Complaints and Guarantees

If something is wrong with your order, we help quickly, fairly and with a solution in mind.

Your satisfaction comes first

If a product from I Love KURA does not meet your expectations, or something has gone wrong, we will sort it out.

Please contact us before sending anything back:

info@ilovekura.eu

Your statutory rights

All orders placed through www.ilovekura.eu are covered by the statutory rules on conformity of goods. If the goods you receive are faulty or otherwise do not conform to the contract, you have the rights the law gives you.

The period during which you can claim depends on your country:

Country Period
France, Italy, Belgium 2 years from delivery
Spain, Portugal 3 years from delivery
Netherlands No fixed period — what governs is the lifespan you may reasonably expect from the product
How to report a problem

Please send us:

your order number
the name of the buyer
a short description of the problem
photographs of the fault or damage
for transport damage, photographs of the packaging as well

This helps us deal with your case faster.

Transport damage

Please check your order for visible damage as soon as it arrives.

If a parcel has been damaged in transit, tell us promptly. Reporting late does not affect your statutory rights, but it does make it easier for us to take the matter up with the carrier.

Natural characteristics of wood

Many I Love KURA products are made wholly or partly of wood.

Wood is a natural material. Differences in:

grain
colour
knot structure
natural surface pattern
minor variations typical of the material

occur naturally and do not constitute a fault, provided the product remains fit for use.

Damage caused during assembly

Please follow the assembly instructions carefully.

Damage caused by incorrect assembly, improper use, overloading, modifications you make yourself or failure to follow the instructions is not covered by the statutory guarantee.

If a fault arises because our instructions were unclear or incorrect, that is our responsibility.

Missing parts or wrong item

If parts are missing or you have received the wrong item, contact us immediately. We will find a solution as quickly as we can.

Repair or replacement

Where a product does not conform to the contract, we put it right by repair or replacement. The choice is yours, unless the option you choose is impossible or would cost us disproportionately more than the other.

Depending on the fault, this may mean:

repair
sending a replacement part
replacing individual components
replacing the item

For furniture parts and modular products, replacing individual components is often enough and is the quickest route to a working product.

We bear the costs of putting things right, including shipping, labour and materials.

Price reduction or cancelling the contract

If putting things right is impossible or disproportionate, if we refuse, if it does not happen within a reasonable time, or if it causes you significant inconvenience, you can:

ask for a reduction in the price
cancel the contract and receive a refund
ask for a replacement

In these cases, the return is at our cost.

Returning goods when something is faulty

Please do not send goods back before contacting us.

Once we have looked at your case, we tell you:

what happens next
the correct return address
whether we can provide a shipping label
whether we can arrange collection for larger consignments
Complaints and dispute resolution

We aim to resolve complaints directly. Please write to info@ilovekura.eu first.

If we cannot reach agreement, a list of consumer dispute resolution bodies across the EU is available from the European Commission at consumer-redress.ec.europa.eu/dispute-resolution-bodies.