Refund policy

 

Kintu Studio recognizes the “Right to Regret” if you are not satisfied with your order. Applying the Right of Free Withdraw of Directive 2011/83/EU of The European Parliament and of The Council and Decree-law no 24/2014, of 14 February, the return of your order must be made within the deadline maximum of 14 days from the date of receipt. Following the reception of the item, Kintu Studio will refund the buyer for the price (s) paid for the product (s). 

 

General Conditions for Return

  1. Kintu Studio does not offer returns, so the cost associated with returning the item is borne by the customer.
  2. We only accept returns for items in the same condition as originally shipped. Return packages must be shipped with tracking and insurance service. Kintu Studio is not responsible for items damaged or lost in return shipping.
  3. After receiving the return, we will check the conditions of the products and proceed to a refund, through the same form of payment or by issuing a credit voucher to use in a new purchase. Kintu Studio does not refund the cost of shipping the first shipment.

 

Damage or Defective Items

If you have received one or more items that are damaged or defective in origin, you must notify us by email to support@kintustudio.com, indicating the order number, brief description of malfunction or damage. Whenever possible, accompany the email with photographs proving the status of items received.

 

Refund

The refund will be issued within a maximum period of 10 days, counting from the date of receipt of the returned product (s) and through the same payment method used by the buyer. If the buyer wishes to use the amount already paid to exchange for another item of equal or greater value in the online store, he must express this intention by sending an email to support@kintustudio.com, so that the customer support team can process the request. In the latter case, the Kintu team will issue a code that the user can use in a new purchase, thus refunding the amount paid for the product of the first order.

 

Non Refund Cases

We emphasize that after receiving the returned product (s) they will be evaluated by Kintu Suppliers, who must confirm whether the return can be accepted or not.

Decree law 24/2014 of 24 February provides that returns will not be accepted in the following cases: goods made according to consumer specifications or manifestly personalized; sealed goods, for health protection or hygiene reasons, when opened after delivery; goods which, after delivery or by nature, are inseparably mixed with other articles; supply of goods that, by nature, are liable to deteriorate (ceramics and glass). Handmade and natural products are not 100% replicable, so the image that appears on the website is an illustrative reference, and there may always be subtle differences in color, weight, texture, among others. Therefore, we do not accept returns whose argument is that the image does not match exactly.

In the case of returning textile articles, we do not accept them if they are washed or other fabric changes are confirmed.

 

Customs & Import Charges

The customer must assume full responsibility for any orders returned due to unpaid customs charges. Postal charges, return shipping costs, customs charges and handling fees will be deductible from your refund.

If you are outside the European Union make sure to send your item accompanied by the due temporary export paperwork.