Refund and Alterations
All items handmade by KODA (furniture, lighting and homewares) will be made to order with the exception of those that are already in stock. Upon acceptance of your order, you will be entering into a contractual agreement with KODA. As a condition to this agreement we require a minimum payment of 50% of the price of the goods. With the balance to be paid in full prior to delivery and installation. For orders of £500 and under, the full balance including any shipping costs will be required upfront.
As our products are bespoke and made to order we cannot accept cancellations, or offer a full refund on any orders after 7 days. If after this period has elapsed and you do request cancellation we will retain 25% of the order value and recover any additional losses that we suffer as a result of the cancellation.
If you wish to cancel your order you must do so in writing, either by email at: firstname.lastname@example.org or by post to:
1 Paragon Arcade, Paragon Street
Hull HU1 3PQ
Once an order has been placed, the cost of any alterations, administrative costs, and additional/updated design drawings will be charged to the customer. KODA can not be held responsible for any resulting delays.
We retain the right to cancel your order in the unlikely event that we are not able to obtain the raw materials for your order. In this very rare case KODA will refund your deposit and any other sums you have paid in relation to the order. Will not be required to pay any compensation.
Payments and Pricing
Quotes given by KODA will remain valid for 30 days, after this time the prices for the project may vary according to the materials and labour costs at current market value. Prices are subject to change without advanced warning.
If the balance has not been paid in full at the point of placing the order we will request the full and final payment at the point of the completion of your order. We will contact you by phone or email to take the balance payment and arrange a suitable delivery date.
Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, product shipping charges, lead-times and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order).
LEAD TIMES AND DELIVERY
As nearly all our items are made to order, the lead time quoted for each product is an approximate based upon our average workload at the time of order. Where any delays occur we will do our best to notify you at the earliest opportunity.
We will always endeavor to complete orders within the estimated lead time, however due to the nature of handmade products delays may occur, as lead times can increase or decrease without warning. Should any item(s) be delayed for any reason, we are unable to cover losses, accept returns, offer refunds, reimbursements, discounts or compensation.
It is the customers responsibility to accurately provide all information regarding the delivery of the item(s). Deliveries of completed orders are carried out by a 3rd party courier service.
Couriers work with set prices and we reserve the right to pass on costs incurred due to withheld information. The courier will collect your packaged goods from our workshop and will contact you directly to inform you of your delivery date and time estimate. Whilst we make every attempt to accommodate delivery requests, we regret this is not always possible. Express and Weekend deliveries are available at an additional charge. Whilst we make every effort to carry out delivery of your goods on the date agreed, this is an estimated time frame given in good faith. If we attempt delivery but no one is present to receive the goods and the goods are then returned to our workshop, we reserve the right to charge you a fee for each subsequent delivery attempt. Should you repeatedly refuse to arrange or take delivery after 5 days of our first attempt, we reserve the right to cancel your order and retain 25% of the order value and any other costs we have incurred.
KODA should always be notified if the delivery involves any of the following:
• Delivery that will require an item to be carried upstairs
• Delivery to a remote UK mainland location
• Delivery to / through a difficult or awkward location (for example narrow/tight spaces)
The customer will be responsible to ensure that the delivery address access is suitable for the delivery of their goods, for example; doorway large enough, sufficient space to manoeuvre the product through the property, road accessible to delivery van, provision of parking permits required for successful delivery (if required). Where there is any doubt please contact us. The buyer should ensure all obstructions are removed from the delivery route before the delivery team arrives.
KODA will not pay for any additional charges or damages caused to your goods or property due to access. The buyer should ensure all obstructions are removed from the delivery route before the delivery team arrives.We can only deliver through a ground floor or basement level and go up to second floor level. If any alternative arrangements need to be made via specialist delivery companies then any additional charges are to be paid by the customer. We will not accept cancellations on the grounds of access issues that were not declared at the time of placing the order.
Upon delivery of your goods it is your responsibility (or the responsibility of the person acting on your behalf) to unpack and inspect each item and to sign the driver’s delivery note to confirm receipt of the goods. Any claim regarding damage or defective goods must be made within 24 hours of delivery. After this time KODA cannot be held responsible for goods that are no longer in our care.
Once the goods have been handed over to the shipping company KODA will no longer be responsible for any loss or damage unless the loss was caused by our negligence, or due to a manufacturing defect or design fault. Any claims may be reduced or rejected if KODA have not been given the opportunity to resolve the matter. If you have any post-delivery complaints please email our team at: email@example.com or by post to:
1 Paragon Arcade, Paragon Street
Hull HU1 3PQ
WARRANTYEvery effort is made to ensure our furniture is produced to the highest quality and delivered to you in perfect condition. It is recommend that you check your order as soon as it is delivered, as we will ask you to sign a form confirming that the item was received in good condition.
If your furniture does prove to be faulty or damaged, you have 48 hours in which to alert us. Please do so by contacting our team at: firstname.lastname@example.org, or call us on 01482961989. Our team will discuss options with you which might include returning the item for repair or the replacement of the item.
All orders are covered by a 6 month warranty from the date that the item is delivered. The warranty covers the buyer against defective materials. All warranty claims must be sent in writing to KODA, with photographic evidence of the defect within the warranty period. The claim will be assessed to determine if the item needs repairing or replacing and to ensue the claim falls under the terms of the warranty. Should the item need to be returned back to the workshop to be repaired or replaced, KODA will not be responsible for offering replacement item(s) during the interim period. Should the item need replacing, the defective product will be collected and returned to KODA.
We use high-quality timbers with beautiful variations in grain, colour, knots and other characterful markings. We do not accept returns or refunds based on the natural variations in our material. Natural variations in colour and grain are natural features occurring in the timber and steel are not considered defects.
Timber is a natural material that will move seasonally and will react to humidity in the air and the air temperature it is stored in. We work with wood which has been dried to the correct moisture content but sometimes warpage, shrinkage and dimensions changes can still occur. The wood can expand or contract, causing small gaps in the joints and/or cause shakes to open in the wood. This movement is natural and is not considered a defect. Please refer to our Care Guide for further information.
The warranty does not cover defects or damage that arise as a result of:
- Wear and tear
- Misuse (including failure to follow information provided in our Care Guide, written/oral instructions regarding the care/use/storage of the item by KODA
- Damage caused by moving, negligence or willful damage
- Problems as a result of the environment the item has been stored in
- Natural movement of the wood
If any alterations have been made by a person/company not endorsed or approved by KODA will void the warranty. The customer would be responsible for any costs involved in the repair.