Widerrufsrecht

This Return and Refund Policy complies with the EU Consumer Rights Directive (2011/83/EU) and the German Civil Code (BGB). It governs all return, exchange, and refund procedures for orders placed on the Kara Korum official website, protecting the legitimate rights and interests of both consumers and the company. By completing a purchase, you agree to the terms outlined below.

1. Statutory 14-Day Return Right

In accordance with EU and German consumer protection laws, customers have an unconditional 14-calendar-day cooling-off period to return goods without providing any reason. The cooling-off period starts on the day you or a third party (other than the carrier) takes physical possession of the delivered furniture.

To initiate a return, you must submit a clear return request via our official email within the 14-day period. Verbal requests or overdue applications will not be accepted.

2. General Return Conditions

To qualify for a full refund after return, the returned products must meet the following requirements:

The furniture is unused, unassembled, unmodified, and free of stains, scratches or artificial damage
All original packaging, accessories, assembly manuals, and spare parts are completely intact
The product is in resalable condition without secondary damage caused by improper customer storage or handling

We reserve the right to inspect all returned items. If the product is damaged, incomplete or unsellable, we will refuse the return or deduct corresponding compensation fees.

3. Eligible Return & Refund Scenarios

We support returns and full or partial refunds in the following legal situations:

Returns initiated voluntarily within the 14-day statutory cooling-off period
Products received with factory defects, structural damage or quality problems
Wrong items, missing parts or inconsistent goods compared with the order description
System errors leading to duplicate payments or overpayments
Failed delivery due to our official operational reasons

4. Non-Returnable & Non-Refundable Exceptions

In line with EU and German legal exceptions, the following situations do not support free return or full refund:

Customized, personalized or made-to-order furniture products
Goods damaged by incorrect assembly, improper use, collision, or artificial destruction after delivery
Normal product wear and tear, slight color difference due to lighting, screen display or natural wood texture
Returns applied after the 14-day cooling-off period without valid quality defects
Products intentionally modified, repaired or disassembled by customers without official authorization

5. Shipping Cost Rules for Returns

Company liability (free return): If the goods are defective, damaged, wrongly delivered or inconsistent with the description, we will bear the return shipping costs and provide a full refund.
Customer liability: For voluntary returns within the 14-day period for personal preference reasons, the customer shall bear all return shipping fees. No shipping cost will be refunded.

6. Refund Processing Rules

All approved refunds will be processed through the original payment channel used for order settlement. We do not support cross-channel refunds or third-party receiving accounts for financial security.

After receiving and inspecting the returned goods, we will confirm the refund eligibility within 3–5 working days
Once approved, the refund will be initiated immediately by our financial team
Funds will arrive in your account within 3–10 working days, depending on the processing efficiency of your bank or payment platform

7. Exchange Service Rules

For defective, damaged or incorrectly delivered products, customers can choose an official exchange service instead of a refund. We will arrange brand-new product replacement after verifying the problem. All logistics costs caused by quality or delivery errors will be borne by Kara Korum.

8. statutory Warranty Protection

All furniture products enjoy the EU 2-year statutory warranty. Within the warranty period, if the product has structural or material quality problems under normal use, we provide free repair, replacement or refund services in accordance with German consumer protection law.

9. Policy Updates & Dispute Settlement

Kara Korum reserves the right to update this Return and Refund Policy to comply with changes in EU directives and German commercial laws. Updated terms will take effect immediately after publication. All disputes shall be settled through friendly negotiation; if negotiation fails, disputes shall be submitted to the competent court in Cologne, Germany.