Refund policy

Refund & Returns Policy

This policy applies to orders placed on koforto.com.

In short

1. Your right to cancel — the first 14 days

You may cancel your order for any reason within 14 days of the day you receive it. Email support@koforto.com and we will reply within one business day to talk it through. Where a return is the right outcome, we will send you a return reference and the return address. A model cancellation form is at the end of this page; you are welcome to use it, but you do not have to.

Send the goods back within 14 days of telling us. Please use a tracked service and keep your proof of postage. We may hold the refund until the goods reach us, or until you show proof that you have sent them, whichever comes first. Return postage is yours to pay.

We refund the price you paid plus the standard delivery charge you were charged, within 14 days of that point.

You are welcome to open the packaging and handle the item as you would in a shop. If it comes back showing more than that — washed, used, marked, scented or carrying pet hair — we will deduct the amount by which its value has fallen. An item that cannot be resold has lost its full value.

2. 30-day returns — days 15 to 30

This is our own offer, on top of the law. Up to 30 days from delivery we will accept a return if the item is unwashed, unused, free of marks, odours and pet hair, and comes back complete. Damage to the outer packaging does not affect this. Return postage is yours to pay, and returns under this section must be sent with a tracked service — we cannot process a parcel we are unable to trace. One return per order under this section.

If a return arrives outside these conditions we will contact you with photographs before deciding, and we may offer a partial refund instead.

3. The 100-Night Quality Promise

For 100 nights from delivery, if your item develops a manufacturing fault in normal domestic use — a seam opening, stitching or tufting giving way, or a fastening failing — we replace it free of charge and cover postage in both directions.

To claim, email support@koforto.com with your order number and clear photographs of the fault and of the care label. We reply within one business day. We may ask for the item back before sending a replacement; we pay that postage, and it must be sent with a tracked service.

Not covered: ordinary wear; fading, shrinkage or damage caused by washing outside the care instructions; damage from pets, burns, bleach, sharp objects or commercial laundering; or the item no longer suiting you. For change of mind, see sections 1 and 2.

One replacement per item. The promise carries over to the replacement for whatever remains of the original 100 nights.

This is a voluntary guarantee. It is offered in addition to your legal rights and does not affect them.

4. Damaged, faulty or wrong items

If your parcel arrives damaged, incomplete or with the wrong item, email support@koforto.com within 14 days of delivery with photographs of the item and of the outer packaging. We will put it right at our cost. Telling us promptly matters because we have to raise the claim with the carrier.

Separately from that, your legal rights are unaffected. In the UK the Consumer Rights Act 2015 applies in full, including the right to reject faulty goods within 30 days of delivery. In the EU the two-year legal guarantee of conformity applies in full. Orders delivered outside the UK and EU are covered by local consumer law. Nothing on this page limits those rights.

5. How to return something

1. Email support@koforto.com with your order number and a note about the problem. We reply within one business day.
2. Please do not send anything back before you have heard from us. Parcels that arrive without a return reference cannot be matched to an order.
3. Pack the item complete and dry, post it with a tracked service, and keep the receipt.

6. Refunds

Approved refunds go back to the original payment method only, within 3 business days of approval. Your bank or card issuer may take a further 5 to 10 days to show it.

7. Fair use

We keep returns simple for the people who need them. Where we see a pattern that falls outside these terms — repeated returns of washed or incomplete items, or repeated claims on orders that were never sent back — we may ask for further evidence before approving a claim, and we may decline future orders. This never affects your statutory rights on an order you have already placed.

8. Model cancellation form

To: KOFORTO LIMITED, support@koforto.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:

Order number:

Name:

Address:

Date:

Questions

support@koforto.com — one business day, Monday to Friday.