Terms & Conditions
Last updated: 24 November 2025
Welcome to Knala. These Terms & Conditions set out important information about your rights and obligations when using our website and purchasing our products. Please read them carefully before placing an order.
By accessing this website or purchasing from us, you agree to these Terms & Conditions.
1. About Us
The website knala.co.uk ("Site") is operated by:
Knala Ltd
Registered in England & Wales
Company Number: 16072959
Registered Address: 11 Woodview Close, Sanderstead, CR2 9BD
Email: admin@knala.co.uk
"Knala", "Knala Ltd", "we", "us" and "our" refer to Knala Ltd.
Knala®, including KNALA and knala in all stylised forms, is a registered trade mark of Knala Ltd.
2. Use of Our Website
You agree to use this Site for lawful purposes only and not to:
- Interfere with its operation
- Attempt to gain unauthorised access to systems or data
- Copy or misuse any content, imagery or branding
- Use our products or Site for any unlawful or harmful purpose
We may update or modify the Site at any time.
3. Products and Orders
By placing an order with us, you confirm that:
- You are at least 18 years old
- You are legally capable of entering into a binding contract
- You are ordering for personal use and not for resale
All orders are subject to acceptance and availability. We may refuse or cancel an order for reasons including suspected fraud, incorrect information, or stock issues. If we do, we will refund you in full.
Product images are for illustrative purposes only; colours may vary slightly depending on screens and lighting.
4. Pricing & Payment
All prices on our Site are stated in GBP (£) and include VAT at the applicable rate, unless stated otherwise.
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Shop Pay
- PayPal
- Google Pay
- Apple Pay
- Klarna
Payment must be received in full before dispatch.
If a pricing error occurs, we are not obliged to fulfil the order at the incorrect price. You will be informed and refunded if applicable.
5. Shipping & Delivery (UK Only)
We currently ship within the UK only.
5.1 Dispatch Times
Orders are normally dispatched within 1–2 working days (Monday–Friday).
Orders placed on weekends or UK bank holidays will be processed on the next working day.
5.2 Delivery Options
- Standard Delivery: 2–4 working days
- Express Delivery: 1–3 working days
- Premium Next Day Delivery: Next working day if ordered before 12pm, Monday–Friday
Delivery times are estimates and may vary due to carrier delays or circumstances outside our control.
5.3 Carriers
We primarily use Royal Mail and DPD; however, we may use alternative carriers without prior notice.
5.4 Delivery Issues
Responsibility for the goods passes to you once the order has been delivered to the address provided at checkout.
If a parcel is returned to us due to an incorrect or incomplete address, refusal of delivery or failure to collect, additional postage costs may apply to re-send the parcel.
6. Returns, Exchanges & Refunds
We want you to be completely happy with your Knala purchase. If you change your mind or need to return an item, you have 30 days from the date you receive your order to start a return.
To be eligible for a return, items must be:
- Unused
- In their original condition
- In the original packaging, including any tags or branded elements
We cannot accept returns of items that show signs of wear, use, damage, pet hair, odours or missing packaging.
6.1 Return Shipping Costs
For non-faulty returns (change of mind, wrong size etc), the customer is responsible for return postage costs.
For faulty, damaged or incorrect items, Knala will cover reasonable return shipping costs once we have assessed the issue.
6.2 How to Start a Return
You have up to 30 days from the date you receive your order to start a return.
To begin a return, please contact us at sales@knala.co.uk with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos, if the item is faulty or damaged
We will respond with return instructions. We recommend using a tracked postal service, as responsibility for the parcel remains with you until it is received by us.
6.3 Exchanges
We currently offer exchanges by refund only, meaning:
- You return your original item
- Once received and approved, we issue you a refund
- You place a new order for the replacement item
This helps us keep stock accurate and process your request faster.
6.4 Order Errors or Faulty Items
If your item arrives faulty, damaged or incorrect, we sincerely apologise.
Please contact us within 30 days of receiving your order and include:
- Your order number
- Clear photos of the issue
- A brief description of the problem
Where an item is confirmed to be faulty, damaged or incorrect:
- We will cover reasonable return postage costs
- We will offer a replacement or a refund
6.5 Statutory Rights
Nothing in these Terms affects your statutory rights. Under UK consumer law, you are entitled to a minimum 14-day cooling-off period for most online purchases. We choose to offer a more generous 30-day return period for your convenience.
7. Your Statutory Rights
Nothing in these Terms affects your statutory rights under UK law, including:
- The Consumer Rights Act 2015
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
You are entitled to goods that are as described, of satisfactory quality and fit for purpose.
8. Intellectual Property
All content on this Site - including text, graphics, logos, product designs, photography and our trade marks Knala®, KNALA and Knala - is the property of Knala Ltd or our licensors.
You may not, without our prior written consent:
- Copy, reproduce, modify or distribute any part of the Site
- Use any of our trade marks, logos or branding
- Use our imagery, designs or content for commercial purposes
Unauthorised use of our intellectual property may constitute infringement of our rights and may be subject to legal action.
9. Limitation of Liability
To the fullest extent permitted by law, we shall not be liable for:
- Any loss or damage that is not a foreseeable result of our breach of these Terms or our negligence
- Any business losses, such as loss of profit, revenue, contracts, data, goodwill or opportunity
- Any delays or failures in performance caused by events beyond our reasonable control, including delays by carriers
Our total liability to you in respect of any claim arising from your use of the Site or purchase of products shall be limited to the amount you paid for the product(s) in question.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
10. Personal Data & Privacy
Your personal data is handled in accordance with our Privacy Policy and Cookie Policy, which are available on our Site.
By using our Site and placing an order, you agree to the collection and use of your information in accordance with these policies.
11. Prohibited Use
You must not misuse our Site. This includes, but is not limited to:
- Introducing viruses, trojans, worms, logic bombs or other harmful material
- Attempting to gain unauthorised access to the Site, server or any connected system
- Attacking our Site via a denial-of-service or distributed denial-of-service attack
- Using the Site in any way that is unlawful, fraudulent or harmful, or in connection with any unlawful, fraudulent or harmful purpose or activity
12. External Links
Our Site may contain links to third-party websites. These links are provided for your convenience only.
We do not endorse and are not responsible for the content, accuracy, privacy policies or practices of third-party websites.
13. Changes to These Terms
We may update these Terms & Conditions from time to time. The latest version will always be available on this page.
Your continued use of the Site after changes are posted constitutes your acceptance of the updated Terms.
14. Complaints
If you have a complaint or an issue with your order, please contact us so we can help:
Email: admin@knala.co.uk
We do not participate in any Alternative Dispute Resolution (ADR) scheme unless we are legally required to do so.
15. Governing Law
These Terms & Conditions and any contracts for the sale of goods are governed by the laws of England and Wales.
You agree that the courts of England and Wales will have exclusive jurisdiction over any disputes arising out of or in connection with these Terms or your use of the Site.
End of Terms & Conditions
