4. Rejection and Packaging Guide

Missing Items with Intact Packaging: If the external packaging appears undamaged but components are missing, please accept the delivery. We kindly ask that you sign for the package, take clear photographs of the shipping labels and packaging, and contact our support team immediately so we can arrange for the missing parts to be sent.

Damaged Packaging: We encourage you to inspect the contents if the outer box shows signs of damage, as the product inside may still be in good condition. If you choose to reject a shipment due to severe damage, please notify us as soon as possible. Note: Rejecting a shipment without prior consultation may result in additional logistics costs if the carrier determines the rejection was not justified, and these costs may be deducted from any subsequent refund.

5. Compensation and Partial Refunds

For minor issues where you choose to keep the product, we offer the following compensation tiers:

• Minor Damage (e.g., small scratches/dents): 2% - 10% refund of the item price.
• Severe Damage (Usable but compromised functionality): 20% - 30% refund of the item price.
• Replacement: We can provide specific replacement parts free of charge.

6. Order Cancellation Policy

We strive to keep our cancellation policy fair and transparent. When an order is cancelled, we incur actual administrative and operational costs. We reserve the right to deduct these costs from your refund as follows:

In accordance with the UK Consumer Contracts Regulations 2013, bespoke items manufactured to your specific configuration are exempt from the statutory 14-day right to cancel once production has commenced.

• Before Production Starts: We will deduct a 5% administrative fee to cover processing costs.
• During Production: If production has commenced, we will deduct a fee (capped at 25%) to cover labor and materials already allocated to your custom order.
• After Dispatch: If the item has left our facility, we will deduct a fee (capped at 50%) to cover outbound and return logistics, handling, and re-routing costs.

Important Note: These deductions are intended solely to recover irrecoverable costs incurred by KAGUYASU. We do not profit from cancellations. In all cases, we will provide an itemized breakdown of these costs upon request.

7. Return Costs

• Return Window: You can return items for any reason (change of mind) within 30 days of delivery.

  (This includes and exceeds your statutory 14-day cooling-off period under UK and EU consumer law).
• Item Condition: Items should be returned in their original condition and packaging. You have the right to inspect the goods as you would in a shop, but a deduction may be made if the value of the goods has been reduced by your unnecessary handling.
• Return Shipping Fee: Customers are responsible for paying the return shipping fees.
• Restocking Fee: No restocking fees. 
• Processing Time: Once we receive and inspect your returned item, refunds will be processed within 14 days.

Defective or Damaged Products

• Return Shipping Fee: Free return shipping (paid by us) for items with manufacturing defects, shipping errors, or items damaged during transit.
• Process: Please contact us as soon as possible within 30 days of delivery to arrange a free return, replacement, or full refund.

8. How to Initiate a Return

1. Contact Us: Please email support@kaguyasu.co.uk with your order number, a brief explanation, and clear photos of the issue.
2. Review: Our team will review your request and provide a return authorization along with the appropriate warehouse address.
3. Collection: Please arrange for the return as instructed. We recommend using a tracked service for your protection.
4. Refunds: Once the return is received and inspected, refunds will be processed promptly, typically within 14 working days.

Communication: We are committed to resolving any issues directly with you. Please note that initiating a chargeback through your bank or payment provider can be a lengthy process that complicates and significantly delays our ability to resolve your case. We encourage you to work with us directly to ensure a faster outcome.