Returns, Cancellations and Refunds

Please note that the terms below are the terms of Baumhaus, our furniture supplier.


We accept returns for transit damage, providing that the delivery was carried out in full on a Kinetic Logistics vehicle and that we are informed within 7 days of the delivery via the 'Baumhaus returns form'. Any manufacture or product quality issues can be returned providing we are notified with 30 days via the 'Baumhaus returns form' and that we accept the issue as being a valid quality issue. Any item being returned must be back to us no later than 30 days of the date the 'Returns Authorisation Number' was issued. Any item returned after 30 days will be rejected. Kinetic Logistics accept no responsibility for the return delivery cost for any item being 'returned' from 'outside' the British mainland, if an issue arises, Kinetic Logistics will attempt to resolve the issue with a fair and reasonable financial offer.

Because we are confident in the quality of our pieces and the representation of our products in the advertisements, the carriage costs relating to the return will be at the Business Partnerís expense unless extenuating circumstances are agreed by Baumhaus. We only ever chargeback our 'cost' for returns, or alternatively, our Business Partners can use their own designated carrier to return the item.

All return items must reselleable in 'as new' condition, therefore they must be in the original wrappings and unused and unassembled (if applicable). Please ensure that the person unwrapping the item is very careful to keep the packaging intact. This is also essential in preventing the item being damaged on its return. If the item is a drop-ship item, it is the responsibility of the Business Partner to convey these instructions to the end customer. Responsibility for items damaged during return because of inadequate wrapping lies with the Business Partner. We regret that under no circumstances can we accept returns that do no have their original packaging.

In the event of order cancellation - If you have not received the goods at the time of cancellation of the contract, and we have not processed the goods for delivery, we will credit your account for the goods in question including the delivery and in any event within 30 days of the cancellation being accepted by us.

Nearly all damage occurs during transit. If you are using the Baumhaus delivery service, all items are signed for as proof of delivery. Please ensure that prior to signing, you (or your customer) check that the packaging is intact. We are unable to accept claims for damages where the item has been signed for as Ďpackaging intactí.

Damages will be replaced free of charge, providing that you inform us via Email within 7 days of the item being delivered.

All damage claims must be supported by evidence in the form of digital photographs which you should email to us.

We are unable to accept the return of any damaged items if the item was not delivered by Baumhaus Ltd.

Defective Items
In the highly unlikely event that an item is defective, you must inform us by Email within 30 days.

Claims for defective items must be supported by evidence in the form of digital photographs which you should email to us

Baumhaus will inspect the item to verify that the item is defective and if it is, the Business Partner's account will be credited for the full value of that item, including carriage. If the item is deemed not to be defective, a full explanation will be provided by Baumhaus. Baumhaus has the final say on whether an item is defective or not. The value of the credit issued to the Business Partner is at Baumhaus's discretion and each case will be considered on its own merit.

Taking into account the varying individual conditions to which the furniture could be subject once delivered, under no circumstances will we replace or refund items once 30 days has elapsed since delivery.

Where an item has been returned using our 7 day return policy, a refund will be issued via a credit note to our Business Partnerís account. Delivery charges incurred do not get credited.

Baumhaus reserve their right to decide whether a damaged or defective item is replaced or refunded. Where the refund option is selected, it will be issued via a Credit Note to your Business Partner account.

All orders must be cancelled in writing via email. Please send cancellations to Orders can only be cancelled prior to despatch. Once the item has left the building the full delivery and return costs will be incurred.