Returns & Warranty

A short note on how we handle returns at Koroway — written plainly, because furniture is a serious purchase.

In short

  • Every Koroway piece is made to order, so we can't accept “change of mind” returns once production has started.
  • You can cancel for any reason within 48 hours of placing your order, while your piece is still in our queue.
  • Anything arriving damaged is repaired or remade at our cost — report within 7 days of delivery.
  • Every piece carries a 2-year manufacturing warranty.

If you want to talk through fit, finish, or dimensions before ordering, the form on our Contact page is the fastest way to reach us.

Why our return policy looks the way it does

Every Koroway piece is 3D-printed and finished by hand only after you place your order. Nothing sits in a warehouse waiting to be shipped — each piece is made specifically for you.

Under EU consumer law (Directive 2011/83/EU, Article 16(c)), goods made to a consumer's specifications or clearly personalised are exempt from the standard 14-day right of withdrawal. By placing an order, you acknowledge that production begins for your specific order, and the 14-day cooling-off period does not apply once production has started.

This is the same way most premium made-to-order studios operate. It's also why we encourage you to ask any question you have before you order — about size, finish, lead time, anything. We'd much rather have a conversation now than after we've made you something.

Cancelling before production starts

You can cancel for any reason within 48 hours of placing your order, while the piece is still in our production queue. We'll refund 100% to your original payment method within 5 working days.

After 48 hours, your piece moves into production: materials are committed, prints are scheduled. Cancellations after this point are not possible.

To cancel within the 48-hour window, use the form on our Contact page with your order number.

If something arrives damaged

Every Koroway piece is packed for international freight and insured in transit. In the rare case that something arrives damaged, we make it right at no cost to you.

  1. Inspect on delivery. If you see external damage to the packaging, photograph the package before opening, and where possible unpack with the delivery driver present.
  2. Report within 7 days of delivery. Send us photographs of the packaging, the piece, and any visible damage via our Contact form.
  3. We act fast. Depending on the damage, we'll either send a local restorer at our cost, or remake and reship the piece. We cover everything.

Manufacturing defects — our 2-year warranty

Koroway guarantees every piece against manufacturing defects for two years from the date of delivery.

This covers structural failures, finish failures, or any defect arising from how the piece was made. It does not cover:

  • Normal wear over time.
  • Damage from accidents, drops, or misuse.
  • Damage from exposure to extreme heat, prolonged direct sunlight, or wet conditions on indoor-only pieces.
  • Modifications made to the piece after delivery.

If a defect appears, send us photographs and a description. We'll repair or replace the piece at our cost, including return shipping for genuine warranty claims.

Cosmetic variation is part of the work

Microcement and metal-coating finishes are applied by hand. Small variations in texture, tone, and surface character are part of what makes each piece individual — they are the signature of a piece made by people, not a mould.

Product photographs are taken under studio lighting; the colour of microcement and metal coatings can read slightly differently in your home. If you'd like to see a sample swatch before you order, ask us — we're happy to send one.

These natural variations are not considered defects under our warranty.

Change of mind

Because every piece is made specifically for your order, we cannot accept returns for:

  • Change of mind once production has started.
  • Incorrect choice of size, finish, or colour.
  • The piece not suiting the room.

Before you order, please:

  • Measure your space carefully against the dimensions listed on the product page.
  • Use the available product photographs and material swatches to confirm finish and colour.
  • Ask us anything. Really — we'd rather take an hour talking through your space than have you take a chance on a piece you may not love.

Trade and project orders

Trade members and bespoke commissions are governed by the terms agreed at the time of order. See our Trade Program page, or contact us for project-specific terms.

Refunds and processing times

All accepted refunds are issued to the original payment method within 5 working days of approval. Your bank or card provider may take an additional 3–10 days to process the credit.

How to reach us

Use the form on our Contact page for all return, warranty, or cancellation questions. We reply within one working day, Monday to Friday.

This policy is governed by the laws of Belgium and is consistent with the EU Consumer Rights Directive (2011/83/EU).