Refund policy

We hope you’ll be happy with your Kumoo. But sometimes, things need to find their way back.

Returns & exchanges

We hope you love your Kumoo. If something isn’t quite right, you can request a return or exchange by contacting us at support@faberohmo.com.

Please contact us before sending anything back. Items returned without a return request cannot be accepted.

All return requests must be made within 30 days of receiving your order.

Starting a return

We can only accept returns or exchanges for items purchased directly from the official KUMOO website.

Find your original order confirmation email and reply to that email with:

  • The reason for your return

  • Photos showing the condition of the product

Returned items must be in perfect condition and in their original packaging.

You are responsible for the return shipping costs, unless the product is faulty or we sent you the wrong item.

If you purchased your Kumoo from another retailer or stockist, please contact them directly for help with your return or exchange.

Sending your Kumoo back

Once your return request has been approved, please send your parcel to:

KUMOO Returns
Room 1009, Building B, GL Metro City, 10 Cheongcho-ro, Deogyang-gu, Goyang-si, Gyeonggi-do, 10542, Republic of Korea

Please use a secure and trackable delivery method so your parcel can make its way back to us safely.

Refunds will be issued to the original payment method used for your purchase.

Original delivery costs are generally non-refundable, except where otherwise required or stated below.

If something arrived damaged, faulty or simply wrong

That’s not how your Kumoo was supposed to arrive.

If your product is damaged, faulty, or different from what you ordered when you first receive it, please reply to your original order confirmation email as soon as possible with:

  • A description of the problem

  • Photos or video clearly showing the issue

We’ll review the information and get back to you.

If your claim is accepted, we will cover the return postage costs.

If only individual parts are missing or damaged, please visit Missing or Damaged Parts instead.

If your parcel comes back to us

Sometimes a parcel finds its way back before reaching you.

If your order is returned to us because the delivery address provided was incorrect or customs fees were not paid, we will issue a refund once the parcel has safely returned to us.

Please note that the cost of returning the parcel to us is your responsibility, and the original shipping cost is non-refundable.

For more information about delivery addresses, customs fees and international shipping, please see our Shipping Information page.

Want us to send it again?

Of course. If your parcel was returned because of an incorrect delivery address or unpaid customs fees and you would like us to send it again, new shipping charges will apply.

The cost of reshipping will be your responsibility.

For more information about shipping terms, delivery times and other common questions, please visit:

☞ Shipping Information
☞ FAQs

Still have a question? You can always reach us at support@faberohmo.com.

Right of withdrawal

EU customers only

If you are located in the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

How to withdraw

You can submit your withdrawal request in either of the following ways:

  • Log in to your account, go to Orders, select the relevant order and click Return items.

  • Or use the Submit Withdrawal Request button below.

Once your request has been submitted, you will immediately receive an automated acknowledgement by email on a durable medium.

Returning your order

If you are returning your order because you changed your mind, you are responsible for 100% of the direct cost of returning the goods.

You must send the items back to us without undue delay and no later than 14 days from the day you submitted your withdrawal request.

When your return reaches us

Once your returned items arrive, we’ll inspect them to make sure they are in their original, undamaged condition.

The inspection will be completed within 2 business days of receipt.

Once the inspection has been successfully completed, we’ll finalise your return and process your refund.

Your reimbursement

We will reimburse all payments received from you, including the cost of the original standard delivery.

We may withhold reimbursement until either:

  • we have received the returned goods, or

  • you have provided evidence that the goods have been sent back,

whichever happens first.

Please note that you are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.