Contents

• 1. Reporting a damaged item
• 2. Requesting missing parts
• 3. How do I return an item?

We are confident that your Kudl Home order will go smoothly, and you will instantly fall in love with your item, but sometimes accidents happen. In the unlikely case that you wish to request a refund or there is something wrong with your order, here's everything you need to know on what to do next:

Reporting a damaged item

If your bed or furniture item arrives to you in a damaged condition, these are essential factors to remember:

• Upon arrival, check the packaging or mattress for any tears, indents or crumpled areas that can often identify damage.
• Confirm the condition of the bed, mattress or furniture item before signing for it.
• If damaged, please refuse the product and sign it as 'damaged' or 'wrong item sent' with the courier.
• Please advise us via email at the earliest convenience, but no later than 15 days after receiving your order. We will not accept any notification of damage received after this time scale, and any subsequent claims will be rejected, and all parts required will be chargeable.

Replacement parts or exchange required

• Part numbers affected (can be found on the first page of the instruction manual). Images of all affected parts, close-up and full if possible.
• Batch number if required (can be found on the outside of the box)
• Images of all boxes on arrival.

Returning a product if damaged

• Upon arrival, check the packaging or mattress for any tears, indents or crumpled areas that can often identify damage.
• Confirm the condition of the bed, mattress or furniture item before signing for it.
• If damaged, please refuse the product and sign it as 'damaged' or 'wrong item sent' with the courier.

Please provide us with this information:

• Part numbers affected (can be found on the first page of the instruction manual).
• Images of all affected parts, close-up and full if possible.
• Batch number if required (can be found on the outside of the box)
• Images of all boxes on arrival.

Final steps to take

• If delivery has been accepted and you notice damage after this, please keep the original packaging and be prepared to organise a collection with us for the damaged/faulty item.
• When a collection is organised, please prepare the item to be collected from the ground floor - couriers may refuse to collect from any other floor.
• Upon confirmation of a return, we will aim to collect your order and return it to us within 14 working days.

Requesting missing parts

Because many of our products are delivered flat-packed for self-assembly, there may be an unlikely event where an item arrives with parts missing. If this is the case, please remember to:

• Check that all boxes are present before signing for the item and report any missing items to the courier.
• Accept the given boxes/items and identify which boxes or parts are missing. You can find this information in the instruction’s manual!
• If you are only missing parts of your order, please contact customer services and provide the parts numbers you have not received!
• Please provide images of all the boxes you have received, including the box numbers in close-up photos with fully visible text. We may require you to provide the batch number as well, which can be found on the outside of the box.
• Once we have confirmed your missing parts, these will be dispatched to you as soon as possible.
• Do not attempt to assemble the bed or furniture item before you have confirmed you have all pieces required.
• Please do not dispose of any packaging before receiving the missing parts.

How do I return an item?

If you have met the requirements that are necessary to return an item, then you will need to please provide us with the below information:

• The date that the item will be returned.
• The courier company returning the item.
• The tracking reference number.
• A full image showing that the item has been wrapped in original packaging!

Our return address is:

• Trucklink EU
• Mill Lane Industrial Estate
• Glenfield
• Leicestershire
• LE3 8DX
• ------
• Opening times:
• Mon-Fri: 9am - 4pm
• Sat-Sun: Closed

Some more important information for you to know about returning an item to us is:

• Please make sure to affix your name, address including postcode and order ID number, to the outer packaging.
• It is the customer's responsibility to instruct their courier on where to go and at what time, to return their item to our warehouse successfully.
• Unless previously agreed, it is the customer's responsibility to return their items to Kudl Home, as stated in the Terms and Conditions.

When returning an item to us, it is essential to ensure that you follow our rules to be eligible for a refund. These are:

• To be accepted, your item should be returned wrapped.
• If your order arrives in a condition that is not fit for resale or is damaged beyond what was initially reported, then we will reject the goods, and they will be returned to you immediately.
• Items must arrive in the same condition they are delivered in, or a refund will not be issued!

We strongly recommend using a courier company that requires proof of return for extra peace of mind. This is because we require a signature for the goods on arrival to initiate your refund.