Terms & Conditions
Customer Care
At Koguaz, we prioritize your experience and satisfaction. Our Customer Care section is designed to ensure you can reach us easily for any inquiries or concerns regarding our products. We are committed to providing high-quality kitchenware and household items crafted from real hardwood, and we want you to feel confident in your purchase. Don't hesitate to get in touch with our dedicated team for any assistance you may need.
Privacy & Safety
Your privacy is paramount to us at Koguaz. This Privacy & Safety policy outlines how we collect, store, and protect your personal information. We utilize secure third-party payment processors to ensure your transactions are safe. We are transparent about the data we collect and how we use it, so you can shop with peace of mind, knowing your information is safeguarded.
Wholesale Inquiries
If you're interested in carrying Koguaz products in your retail store, our Wholesale Inquiries section provides all the details you need. We welcome partnerships with retailers who share our passion for quality woodworking. Here, you can find information on how to collaborate with us and bring our handcrafted kitchenware to your customers. Let's work together to enhance their homes with our beautiful hardwood items.
Payment Methods
- Credit / Debit Cards
SQUARE
Offline Payments
Terms & Conditions​
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Welcome to Koguaz. These Terms and Conditions outline the rules and regulations for the use of the Koguaz website, located at www.koguaz.com.
By accessing this website and purchasing our products, you accept these terms and conditions in full. Do not continue to use Koguaz if you do not agree to all of the terms stated on this page. [1] 1.
Definitions
Koguaz, based in Milton Keynes, UK, refers to the person accessing this website and ordering goods.
"Goods", "Products" refers to the handcrafted wooden kitchenware and items sold on our website.
2. Eligibility and Contract Formation
By placing an order, you warrant that you are legally capable of entering into binding contracts and are at least 18 years old.
A contract between us is only formed once we have received your payment and dispatched your order.
We reserve the right to refuse or cancel any order at our sole discretion. [1, 2, 3, 4, 5]
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3. Pricing and Payment
All prices are listed in GBP (£).
Prices exclude delivery charges, which will be calculated and clearly displayed at checkout.
We reserve the right to adjust prices at any time without prior notice.
Payment must be made securely via our approved payment gateways at the time of ordering. [1, 2, 3, 4, 5]
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4. Products and Handcrafted Variations
We specialise in 100% genuine hardwood and rare wood species.
Because our products are individually handmade, every piece features unique natural variations in grain, colour, size, and shape.
These variations are characteristics of premium natural timber and are not considered manufacturing defects.
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5. Delivery and Risk
We deliver to addresses across the UK. International delivery options are subject to separate arrangements.
Estimated delivery dates are indicators only and are not guaranteed timeframes.
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Risk of damage to or loss of the Goods passes to you at the time of delivery. [1, 2, 3, 4, 5]
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6. Cancellation and Returns (Consumer Rights)
In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.
To exercise this right, you must notify us via email at Sean_Jackson@Koguaz.com
You must return the items unused, undamaged, and in their original packaging at your own expense within 14 days of your cancellation notice.
Exceptions: Custom-made, bespoke, or personalised wooden products cannot be returned or refunded unless they arrive faulty. [1, 2, 3, 4, 5]
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7. Faulty Goods and Warranties [1]
We comply fully with the UK Consumer Rights Act 2015. If your goods are faulty or not as described, you are entitled to a full refund, repair, or replacement.
Natural wood movements, warping, or cracking caused by improper care (such as dishwashing, extreme temperatures, or lack of oiling) are not covered under faulty goods. [1, 2, 3]
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8. Limitation of Liability
Koguaz will not be held liable for any indirect, incidental, or consequential damages arising from the use of our products.
Our total liability to you for any loss or damage arising in connection with your order shall be limited to the total price paid for the goods. [1]
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9. Intellectual Property
Unless otherwise stated, Koguaz owns the intellectual property rights for all material, product designs, photography, and text on this website.
You must not copy, reproduce, or republish our content without express written consent. [1]
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10. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of [England and Wales / Scotland / Northern Ireland]. Any disputes will be subject to the exclusive jurisdiction of these courts. [1, 2]
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11. Contact InformationIf you have any questions regarding these Terms and Conditions, please contact us:
Email: Sean_Jackson@Koguaz.com
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Privacy Policy​
Koguaz is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data when you visit our website www.koguaz.com and purchase our handcrafted wooden products.​
1. Data ControllerFor the purpose of the UK General Data Protection Regulation (UK GDPR), the data controller is Koguaz, based in Milton Keynes, UK. If you have any questions about this policy, please contact us at Sean_Jackson@Koguaz.com​
2. Information We CollectWe collect and process the following personal data to fulfill your orders and provide a smooth shopping experience:
Identity Data: Name, surname, and title.
Contact Data: Billing address, delivery address, email address, and telephone number.
Financial Data: Payment details (processed securely via our third-party payment gateways; we do not store your full card details).
Transaction Data: Details of products you have purchased from us and payments made.
Technical Data: IP address, browser type, time zone setting, and operating system gathered during your website visit.
3. How and Why We Use Your DataUnder the UK GDPR, we must have a lawful basis to process your data. We use your information for the following reasons:
Contractual Necessity: To process your order, arrange UK courier delivery, and handle payments.
Legitimate Interests: To send you essential order updates, respond to customer service enquiries, and improve our website performance.
Consent: To send you marketing emails about new product drops, rare wood species, and upcoming craft markets (only if you opt-in at checkout or via our newsletter form). You can opt out at any time.
4. Data Sharing and Third PartiesWe do not sell your personal data. We only share your information with trusted third parties essential to running our business operations:
Delivery & Courier Services: To ship your handmade goods to your address.
Payment Processors: To securely handle transactions (e.g., Stripe, PayPal, Shopify Payments).
Website Providers: Our e-commerce platform and hosting providers.
Marketing Services: Email newsletter platforms (only if you have consented to marketing).
5. International Data TransfersSome of our third-party service providers may be located outside the UK. If your data is transferred outside the UK, we ensure standard contractual clauses are in place to guarantee your data receives an equivalent level of protection.
6. Data SecurityWe have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, altered, or accessed in an unauthorised way. We limit access to your personal data to employees and partners who have a business need to know.
7. Data RetentionWe will only retain your personal data for as long as necessary to fulfill the purposes we collected it for, including satisfying any legal, accounting, or tax reporting requirements (typically up to 6 years after a transaction for UK tax compliance).
8. Your Legal RightsUnder UK data protection laws, you have the following rights regarding your personal data:
Right of Access: You can request a copy of the personal data we hold about you.
Right to Rectification: You can ask us to correct inaccurate or incomplete information.
Right to Erasure: You can ask us to delete your personal data (subject to legal obligations like tax tracking).
Right to Withdraw Consent: You can withdraw marketing consent at any time by clicking "unsubscribe" in our emails.
To exercise any of these rights, please email us at Sean_Jackson@Koguaz.com
9. Cookies Our website uses cookies to distinguish you from other users, keep track of items in your shopping cart, and analyze our traffic. You can set your browser to refuse all or some cookies, but note that parts of our online store may become inaccessible or function incorrectly.
10. Changes to This PolicyWe may update this Privacy Policy from time to time to reflect changes in our practices or for legal reasons. The updated version will be marked with an updated revision date.
11. Complaints If you have a complaint about how we handle your data, please contact us directly first. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.
Shipping & Returns Policy
Thank you for shopping at Koguaz. Because our kitchenware and home decor items are premium and individually handcrafted from 100% genuine hardwood, we take extra care to ensure they reach you safely.
Shipping Policy 1. Processing Times
In-Stock Items: Orders are dispatched within 1–3 business days.
Made-to-Order / Bespoke Items: Since these pieces are crafted by hand from rare wood species, processing times vary. Please check individual product listings or your order confirmation email for specific timelines.
2. UK Delivery Rates & Methods We ship all orders from our base in Britain using trusted UK courier networks.
Standard Shipping: Delivered in 2–4 business days from dispatch. Cost: Free Shipping to the UK only.
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Express Shipping: Delivered in 1–2 business days from dispatch.
Note: Delivery to remote locations (such as the Scottish Highlands, UK Islands, and Northern Ireland) may take slightly longer and incur additional charges at checkout.
3. Order Tracking Once your handmade order has been dispatched, you will receive a confirmation email containing a tracking link so you can follow its journey.
Returns & Refunds Policy We want you to love your unique piece of Koguaz craftsmanship. In full compliance with the UK Consumer Contracts Regulations, our returns policy details your rights below.
1. 14-Day Right to Cancel
You have 14 days from the date you receive your physical goods to notify us that you wish to return your order.
To start a return, please email us at Sean_Jackson@Koguaz.com with your order number and reason for return.
Once notified, you have a further 14 days to safely mail the item back to us.
2. Return Conditions & Costs
To qualify for a full refund, items must be returned unused, undamaged, and securely packaged in their original box.
Return Shipping: Customers are responsible for paying their own return shipping costs. We strongly recommend using a tracked shipping service, as we cannot issue a refund for items lost or damaged in transit back to us.
3. Non-Returnable Items
Custom & Bespoke Orders: Any items made to your specific size dimensions, engraved, or personalized cannot be returned or refunded unless they arrive faulty.
4. Natural Wood Characteristics
Please note that 100% real hardwood features completely unique grain patterns, natural knots, and subtle colour variations. These are not faults; they are the distinct characteristics of premium, rare wood species.
5. Faulty or Damaged Items
If your item arrives damaged in transit or develops a manufacturing fault, please notify us immediately at Sean_Jackson@Koguaz.com with photographic evidence.
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We comply fully with the UK Consumer Rights Act 2015. Faulty items will be replaced, repaired, or fully refunded (including original and return shipping costs) at no extra cost to you.
Note: Splitting, warping, or cracking caused by improper maintenance (such as placing items in a dishwasher, soaking in water, or exposure to extreme heat) does not qualify as a manufacturing fault.
6. Processing Refunds
Once we receive and inspect your returned item, we will email you to confirm receipt.
Approved refunds are automatically processed back to your original payment method within 5–10 business days