Last updated: 6 October 2026
Start a return
Email support@au-kw.com with your order number and the items concerned. We will provide the correct return destination and instructions, including arrangements for bulky furniture. Please do not send goods to a supplier or manufacturer without instructions. AU-KW is located in the United Kingdom.
Changing your mind
For eligible online purchases, notify us of cancellation within 14 days after delivery, then return the goods within another 14 days. No reason is required. You pay the direct return cost for a change of mind; any collection charge for goods that cannot be posted must be disclosed before purchase.
You may inspect goods as you would in a shop. Excess handling that reduces their value can affect the refund. Pack returns securely; original packaging is helpful but does not remove statutory rights.
Refunds
We refund the original payment method within 14 days of receiving returned goods or evidence of return, whichever is earlier, unless we collect them. A full-order cancellation includes standard outbound delivery; premium delivery upgrades need not be refunded.
Faulty or misdescribed goods
Contact us about faults, damage or incorrect items. Statutory refund, repair or replacement rights apply; we cover reasonable return costs for valid claims. Sale items have the same rights.
Exceptions
The change-of-mind right may exclude bespoke or personalised goods and other lawful exceptions identified before purchase. Faulty-goods rights still apply.
Cancellation message
You may email: “I wish to cancel my order.” Include the order number, items, order and delivery dates, your name and contact address. A clear cancellation statement is sufficient.
Questions or a missing refund? Contact support@au-kw.com. This policy does not restrict your statutory rights.