Refund policy

KNÜG RETURNS 

DON’T LOVE YOUR KNUG?

RETURN YOUR PURCHASE FOR UP TO 30 DAYS

RETURNS POLICY

Thank you for your Knüg purchase. We of course want you to be delighted with your purchase but if you’re not, you can return the item within our 30 day returns period. To be eligible for a return, your item must undamaged and be unused and in the same condition that you received it. It must also be in the original packaging, unused, unwashed with all the original tags and labels. 

To complete your return, we will require a receipt or proof of purchase.

Knüg’s Return Policy is strictly 30 days. If 30 days have elapsed since your purchase, unfortunately we cannot offer you a refund or exchange.

If the products have already been dispatched to you or you have already received them, you must return them to us without delay and in any event not later than 30 days from the day on which you communicate the cancellation of your order to us. You will have to bear the direct cost of returning the products to us.

REFUNDS:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and a credit will automatically be applied to your credit, debit card or original method of payment, within 15 days. For credit card payments it may take 5 to 10 business days for refunds to show on your statements

LATE OR MISSING REFUNDS:

If you have not received a refund yet, please do double-check your statement before getting in touch.

Then contact your credit/debit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at customerservice@knug.co.uk

SALE ITEMS: 

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

EXCHANGES:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email customerservice@knug.co.uk and send your item to Returns Department, Knüg Ltd, White Cottage,  2 Wellington Cottages, Reading, Berkshire, RG10 8QX, United Kingdom.

GIFTS:

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will manage your return.

SHIPPING:

For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Shipping costs are non-refundable. We will only refund the costs of postage where the item returned is faulty.

To return any products to us, please complete the reverse side of the invoice - which is included with your order - and mark whether you would like a refund or exchange. Pack the items securely, attach the invoice and send it back to:

Returns Department, The White House, Knüg Ltd, 2 Wellington Cottages, Reading, RG10 8QX

When returning items, we recommend that you obtain proof of posting. We also will not accept responsibility for parcels lost in transit or packages damaged in transit due to insufficient packaging.  Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning an item over £75.00, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

If you no longer have your delivery note, please include a letter with your name, address, email address, telephone number, and customer number - if possible – in your package.  Please let us know why you are returning and why. 

To meet the cancellation deadline: you must notify us by post, email, or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Please keep a copy of your cancellation notification for your own records.

FAULTY ITEMS:

It is a rare occasion that a customer will receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can ensure other items are not affected. We will refund any postage on a faulty item, and make sure you are reimbursed for standard return postage on the item. If a fault develops outside of the 30-day return period, please email customerservice@knug.co.uk so we can agree the best way forward.

Please take extra care to read our Care for your Knug and of course the care instructions provided with your purchase.