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Returns

How do I return an item?

If you have changed your mind or if you are not satisfied with your purchase, you may return it within 14 calendar days from the date on which you received the products. In order to do so, please contact us in writing by sending an e-mail to me@kumo.studio, stating the necessary details to track down your purchase. When we receive your e-mail, we will notify you, by e-mail, that we have received it and tell you how to proceed.

You must return the product in perfect condition and no more than 14 calendar days after receiving the products. Kumo Studio will reimburse the entire cost of the purchase. However, the customer will bear the direct cost of returning the products.

Kumo Studio will reimburse you within 14 calendar days of the date on which we are informed of the decision to return the purchase and it will do so through the same form of payment as you used for the initial transaction. Kumo Studio reserves the right to withhold reimbursement until the products have been received.

The returns policy does not apply to those products or set of products selected in a personalized way by the customer (for example, “personalised kits”). In this case, the client can only exercise their rights of guarantee, by virtue of what is indicated in the following sections.

What should I do if I received the wrong product?

Kumo Studio always checks that the products sent are the same ones as were ordered. However, in the unusual event that we have sent you the wrong product, please write to me@kumo.studio with photos of the product you received and the delivery email you received with the order. In the e-mail subject state the number of the order you placed, so we can process it and provide you with a solution as soon as possible.

Warranty

What does the warranty cover?

All of our products have a one-month ( 1 month ) warranty when the damage or defect is attributable to us. So, if your product is defective, Kumo Studio will pick up your product and exchange it for the correct one and will bear the costs of returning and exchanging it (except for additional costs resulting from choosing express delivery, in which case you must bear that extra cost).

In order to handle the incident, we need you to report it by e-mail to me@kumo.studio, stating the reason for the incident, the order number (this is essential in order to locate the purchase), the delivery email and photos of the damaged or incorrect products so we can assess the situation.

You must have the receipt or delivery email in order to exercise the warranty right.

Once we have received this information, we will contact you to tell you the steps to take. You must inform us of the product’s non-conformity within 15 days of becoming aware of the defect.

If it is not possible to replace the product with another of the same kind, Kumo Studio will return the price you paid for it.

It is important for you to know that our warranty does not cover:

a) Negligent or violent use of the product.
b) Injuries arising from manipulation or alteration of the product.

It is always important to follow any usage or installation instructions for the products we supply. If in doubt, please contact us by e-mail at me@kumo.studio so we can give you advice on how to use the product.

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