Returns

GENERAL POLICY

We want you to be happy with any KOUBOO item you have purchased or received as a gift. If you are dissatisfied for any reason, please return the item within 30 days for a refund. Refunds do not include rush-shipping charges should you have opted to expedite your order.

NOTE: Small variations in size and color are to be expected as our products are handmade from natural materials.

In general the return shipping cost is your responsibility, however we do cover the cost in the case we make a mistake. Products that get damaged in shipping will be replaced at our expense or are eligible for a full refund. Please understand that items that are on SALE cannot be returned. The sale is final.

Please inspect your purchase and report any damage or mistake within 3 days of receipt to info@kouboo.com in order to be eligible for a replacement or refund. Include the order number in your mail.

HOW TO SHIP BACK

We offer three ways to ship back your order:

1. Contact us at info@kouboo.com with your order number and let us know what item you would like to ship back. We will provide you with a Fedex shipping label that you will need to print out, affix it to the package and take to any Fedex drop-off. When emailing you the shipping label we will provide the cost which in turn will be deducted from the refund.
2. Via your own preferred carrier. Add your order number to the shipping label. You will cover the cost of shipping and will receive a refund for the purchased amount. Please consider adding insurance in case the return is lost or gets damaged in transit. We are not responsible for lost or damaged returns. The return shipping address is

Eleets 3PL – KOUBOO
2430 South Grand Avenue
Santa Ana, CA 92705

Phone: 714-426-4255 (Number is not a customer help line)

3. To return a large piece of furniture for which the delivery agent asked you to sign, please contact us at info@kouboo.com. We will contact the same delivery company that in turn will call you to schedule the pick-up the same way it handled the delivery. The return shipping cost will be deducted from your final refund.

To return your KOUBOO purchase please send us the product back in its original packaging with the original protection or appropriate amount of padding. Please do not write and put any marking on the box. We deduct a restocking fee of 10% of the item value from your refund in case you are not using the original box.

Please allow us 3 business days to process and refund your return upon receipt at our warehouse.

Refunds are issued to the original method of payment. For orders with expedited shipping, the cost charged for shipping is non-refundable.

LIGHTING

Lamps that have been installed and wired cannot be returned for liability reasons. If returned despite having been installed and/or wired, we will refuse to refund the return.

Chandeliers with shell strands are subject to a 25% restocking fee in case they are returned with the strands unpackaged and unfurled.

ALTERED ITEMS

Any item that has been altered by the customer cannot be returned for any reason.

ORDER CANCELLATION

An order may be cancelled before it ships. Once an order is loaded into a truck or has left our warehouse, it can no longer be cancelled. We also do not turn orders around once shipped to avoid loss in transit. Should you wish to cancel an order after it shipped, you can refuse delivery or receive it to ship it back to us. In both cases you will be responsible for the return shipping cost.