RETURN & REFUND POLICY

1. Statutory Right of Withdrawal

If you are a consumer purchasing a product online, you generally have the right to withdraw from the purchase without providing a reason within 14 days, except where a statutory exception applies.

For goods, the 14-day period generally begins on the day when you, or a third party designated by you other than the carrier, physically receive the goods.

Where multiple goods from a single order are delivered separately, the period generally begins when the final item is received.

2. How to Exercise Your Right of Withdrawal

Before the withdrawal period expires, you must clearly inform us that you wish to withdraw from the contract.

You may contact:

FAMILY BUSINESS SOLUTIONS SRL
Email: office.kitakami@gmail.com
Phone: +40 735 432 670

You may use a model withdrawal form or make any other clear and unequivocal statement indicating that you wish to withdraw from the contract.

Where an online withdrawal function is provided on the website, you may also use that function.

The withdrawal is considered made within the deadline if your notice is sent before the withdrawal period expires.

3. Returning Products

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you notified us of your decision.

Please contact us before shipping the return so that we can provide the appropriate return instructions and confirm the return address.

Unless we agree otherwise or the product is defective, incorrect or non-conforming, the customer is responsible for the direct cost of returning the product.

Because Kitakami Kids sells furniture and potentially bulky products that may not normally be returned using ordinary postal services, return shipping costs may be significantly higher than standard parcel postage. Customers should obtain the relevant transport cost before returning the item.

4. Condition of Returned Products

You may inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

You may be responsible for any diminished value resulting from handling beyond what is necessary for such inspection.

Where possible, products should be returned:

• complete;

• with all parts and accessories;

• with assembly components;

• with instructions;

• suitably protected for transport.

Original packaging should be used where reasonably possible, particularly where it is necessary to protect the product during transport.

5. Refunds

Where the statutory withdrawal right is validly exercised, we will refund amounts required by applicable law without undue delay and, in any event, no later than 14 days after being informed of your decision to withdraw.

Unless we have offered to collect the goods ourselves, we may withhold reimbursement until:

• we receive the returned goods; or

• you provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.

You will not be charged a fee by us solely for receiving the refund.

Where applicable, the statutory refund includes the cost of the least expensive standard delivery method originally offered. Additional costs resulting from a more expensive delivery option selected by the customer do not have to be refunded.

6. Personalised and Custom-Made Products

Under applicable consumer legislation, the statutory withdrawal right does not apply to goods that are:

• made according to specifications supplied by the consumer; or

• clearly personalised.

Where a Kitakami Kids product is genuinely manufactured to individual specifications specifically requested by the customer or clearly personalised for that customer, we will inform the customer where the statutory withdrawal exception applies.

A product will not automatically be treated as non-returnable solely because it is manufactured after an order is received.

7. Defective, Damaged or Incorrect Products

The statutory withdrawal policy is separate from your legal rights relating to defective or non-conforming products.

If a product:

• arrives damaged;

• is defective;

• is incomplete;

• is different from the product ordered; or

• otherwise does not conform to the sales contract,

please contact us as soon as reasonably possible at shimakazedesign@gmail.com.

Please include:

• your name;

• order number;

• description of the issue;

• photographs or video where useful.

Your mandatory rights under the legal guarantee of conformity remain unaffected.

8. Damage During Return Transport

Customers are responsible for packaging returned goods appropriately.

Where the return is organised by the customer and damage results from inadequate return packaging, this may affect the amount reimbursed to the extent permitted by applicable law.

9. Cancellation Before Dispatch

If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible.

If production has not started and the order can be cancelled, we will confirm the cancellation.

For individually customised products, cancellation rights may be restricted once personalised production has begun, subject to applicable law and the information given to the customer before purchase.

10. Exchanges

Where possible, we may agree to an exchange.

An exchange offered as a customer service does not replace or limit statutory consumer rights.