Help
Returns
Changed your mind? On top of your legal rights, eligible items can be returned within 30 days of delivery. Here is how returns and refunds work.
- 30-day returnsOn eligible items, from delivery
- 14-day withdrawalYour legal right in the EU
- RefundWithin 14 days of your withdrawal
- Faulty or wrong itemSorted at no cost to you
Changed your mind?
30-day returns
On top of your legal rights, eligible items can be returned within 30 days of delivery of the last item in your order.
- Step 1
Contact us
Email support@komtostore.com with your order number and the reason for the return.
- Step 2
Get instructions
We confirm the return and send the instructions. The item goes back to the warehouse it was shipped from:
- Germany and the EU: KOMTO Returns, Lindenstraße 1, 02923 Kodersdorf, Germany
- United Kingdom: KOMTO Returns, Unit 1 Marshbrook Close, Aldermens Green Industrial Estate, Coventry CV2 2NW, United Kingdom
- Step 3
Send it back
Return shipping is at your cost — unless the item is faulty or we sent the wrong product.
- Step 4
Refund
To your original payment method, at the latest within 14 days of your withdrawal notice. We may withhold it until we receive the goods or proof of return.
An item can be returned when it is
- unused and unassembled
- in its original packaging where possible, with all parts and instructions
- sent with your order number
EU right of withdrawal
As a consumer in the EU you can also withdraw within 14 days of receiving the last item, without giving a reason.
If something arrives damaged or faulty
We’ll put it right
Check on arrival
If the box is visibly damaged, note it with the carrier where you can.
Send us photos
Of the packaging and the product, with your order number, as soon as possible.
We sort it out
A replacement, spare parts or a refund — at no cost to you.
Refunds
Back to your payment method
We refund to the original payment method without undue delay and at the latest within 14 days of receiving your withdrawal notice, including the standard delivery costs. We may withhold the refund until we have received the goods or you have supplied proof of return. Your payment provider may take a few more days to show it.
EU right of withdrawal
14 days, no reason needed
Right of withdrawal and model formAs a consumer in the EU you can withdraw within 14 days of receiving the last item in your order. Tell us within those 14 days and send the goods back within 14 days of telling us; you bear the direct cost of the return.
Exceptions
What we can’t take back
- goods made to your specification or clearly personalised
- goods assembled, modified or damaged after delivery (except under warranty)
- goods returned outside the 30-day window without a statutory or warranty claim
Warranty
Covered for manufacturing defects
Warranty detailsIn the EU you also have a two-year legal guarantee for goods that turn out to be defective or not as described.
Want to return something?
Write to us with your order number and the reason for the return — a person from the team replies.