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Returns

Returns & Refunds

What is covered, what is not, and exactly how to raise a return — clear, fair and fast.

What we cover

  • Damaged on arrival: any piece that arrives broken, scratched, dented or otherwise damaged in transit.
  • Wrong item: the piece delivered does not match the model, size, colour or finish you ordered.
  • Manufacturing defects: see our Warranty for issues that appear after delivery.

What we do not cover

  • Change-of-mind returns. We do not stock pieces — each item is built when you order, so we cannot resell returns.
  • Custom orders, once production has started, unless the piece is delivered defective or off-spec.
  • Damage caused by misuse, accidents or unsuitable storage conditions after delivery.
  • Slight natural variation in wood grain, colour, fabric texture and small handcrafted details — these are signs of a real, handmade piece, not faults.

How to raise a return

  1. Within 48 hours of delivery, email info@khashb.com or WhatsApp us with your order number, a short description and clear photos.
  2. Our team confirms next steps within one working day. For damage in transit, we usually arrange a free pick-up.
  3. Once the original piece is collected and inspected, we either dispatch a replacement or refund you.

Refund method

Refunds for Cash on Delivery orders are sent by bank transfer to the account you nominate. Refunds for bank-transfer orders are returned to the originating account. Processing time is typically 7 working days from approval.

Questions

For anything not covered here, email info@khashb.com or WhatsApp us — we want every customer to be confident at the door.

FAQ

Returns & Refunds — FAQ

Because each piece is handcrafted to order, we do not offer change-of-mind returns. We do, however, replace or refund any item that arrives damaged or differs from what you ordered.

Refuse the delivery at the door or accept it with a written note, then contact us within 48 hours with photos. We will arrange a replacement or full refund — pick-up of the original piece is on us.

Custom orders (bespoke sizes, finishes or fabrics) are not returnable once production has started, unless the piece is delivered defective or does not match the agreed specification.

Once we confirm the return, refunds are processed within 7 working days. Cash on Delivery refunds are sent by bank transfer to your nominated account.