At KOOKU, most of our objects are made to order and handcrafted individually for each client. As such, we are committed to transparency and fairness in how we approach returns and cancellations — while also protecting the integrity of our creators and the nature of bespoke production.
1. Made-to-order pieces
All pieces made to order are non-cancellable and non-refundable once production has begun. After confirming your order, the full amount becomes due and no refund can be issued. We kindly ask that you consider your purchase carefully, as each object is commissioned specifically for you.
2. In-stock pieces
In the case of available in-stock items purchased online, you may exercise your right of withdrawal within 14 days from the date of delivery, provided that:
- You are a resident of the European Economic Area (EEA).
- The item has not been used, damaged, or altered in any way.
- It is returned in its original packaging and in the same condition in which it was received.
Please notify us at [email protected] before initiating a return. Return shipping costs are the client’s responsibility. After receiving and inspecting the returned item, we will refund the original item price and outbound delivery cost. Items that do not meet the above conditions may be subject to a reduced refund or refusal.
3. Transport damage
All KOOKU shipments are insured during transport if arranged by us. Upon receiving your order:
- inspect the packaging immediately.
- If you detect visible damage, note this on the delivery note and contact us within 48 hours, including photographs.
- If the item was damaged during shipping, KOOKU will manage the claim and offer a refund or replacement once the carrier confirms liability.
Please note: if you or your carrier collect the item directly (EXW), you assume full responsibility upon pick-up. In such cases, KOOKU is not liable for any damage incurred in transit.
4. Returns due to defect or KOOKU’s error
If you receive a product that is defective or incorrect due to our fault:
- Contact us within 7 days of receiving the order.
- Provide detailed photographs and a description of the issue.
- Return the item in its original packaging and condition (unless instructed otherwise).
Upon verifying the issue, we will refund the product, including both outbound and return shipping fees. Replacement items will be produced within the standard lead time.
5. Exclusions
We cannot accept returns for:
- Products damaged after delivery or during installation.
- Items missing their original packaging or components.
- Products altered, installed, or customized post-delivery.
- Lighting fixtures that have been wired or mounted.
If you have any doubts before purchasing, we encourage you to contact us directly. We are here to help you choose the right object — one that brings meaning, beauty, and permanence to your space.