Refunds & Returns Policy

We know that you will be pleased with your purchases from KUMA. However, there may be occasions when you will need to return items to us. If you wish to do so, please thoroughly read our returns policy below and then contact us at sales@kuma-products.com.

ITEMS DAMAGED IN TRANSIT

If any items were damaged in transit, we ask that you report it to us as soon as you discover the damage, and within 24 hours of delivery at the very latest. No claims will be dealt with after this period. If the items are visibly damaged on receipt, please take a picture of the damage, and the delivery note/label and send it to us at the above email address. 

ITEMS FAULTY ON ARRIVAL

We advise that items should be returned with their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse you for reasonable return carriage costs. If the cost of return carriage is more than £6 then you may be eligible for a collection, if so please get in touch. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you. In this instance you will be liable for the return carriage, and the items will not be re-sent until we have received payment equal to the initial carriage cost.

ITEMS FAULTY IN WARRANTY PERIOD

If any of your purchases develop a fault, and it's more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide telephone help facilities for your convenience which you must use in order to correct the fault quickly. Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods. Please note that in this case you will be liable for the cost of the return to us, while we will cover the cost of sending the item back to you once repaired or replaced.

Please note - we now no longer offer warranty shipping services to locations outside the UK

We can advise customers, and also replace faulty items for customers who are outside of the UK, but the customer MUST arrange shipping to the UK AND back to them using a registered courier service.

IF YOU CHANGE YOUR MIND

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contracts Regulations you can do so provided you inform us of your decision within 30 working days. This period begins after you have taken delivery of the goods. The item must not be used and must be 'as new' when returned to us. We reserve the right to issue partial refunds, restocking fees or to refuse a return where items are not in ‘as new’ condition. Once you've informed us that you wish to return goods under the Consumer Contracts Regulations, you have 30 calendar days to do so, at your own expense. Goods are refunded within 14 days, we'll issue a refund for the product only to your original payment method.

It is essential that you use a tracked postal service as until the item is received by our Returns Department you remain responsible for the item. A suggested service for low value items (Under £50) is Royal Mail Recorded Delivery, for higher value items (Over £50) you may wish to consider using a courier, or we can arrange a collection from your original delivery address which will be deducted from your refund once the goods are received in the condition described above.