You can find our return policy below. Please note: This return policy only applies to online orders, and not to purchases in the physical Kunla store!

Return policy for consumers

We make every effort at Kunla to inform you clearly about our products. For example, you will find clear, good-quality product photos with each product so that you can have a good look at the product prior to purchase. You will also find the technical details of each product on each page. So you can see what material the product is made of, how much it weighs, how big it is, etc. In the product description, we list what you can and may expect from the product. In the Kunla Store in Kortrijk, everything is on display and you can test things out.

Of course, you may accidentally order the wrong product, or the product may not fully meet your expectations. If you have made a mistake, please let us know as soon as possible and we will see what we can still do for you, as we can still cancel or adjust your order until before we give it to the delivery driver.

Do you have a question beforehand? If so, you are of course welcome to contact us through all channels.

We can reply to you fastest via Facebook or Instagram, but you can also email us at help@kunla.store.

Despite the above, have you received an order that does not meet your expectations? Then you can return your order.

All information on returns can be found below.

Which goods can be returned?

During the reflection period after delivery, we expect you to handle your order and its packaging with care.

If you still want to be able to return the goods, you may only unpack or use them to the extent necessary to assess whether you wish to keep the good (as you might do in a physical shop). Purchases in the physical Kunla store, must be fully closed.

Returned goods may, for example, be fitted but not used. If you return the goods, this must be done with all delivered accessories, in the original state, if possible together with the original packaging, as well as taking into account our instructions, see more about this under the heading "procedure". An example: a scented candle may be unpacked but may not be lit.

If you go beyond what was necessary to assess the properties of the goods and the good is reduced in value as a result, we may apply a proportionate reduction in value when refunding.

The following goods are excluded from return without any rebuttal:

- Delivered goods manufactured to the consumer's specifications, or clearly intended for a specific person.

- Goods that may spoil, or have a limited shelf life.

- Sealed goods, which have been opened after delivery and cannot be returned for reasons of health protection or hygiene.

- The delivered goods have been irrevocably mixed with other products after delivery.

- Digital downloads, such as Kunla gift vouchers or credits, whose downloading or making available started with the express consent of the consumer. Regardless of whether the voucher or credits have been used, or not.

Return period and deadline for returning goods

If you buy goods or services from us as a consumer, you have 30 days to decide that you do not want to keep the goods or services. This 30-day period starts from delivery (for the purchase of goods) or from the conclusion of the contract (for the purchase of services). You can then return your order, without paying any compensation and without having to give a reason (we do of course appreciate your feedback, so we can correct ourselves!). 

If, as a consumer, you wish to exercise your right of withdrawal, you must notify us within the withdrawal period using the model withdrawal form or in another unambiguous manner.

You must then return the goods to us within 14 calendar days of informing us that you wish to withdraw from the contract.

Please note: purchases made in our physical shop, even if valid for return, are never refunded in cash, only via a purchase receipt. Items made to order upon express request in the physical shop are excluded from returns.

Cost and method of return shipment

You can return products at our Kunla Store at Rijselsestraat 30, 8500 Kortrijk, during opening hours. Returns this way are free of charge.

You can also return the goods via post or courier. The cost of returning the goods will be at your expense and you will arrange shipment of your product to the next address yourself:

"Kunla International - Retours" Spinnersstraat 10, 8510 Marke - Belgium (no visiting address).

If it is impossible to return the goods by post, you are responsible for transporting the goods yourself to the address where we process them. Be sure to keep the proof of delivery, as this will serve as evidence in case of any problems.

Procedure

Returning a product can be done easily and in a few steps. You proceed as follows:

Physical:

Stop by the Kunla store, during opening hours, and we will start your return there and arrange it together on the spot.

Online:

Send an email to help@kunla.store with the explicit request "I want to revoke my purchase". This way, our customer service department is informed, and we are ready to follow up on your return. We greatly appreciate it if you give us a reason for your return. Of course, you are not obliged to do so. However, quality and customer satisfaction are very important to us. Adjustments can only be made through your feedback and information, so thank you in advance! We will send you an e-mail confirming receipt of your cancellation. Please note: If you have not received a confirmation after 48 hours please be sure to contact us again, as something has gone wrong. Also be sure to ask for proof of delivery to your postal point, and keep a record of it until when your return has been fully processed.

Step 5: Processing

Once we have received your return, you will receive an e-mail from us and the processing will begin.

We review every return request carefully, and as quickly as possible. We may ask a few extra questions to serve you best.

As soon as your return is processed, we will get back to you with an update, namely with your return status.

A return can have three "statuses", specifically:

- Approved

- Approved, but with depreciation

- Rejected 

Below are explanations of each status:

Approved

We have processed your return, carefully reviewed it and determined that it meets all conditions for return with a full refund. We will process the return in our records, and arrange your refund. You can find more about this under the heading "refund" a little further down.

Approved, but with depreciation

We have processed your return, carefully reviewed it and determined that it meets the conditions for return. However, your product shows damage, or signs of use, which prevents us from offering your return product at the same quality to other customers.

We will process the return in our records, and arrange your refund. We deduct the depreciation before refunding you. You can find more about this under the heading "refund" a little further down.

We determine depreciation using the following four criteria:

- Damage to packaging

- Product damage

- Product completeness

- The cost of replacing any missing or destroyed part of the product

Rejected

We have processed your return, carefully reviewed it and determined that it does not meet the conditions for return. We are therefore forced to refuse your return. However, our customer service team, will always look into what we can do for you so that we can find a suitable solution for you.

Refund

If you register your return within 14 days of receiving the goods, we will refund you the full purchase price within 14 days after we have received your order back or after you have proved that you have returned the product, whichever comes first. Please note: purchases made in our physical shop, even if valid for return, are never refunded in cash, only via a purchase receipt.

The refund includes the delivery costs, unless you chose a different delivery method than the cheapest standard delivery offered by us when you placed your order.

The refund will be made by the same means of payment as you used to pay for the goods. Refunds can only be made by another means of payment with your written consent.

If you register your return from the 15th day after receiving the goods, we will pay out your return in the form of a Kunla gift voucher, or Kunla credits. These can be accessed via your my Kunla zone, digitally, or printed via your my Kunla zone. The credits can be used for a purchase on www.kunla.store, are linked to your My Kunla email address, are personal, non-transferable, not valid on the purchase of gift cards/credits and remain valid for 3 years. You can see the date of the credits in your My Kunla zone. The credits do not have to be used in one go, you can also spread them over several purchases.