Returns & Refunds

We want you to feel completely confident when shopping for furniture, lighting and home accessories at K&B London. If you change your mind about an online purchase, you can return eligible items in accordance with the terms set out below.

If you have any questions before placing your order, particularly regarding dimensions, materials, finishes or delivery, our team will be happy to assist you.

14-Day Returns

You have the right to cancel your online order within 14 days of receiving your goods, without having to provide a reason.

To exercise your right to cancel, please contact us within 14 days of receiving your order and clearly inform us that you wish to return the item.

Returned products should be:

• unused and in their original condition;
• carefully repacked to prevent damage in transit;
• returned with their original packaging wherever reasonably possible; and
• complete with all parts, accessories and documentation supplied with the product.

You may inspect an item in the same way you reasonably would in a physical shop. However, if a product has been handled beyond what is necessary to establish its nature, characteristics and functionality, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in its value.

Free Returns Within the UK

For eligible orders delivered within the United Kingdom, K&B London covers the cost of the return.

Depending on the size and nature of the product, we may arrange collection by a parcel courier, specialist furniture carrier or private transport service.

Please contact us before returning an item so that our team can arrange the most suitable return method.

International Returns

For orders delivered outside the United Kingdom, return arrangements and any applicable return transport costs will depend on the destination and the circumstances of the return.

Please contact our team before arranging an international return. We will provide the appropriate return instructions and advise you of the available collection or shipping options.

Refunds

Once your return has been received, we will inspect the product and process the refund in accordance with the applicable return terms.

Refunds are made to the same payment method used for the original purchase, unless you expressly agree to an alternative method.

Where a refund is due following the cancellation of an online order, it will be processed without undue delay and within the applicable statutory timeframe. For returned goods, we may wait until we have received the goods back or until you provide evidence that they have been returned, whichever occurs first.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after the refund has been processed by us.

Store Credit

If you prefer, you may choose to receive the value of an eligible return as K&B London store credit for a future purchase.

Store credit is entirely optional. Unless you expressly choose this option, any monetary refund due will be returned to the original payment method used for your order.

Damaged Items

Every order is prepared and packed with care. However, if your item arrives damaged in transit, please contact us as soon as reasonably possible after delivery.

To help us resolve the matter quickly, please provide:

• your order number;
• photographs of the damaged area;
• photographs of the outer packaging;
• photographs of any visible damage to the box, crate or protective packaging; and
• a brief description of the issue.

Please retain the original packaging until we have reviewed your claim, as it may be required for collection, inspection or a claim with the carrier.

Reporting transit damage promptly helps us investigate the matter with the delivery company, but this does not affect your statutory consumer rights.

Faulty Products

If you believe that your product is faulty, please contact our customer service team with your order number, a description of the fault and photographs or video where appropriate.

We will review the information provided and advise you on the next steps. Depending on the circumstances and your statutory rights, the appropriate remedy may include a repair, replacement, price reduction or refund.

Nothing in this Returns & Refunds Policy limits or excludes your rights under applicable UK consumer law.

Incorrect Items

If you receive a product that is different from the item you ordered, please contact us as soon as possible.

We will arrange the appropriate collection and replacement or refund at no additional cost to you.

Cancelling an Order Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

If the order has not yet entered the dispatch or delivery process, we will endeavour to cancel it before shipment. If the order has already been dispatched, it may need to be handled as a return after delivery.

Large Furniture Returns

Large furniture, dining tables, cabinets, mirrors and other oversized interior pieces often require specialist transport.

Please do not arrange an independent return of a large item before contacting us. Our team will advise you on the safest and most appropriate collection method to minimise the risk of damage in transit.

How to Arrange a Return

To request a return, refund or assistance with a damaged or faulty item, please contact our customer service team:

Telephone: +44 7376 396208

Email: shop@kb-london.com

Please include your order number and details of the item you would like to return. For damaged or faulty products, please also attach photographs showing the issue wherever possible.

Need Help Before Ordering?

Buying luxury furniture online often involves more consideration than purchasing smaller household items. If you would like to confirm dimensions, materials, colours, finishes, weight, delivery access or any other product detail before ordering, please contact K&B London.

Our team will be pleased to provide additional information to help you choose the right piece for your interior.