Delivery and Handling
Multiple couriers are used based on the type of product ordered and destination. Please note that quoted delivery times are those set by the courier and should be used as a guideline however we are unable to guarantee this due to dependency on the courier companies and weather etc. We shall not be liable for any consequential losses caused by delivery delays.
Your security & credit card security
We value your security and have done our utmost to ensure none of your personal information is at risk while you are visiting our site. Our secure checkout facility uses PAYPAL and no payment details are stored by Kyoto.
All prices quoted on our website include VAT at the UK rate of 20.0%.
Returns (online only)
Kyoto conforms to the Distance Selling Regulations, which are designed to protect you when buying items by Mail Order. In the unlikely event you need to return anything to us, please contact us in any of the following ways; By email to; firstname.lastname@example.org or by post to the address at the bottom of this page. Please put as much detail as possible in the e-mail in case it is possible to resolve the problem without returning the item, and still to your satisfaction. If it is necessary to return the item we will e-mail you a returns number. We ask that you include a copy of this e-mail with the returned item. Please do not return any item without first contacting us.
Unwanted goods (online only)
We will refund all unwanted and incorrectly ordered items, excluding the original postage, if you notify us within 7 days of receiving the goods, and provided that they are returned to us in a perfect saleable condition. The return postage cost in this instance is the responsibility of the purchaser. If the item was sold as FREE DELIVERY, this means that the postage cost was included, and should it be returned that cost will be deducted. Should you wish us to arrange for our courier to collect the goods, a charge will be applicable depending on the product size and weight and will be advised at the time. A full refund will be given to all faulty goods returned to us, provided that you notify us within 7 days of receiving the goods, and provided that the goods have not been abused.
After the initial 7 days, if any goods are returned which you feel are faulty and not repairable, must be returned to us for inspection, together with your purchase receipt. If it is found to be a genuine fault of manufacture,(not accidental damage, misuse, abuse, neglect, normal wear and tear, something that can be adjusted, or a part that can be changed), we will usually either repair or replace it free of charge.
In some cases we may offer a full refund. Your standard postage costs will usually be reimbursed, but we will not reimburse any additional postage costs you paid for services such as priority delivery.
If any parts on the product are faulty, or develop a fault during a reasonable time frame, we will send out replacements free of charge. Any labour/fitting charges are the responsibility of the purchaser. If any goods are returned claiming to be faulty which we regard as not being due to manufacture fauly, we will contact you to inform you of this. In this event, you will be liable for all postage costs. We will aim to despatch all replacement parts within 2 working days by first class recorded delivery or courier and this will need to be signed for.
When your goods are delivered
When you receive your product, it is important that the consignment is inspected before signing for the delivery. If you are suspicious that the goods are damaged, or the box containing the goods looks badly damaged, then you should refuse delivery. In this event, do not sign for the goods and please contact us immediately (3 working days maximum) so that we can resolve the situation with our courier. A replacement will then be sent out to you as soon as possible. If you sign for the goods and subsequently find that the goods are damaged it makes it harder for us to deal with your complaint. It is important that all original packaging is kept until you are satisfied with your ordered items and are sure that they will not need to be returned. Couriers will not accept a return if it is not in its original packaging. Replacement goods will only be sent where the fault is deemed to have occurred within a reasonable time period.
All postage costs relating to the returning of goods will be the responsibility of the buyer (except when the goods are either faulty or incorrect and notification is given to return the goods within 7 days of receiving them). We only offer a collection service for warranty claims within 28 days of the delivery date. Products will only be collected if they are enclosed in their original box.
If a part is missing, damaged or broken, there is often no need to return the whole item. Contact us and we will send any item(s) to you free of charge the within 2 working days (whenever possible).
ASSEMBLY OF YOUR FURNITURE
Many of our products are supplied in the manufacturer’s original carton for easy of shipping, and will require assembly. This assembly, whilst minimal, should be done by a competent person, and any costs incurred are at the cost to the purchaser. If you have any queries regarding assembly, please contact us.
All products are guaranteed for 12 months. Your statutory rights will be unaffected.
857 London Rd,