Refund policy

Return and Refund Policy

We want you to love your Kirei Home piece. If it isn't right for you, here is how returns work.

Changing your mind (online orders)

You can cancel your order for any reason within 14 days of the day you receive it. To do this, email tracy@kireihome.co.uk with your order number. You then have a further 14 days to return the item to us.

When you cancel, we will refund the price you paid for the item and the standard delivery charge (Doorstep Delivery). If you chose Room of Choice Delivery, we refund the standard Doorstep Delivery amount for your item rather than the full upgrade cost.

Sending items back

We arrange the return of every item for you, free of charge. Furniture is collected from mainland UK addresses, and we will also organise the return of smaller items and accessories. Just let us know you would like to return something and we will be in touch to arrange it.

Condition of returned items

Please take reasonable care of items you intend to return, and pack them securely, ideally in the original packaging. You can handle and inspect an item as you would in a shop. If an item comes back damaged, or has been used beyond what is needed to inspect it, we may reduce your refund to reflect the loss in value.

Refunds

Once your item is back with us, we check it for damage and then process your refund. Refunds are made within 14 days of us receiving the item, to your original payment method. If you bought an item with a discount, the refund is the amount you actually paid.

Reduced items with described imperfections

Some pieces are reduced because of imperfections such as surface marks, irregular grain or colour, or natural splits in the wood. These are shown and described on the product page. You can still change your mind within 14 days, but we cannot accept these items back as faulty for the imperfections we described.

Pre-order and Inbound Stock

Pre-order items are made to the same design shown on our website and are covered by the same 14-day right to cancel. Items that are genuinely made to your own measurements or personalised to your specification cannot be returned unless faulty; we will always make it clear before you order if this applies.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or not as described, please let us know within 48 hours of delivery, with photographs, so we can put it right quickly. You have the right to reject a faulty item within 30 days of delivery for a full refund, or we can offer a repair or replacement. We cover the cost of collecting faulty items. Natural variation in grain, colour and finish is part of the character of solid wood and is not a fault.

Contact

Email tracy@kireihome.co.uk or call +44 7909 543755 (Monday to Friday, 9am to 5pm).

Your statutory rights are not affected.