Returns Policy

At Kurato, we want our customers to be completely satisfied with their purchases. If for any reason you are not happy with your order, you may return it to the seller for a refund or exchange subject to the terms and conditions below.

1. Returning an Item

If you need to return an item, please firstly ensure it does not meet the exclusion criteria listed in this document, then follow the steps below:

  1. Contact the seller

Contact the seller directly to inform them that you wish to return your item within 14 days of receiving it. You can message the seller directly by visiting the product listing, going into the Vendor Information tab and clicking the "Contact Seller" button and submitting and enquiry using the form. The seller will provide you with their returns address and instructions on how to return the item. If you are due a return shipping refund the seller may offer you a returns label to print off or ask you to provide proof of postage and then refund you the cost directly. We recommend you use a fully tracked service. If for some reason you are unable to contact the seller directly please reach out to support@kurato.co.uk

  1. Package the item

Package the item securely and include the original packaging and any tags or labels that were included with the item.

  1. Ship the item

Ship the item to the address provided by the seller within 14 days of receiving the return address or within 28 days, whichever is sooner. We recommend that you use a fully trackable shipping method and retain proof of postage.

  1. Wait for the seller's response

Once the seller has received your returned item, they will inspect it and determine whether a refund or exchange is applicable. The seller will contact you directly to inform you of their decision within 3 - 5 days of receiving the item back.

Please note that the cost of returning the item is the responsibility of the customer unless the item is faulty or damaged or an incorrect item was sent. If the item is faulty or damaged or incorrect, the seller must offer to refund the return shipping costs.

2. Exclusions

The following items are non-returnable:

  • Perishable products such as food and plants
  • Personal products sold with a hygiene seal where that seal has been broken, such as earrings, underwear, and swimwear
  • Personalized products unless it arrived broken or damaged. 
  • Made to order items. Unless the seller agrees otherwise or it's broken or damaged.
  • Any product that has been used, returned without original packaging or tags, or is returned in an unsaleable condition. Items that show signs of wear or damage will not be accepted.
  • You have not reported damage in time: See section 8 on this page titled "8. Reporting Damage"

If you have any questions regarding a seller's returns policy, please contact the seller directly. If you have any issues you can get in touch with us at support@kurato.co.uk

3. Cancelling an Order

If you wish to cancel an order, please contact the seller as soon as possible. If the order has not yet been shipped, the seller may be able to cancel the order and provide a full refund. If the order has already been shipped, you will need to follow the returns process outlined above.

4. Can I return a product for an exchange instead of a refund?

If you wish to exchange a product, please return your item by following the standard returns procedure and place a new order for your replacement item through Kurato.co.uk

5. Have you received my returns?

As soon as your returned products have been received by the Seller, they should contact you to let you know that your return has been received and your refund has been processed. Please allow 3-5 working days for the refund to be processed by your payment provider. If you would like to know exactly when your return is received by the seller we would advise sending your returns by a fully tracked service.

6. Return Shipping Refunds

If your product is damaged, faulty, or you have received an incorrect product, then the seller must refund the cost of return shipping if you are asked to return it to their address. If you are returning a product for any other reason (e.g. it is different to expected or doesn't fit), the seller is not required to cover the cost of return. In the case of damage, this damage must be reported within 24 hours of receiving the order.

7. Delivery Cost Refunds

The initial delivery fee should be refunded by the seller where ALL items shipped from that seller where either damaged, faulty, or incorrect. Please note: the refund of delivery costs only applies to customers within the EEA. We are unable to refund shipping charges for customers outside the EEA.

8. Reporting Damage

In the case of damage, any damage must be reported to the seller within 24 hours of receiving the order. You must take a photograph as evidence of the damage within 24 hours of receiving the order and send this separately to support@kurato.co.uk within 24 hours. If the damage is not reported within this timescale and photographic evidence submitted within this timescale, we may not be able to honour a refund or return of the item.

Contact Us

If you have any further questions about returns or cancellations, please contact the seller directly or visit our Contact Us page.

This policy was last updated on August 28st, 2023.