Refund policy
Last updated:13th August 2026
At KULORI, we want your purchase to arrive as expected and for our returns process to be clear and straightforward.
This policy applies to consumer purchases made through www.kulori.com and is intended to comply with Maltese and European Union consumer law.
Nothing in this policy limits or excludes your mandatory statutory rights.
1. 14-DAY RIGHT OF WITHDRAWAL
If you purchase from KULORI as a consumer through our online store, you generally have the legal right to withdraw from your purchase within 14 days without giving a reason, unless a statutory exception applies.
For most products, the 14-day period begins on the day after you, or a person nominated by you other than the carrier, physically receives the goods.
Where one order contains several goods delivered separately, the withdrawal period is calculated in accordance with applicable consumer law.
Malta's Consumer Rights Regulations permit the consumer to exercise withdrawal by using a model withdrawal form or by making another clear and unequivocal statement before the withdrawal period expires.
2. HOW TO REQUEST A RETURN
- To exercise your right of withdrawal, inform KULORI clearly that you wish to withdraw from your purchase before the 14-day period expires.
You may contact us through:
Email: support@kulori.com
Telephone / WhatsApp: +356 79023404
KULORI Contact Page: www.kulori.com/pages/contact
You do not need to provide a reason for exercising a valid statutory withdrawal right.
Please provide:
- your name;
- order number;
- the product you wish to return; and
- your preferred contact details.
We will provide the relevant return instructions.
3. RETURN DEADLINE
After informing KULORI that you are withdrawing from the contract, the goods must be sent back or handed over within 14 days from the date you communicated your withdrawal, unless KULORI has agreed to collect them.
4. RETURN OPTIONS — MALTA
For eligible returns within Malta, KULORI may arrange free collection, depending on the location, product and practical collection arrangements.
Collection may be arranged at an agreed location that is convenient for both KULORI and the customer.
Where free collection is offered and agreed, no standard Malta collection charge will apply.
Alternatively, you may arrange the return yourself after contacting us for return instructions.
5. RETURN OPTIONS — GOZO
Customers in Gozo retain the same statutory withdrawal rights as customers elsewhere.
Where you choose to return the item yourself, you may do so in accordance with the return instructions provided by KULORI.
If you request KULORI to arrange collection or transport from Gozo, an additional Gozo transport charge may apply.
The applicable transport charge will be communicated to you before the collection is confirmed.
The Gozo transport charge applies to the optional collection/transport service and does not remove or reduce your statutory right of withdrawal.
6. RETURNING LARGE, FRAGILE OR HIGH-VALUE PRODUCTS
For furniture, mirrors, lighting, large sculptures, artwork and other fragile or oversized products, please contact us before arranging transportation.
This helps ensure that the product is returned using an appropriate method and reduces the risk of damage during transport.
Where you arrange your own return, you are responsible for ensuring that the product is packaged appropriately for the chosen transport method.
7. CONDITION OF RETURNED PRODUCTS
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to the way you would reasonably examine it in a physical shop.
You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for this purpose, as provided by applicable law.
We strongly recommend returning products with:
- All supplied parts and accessories;
- Certificates of Authenticity, where supplied;
- documentation supplied with the product; and
- appropriate protective packaging.
For fragile products, we strongly recommend retaining and reusing the original protective packaging where reasonably possible.
Original packaging is not, by itself, a legal condition for exercising the statutory right of withdrawal.
However, the customer may be responsible for diminished value or damage resulting from unnecessary handling or inadequate return packaging where permitted by law.
8. CERTIFICATES OF AUTHENTICITY AND NUMBERED PIECES
Where a sculpture, artwork or limited-edition product was supplied with:
- a Certificate of Authenticity;
- numbered documentation;
- artist documentation; or
- another item forming part of the product,
that documentation should be returned together with the product.
Missing or damaged authenticity documentation may materially reduce the value of a collectible product and may therefore be taken into account where permitted by law.
9. RETURN COSTS
Where KULORI has expressly offered free Malta collection, KULORI will cover that agreed collection.
Where you arrange a return yourself, you are responsible for the direct return cost unless:
- KULORI has agreed otherwise; or
- the cost must legally be borne by KULORI because the product is defective, damaged, incorrect or otherwise non-conforming.
For Gozo, an additional transport charge may apply where KULORI is specifically requested to arrange the return collection.
10. REFUNDS AFTER WITHDRAWAL
Where you validly exercise your statutory right of withdrawal, KULORI will refund the payments that must be reimbursed under applicable law.
This generally includes the original price paid for the returned products and, where legally required, the cost of the least expensive standard delivery option originally offered by KULORI.
If you chose a more expensive or enhanced delivery option, KULORI is not required to reimburse the additional amount above the standard delivery cost to the extent permitted by law.
11. WHEN WILL THE REFUND BE ISSUED?
Refunds will be processed within the period required by applicable consumer law.
For sales of goods, KULORI may withhold the refund until:
-We have received the returned goods; or
-you provide evidence that you have sent the goods back,
whichever occurs first, where legally permitted.
Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed.
12. MADE-TO-ORDER PRODUCTS
A standard product is not automatically non-returnable merely because it is made or produced after you place your order.
If you order a standard KULORI product without requesting individual customisation or personalisation, the statutory withdrawal right will continue to apply unless another legal exception applies.
13. CUSTOMISED OR PERSONALISED PRODUCTS
The statutory 14-day withdrawal right may not apply to goods that are:
- made to your individual specifications; or
-clearly personalised for you,
where the statutory exception under applicable consumer law applies.
Examples may include a product produced with customer-selected bespoke specifications, personalised text, individually requested modifications or other substantial customisation.
Where applicable, the personalised nature of the product will be made clear before purchase.
This exception does not remove your legal rights if the personalised product arrives damaged, defective, incorrect or does not conform to the agreed specification.
14. PRE-ORDERS AND PRODUCTS AWAITING STOCK
A product does not lose statutory consumer protections simply because it was sold as a pre-order or was awaiting stock.
Where the statutory right of withdrawal applies, it will be calculated in accordance with the date on which the goods are physically received.
15. SALE AND DISCOUNTED PRODUCTS
Sale and discounted products are not automatically final sale.
Where the statutory 14-day right of withdrawal applies, it applies regardless of whether the product was purchased:
- At full price; or
- using a promotional code;
Mandatory rights relating to defective or non-conforming goods also remain fully applicable.
16. DAMAGED PRODUCTS ON DELIVERY
If your order arrives damaged, please contact us as soon as reasonably possible.
Email:
Please include where possible:
- your order number;
- photographs of the product;
- photographs of the external packaging;
- photographs of the internal protective packaging; and
- a description of the damage.
For transport-damaged large or fragile items, please retain the packaging until we have reviewed the issue where reasonably possible.
Reporting transport damage promptly helps us investigate the matter with the delivery provider.
However, failure to report damage immediately does not automatically remove your statutory rights.
17. DEFECTIVE OR NON-CONFORMING GOODS
The 14-day withdrawal right is separate from your rights when a product is defective or does not conform to the sales contract.
Under applicable consumer law, you may be entitled to remedies such as:
- repair;
-replacement;
- an appropriate reduction in price; or
- termination of the contract and refund,
depending on the circumstances and the remedy available under law.
Where a product is legally non-conforming, the applicable statutory remedy will be provided without improperly charging the consumer costs that must legally be borne by the seller.
Applicable Maltese law incorporates consumer conformity and remedies requirements relating to goods.
18. INCORRECT PRODUCTS
If KULORI sends you a product different from the product ordered, contact us at:
We will arrange an appropriate solution in accordance with your statutory rights.
19. CHANGE OF MIND VS. DEFECTIVE GOODS
A change-of-mind withdrawal within the statutory 14-day period and a claim regarding defective or non-conforming goods are different legal rights.
The expiry of the 14-day withdrawal period does not remove any separate statutory rights you may have relating to defective or non-conforming goods.
20. ORDER CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before dispatch, contact us as quickly as possible.
Where the order has not yet entered a stage where cancellation is impractical, we will try to accommodate your request.
This operational cancellation process is separate from any statutory right of withdrawal.
Different rules may apply to personalised goods where a statutory withdrawal exception exists.
21. NON-RETURNABLE ITEMS
We will only treat a product as excluded from the statutory right of withdrawal where a recognised legal exception applies.
We will not remove statutory withdrawal rights merely because:
an item was discounted;
- an item was on sale;
- packaging was opened solely for reasonable inspection; or
- a standard item was produced after the order was placed.
22. EXCHANGES
Where you would prefer another product, please contact us.
An exchange may be arranged where stock and circumstances allow.
Unless otherwise agreed, an exchange arrangement does not replace or restrict any statutory right to which you are entitled.
23. REFUND OF DELIVERY COSTS FOR DEFECTIVE GOODS
Where goods are defective or non-conforming and applicable law requires KULORI to bear the cost of returning or replacing them, KULORI will do so.
This is different from the cost of returning a non-defective item because you have exercised the statutory right of withdrawal.
24. CONTACT US
For returns, refunds, damages or order issues:
KULORI
Trading name: KULORI
Contact Form: https://kulori.com/pages/contact
Telephone / WhatsApp: +356 79023404
Email: info@kulori.com
Customer support: support@kulori.com
Sales: sales@kulori.com
Website: www.kulori.com
VAT number: MT24754509
Business address: Triq il-Fortizza, Pembroke, Malta