Returns & Refunds
You have 30 days from the delivery date to return any item purchased from KotoDesk, no explanation needed. Below are the standards, the process, the shipping liabilities, and the exact refund timeline.
Conditions
Products must be returned within exactly 30 days from delivery. Returned ergonomic goods must remain in pristine, unassembled condition, inside original packaging with all protective internal padding, manuals, screws, mounting brackets, and hardware intact.
Initiating your return
- Transmit a return notification to [email protected] specifying the original order number, item description, and reason for return.
- Receive an official Return Merchandise Authorization (RMA) along with designated domestic warehouse return instructions.
- Repack the equipment securely inside its original protective packaging, ensuring all parts and hardware bags remain complete.
- Receive reimbursement to your designated bank account within 3 to 10 business days after the return passes physical warehouse inspection.
Who pays return shipping
When a product arrives damaged, defective, or mispicked, we cover freight: we issue a prepaid shipping slip or book a courier pickup. For standard buyer returns, you cover transit postage; we apply no added restocking fees.
Refund timing and method
We authorize payment within 3 business days of an approved physical inspection. Cash-on-delivery payments return via direct bank transfer to your provided IBAN; prepaid transfers return to the originating account. Banking networks usually settle transactions within 1-5 business days.
Resolution by issue type
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Dispatching the correct model while retrieving the wrong package | None |
| Parcel lost | Replacement dispatch or full reimbursement following a courier tracer investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the item purchase price | Return shipping only |
Exchanges
To swap for another dimension, model, or setup, send the current piece back through our return process and place an order for the replacement; we credit the original purchase upon inspection. If an exchange resolves our workshop error, the replacement parcel travels at zero charge.
Cancelling an order
You can stop an order at zero cost before physical dispatch occurs. Notify [email protected] with your order code. Once the courier collects the freight, the standard return protocol takes over.
Questions about this policy
Email [email protected] or reach +44 115 682 0076 during Mon-Fri 08:00-17:15, Sat 09:45-14:30. We answer all inquiries within one business day.
- Merchant
- KotoDesk Ergonomics Ltd.
- Registered address
- 14 Stoney Street, Nottingham, NG1 1LL, United Kingdom
- [email protected]
- Phone
- +44 115 682 0076
- Working hours
- Mon-Fri 08:00-17:15, Sat 09:45-14:30
- Registration
- Company No. 14560819