Refund policy

Kongka Furniture – Returns, Refunds & Cancellations Policy

Effective date: 27 January 2026

This policy explains cancellations, returns, exchanges, and refunds for purchases made via www.kongkafurniture.com.

For help, contact us at Kuladej@kongkafurniture.com.

1) Overview

Because Kongka Furniture produces and delivers large, handcrafted furniture (often with specialized packing, handling, and scheduling), we generally do not accept “change of mind” returns after delivery.

We will, however, work with you to resolve issues where:

the Product arrives damaged,
the wrong Product is delivered, or
there is a confirmed manufacturing defect or issue attributable to Kongka.

This policy should be read together with our Terms of Service and Shipping Policy.

A) Cancellation Policy

A1) How to Request a Cancellation

To request a cancellation, please contact us as soon as possible:

Email: Kuladej@kongkafurniture.com

Please include your order number, full name, and the Product(s) you wish to cancel.

A2) Stock Items (Ready-to-Dispatch)

You may cancel any time before dispatch.
If we confirm cancellation before dispatch, we will cancel the order and issue a refund for amounts paid.
No cancellation/admin fee is charged for stock items cancelled before dispatch.

Once an order is dispatched, it can no longer be cancelled.

A3) Made-to-Order / Bespoke Items

Made-to-Order/Bespoke items are products manufactured or customized to your specifications.

You may cancel before production commences.
Production commences when the 50% deposit is received (unless we agree otherwise in writing).
After production commences, Made-to-Order/Bespoke items are non-cancellable and non-refundable, except where required by applicable law or where we agree in writing.

A4) Refund Timing for Cancellations

Approved cancellations are typically refunded within 7–14 business days, depending on payment method and bank/processor timelines.

A5) Payment Processor Fees

Where a payment provider charges fees that are not refundable to us, we may (where permitted) deduct those non-refundable fees from your refund unless the cancellation is due to Kongka’s mistake.

B) Return & Refund Policy

B1) Change-of-Mind Returns

We do not accept change-of-mind returns once the Product has been delivered.

If you wish to return an order, you must contact us before dispatch so we can treat it as a cancellation under Section A.

B2) Eligible Returns (Damaged, Incorrect, or Kongka-at-Fault Issues)

A return, exchange, repair, replacement, or refund may be offered case-by-case if:

the Product is delivered damaged;
you receive an incorrect Product; or
there is a manufacturing defect or quality issue attributable to Kongka.

Reporting windows

Visible transit damage: report within 48 hours of delivery.
Concealed damage / manufacturing issue: report within 30 days of delivery.

Failure to report within these timeframes may affect eligibility for support.

B3) How to Report an Issue (Required Evidence)

your order number and contact details,
a clear description of the issue,
photos/videos of the issue (close-ups and overall views),
photos of packaging/crate and any shipping labels (where applicable), and
if delivery paperwork exists, note any visible damage on the delivery form and share a copy/photo.

Please keep all packaging/crates until the issue is resolved, as carriers and claims processes may require inspection.

B4) What Happens Next (Assessment and Resolution)

Once we receive your report and evidence, we will review and propose a resolution case-by-case. Depending on the situation, we may offer one or more of the following:

repair (preferred for Thailand where feasible),
replacement (in whole or part),
spare parts,
partial refund,
discount/store credit, or
other fair outcome based on the circumstances.

B5) Returns Logistics and Costs

Thailand (Domestic)

If the issue is confirmed to be caused by Kongka (e.g., incorrect item, manufacturing defect, or transit damage under our delivery), we will arrange return pickup/collection where required and cover standard return logistics.

If there are exceptional access conditions (e.g., high floors, difficult access, special lifting requirements), additional handling costs may apply and will be discussed with you in advance.

International

International resolutions are handled case-by-case.

In many cases, a return is not required (due to high cost and customs complexity) and a resolution may be provided via parts, repair guidance, partial refund, discount, replacement components, or another reasonable outcome.
If a return is required or requested, the Customer is generally responsible for return shipping, duties/taxes, and associated costs, unless we agree otherwise in writing.
International customs duties and taxes are typically non-refundable.

B6) Condition of Returned Items

If we request a return, the item must be returned:

unused (unless the issue relates to damage/defect discovered upon delivery),
in pristine condition consistent with the reported issue,
with original packaging/crate where available.

If packaging is missing/damaged, we reserve the right to:

refuse the return, and/or
deduct reasonable costs for re-packaging/re-crating if necessary.

B7) Exchanges

Exchanges may be offered case-by-case and subject to availability, production constraints, and logistics.

B8) Refunds

When refunds may be issued

Refunds are issued only when we confirm eligibility under this policy (for example, where repair/replacement is not feasible or is declined by us or required by law).

Refund timing

Where a refund is approved, refunds are typically processed within 7–14 business days after:

approval (if no return is required), or
receipt and inspection of the returned item (if a return is required).

Refund method

Refunds are issued to the original payment method where possible. For bank/wire transfers, refunds may be made via bank transfer.

Payment processor fees

If an issue is caused by Kongka, we will absorb payment processing fees to the extent reasonably possible. For other situations, non-refundable processor fees may be deducted where permitted.

C) Non-Returnable Items

The following are not eligible for return/refund except where required by applicable law:

Made-to-Order / Bespoke items after production commences (50% deposit received),
items damaged due to misuse, improper care/cleaning, accidents, unauthorized modification, outdoor exposure, or abnormal humidity/warping beyond normal material movement,
natural variations in wood or mother-of-pearl/shell (grain, color, pattern) consistent with the artisanal nature of the Product.

D) Contact

For cancellations, returns, or claim submissions:

Kongka Furniture (Kongka Manufacturer Company Limited)
Email: Kuladej@kongkafurniture.com
Phone: +66 86 983 2788
Address: 41/3 Moo 3, Soi Kantana, Talingchun-Supanburi Road, Bangyai, Nonthaburi 11140, Thailand