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2022年3月25日

Hi Sophie,

As a result of us dispatching the wrong coloured item, we instantly offered a full refund and collection of the incorrect item. We also offered another option in the form of a 15% partial refund as an apology and the option to keep the product, which you accepted on January 10th. Our offer of a full refund still stood for 14 days after this, as a gesture of good will.

It was not until March 1st that it was decided that you would like a full refund - and by this point, officially our period for a refund had expired. However again out of good will, we agreed to collect the sofa free of charge and process a full refund. On March 9th you informed us that you had privately sold on the product to a friend, before again asking for collection and a full refund several hours later. We agreed to collect the sofa, and waived our collection fee, despite the circumstances.

After we collected the sofa and it was inspected, we found a number of scratches on the leather on one arm of the sofa, which we have provided photographs of.

Our return policy states that:
> The customer should ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse. Please make the furniture available for collection within 14 calendar days.
> We will refund to you all them monies paid by you for the items being returned (excluding the cost of collection of the goods), once the goods are back at our local warehouse and have been inspected.

As mentioned in our previous emails, unfortunately we can therefore only process a refund for the half of the sofa which had no signs of damage.

The 4 day time frame you have mentioned was initially provided as a guide, based on our normal processing time for products which are returned in their original condition.

Our offer of a 50% refund still stands so please do let us know if you’d like us to process this for you.

Thank you
Kleyo Team