Terms & Conditions

Welcome to Knala. These Terms & Conditions set out the terms on which you may use our website and purchase 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", "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 or security
• Attempt to gain unauthorised access to systems or data
• Copy or misuse any content, imagery or branding
• Use the Site or our products for any unlawful or harmful purpose

We may update or modify the Site at any time without notice.

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 unavailability of stock. If we do so, we will refund you in full where payment has already been taken.

Product images are for illustrative purposes only; colours may appear slightly different depending on your screen and lighting conditions.

4. Pricing & Payment

All prices on our Site are stated in GBP (£). Where Knala Ltd is registered for VAT, prices will include VAT at the applicable rate and this will be shown clearly at checkout. If we are not currently VAT-registered, prices are shown exclusive of VAT and no VAT will be charged.

We accept the following payment methods:

• Visa and Mastercard
• American Express
• Shop Pay
• PayPal
• Google Pay and Apple Pay
• Klarna

Payment must be received in full before dispatch.

If a pricing error occurs on our Site, we are not obliged to fulfil an order at the incorrect price. We will contact you to inform you of the error and offer you the choice of proceeding at the correct price or cancelling your order with a full refund.

5. Shipping & Delivery

We currently ship within the UK only.

5.1 Dispatch Times

Orders are normally dispatched within 1–2 working days (Monday to Friday). Orders placed on weekends or UK bank holidays will be processed on the next working day.

5.2 Delivery Options

Delivery times are estimates only and may vary due to carrier delays or circumstances outside our control.

5.3 Carriers

We primarily use Royal Mail and DPD. We reserve the right to use alternative carriers without prior notice.

5.4 Delivery Issues

Risk in the goods passes to you once your order has been delivered to the address provided at checkout. If a parcel is returned to us because of an incorrect or incomplete address, refusal of delivery or failure to collect, additional postage costs may apply to re-send it.

6. Returns, Exchanges & Refunds

We want you to be happy with your Knala purchase. You have 30 days from the date you receive your order to start a return - this is more generous than the 14-day minimum required under UK consumer law.

To be eligible for a return, items must be:

• Unused and 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 change-of-mind returns (including wrong size), the customer is responsible for return postage costs.
For faulty, damaged or incorrect items, Knala will cover reasonable return shipping costs once we have confirmed the issue.

6.2 How to Start a Return

Please contact us at support@knala.co.uk within 30 days of receiving your order 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 reaches us.

6.3 Exchanges

We currently process exchanges by refund only: return your original item, and once received and approved we issue a refund so you can place a new order for the correct item. This helps us keep stock accurate and process requests promptly.

6.4 Faulty or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us within 30 days of receipt at support@knala.co.uk with your order number, clear photos of the issue and a brief description. Where we confirm the item to be faulty, damaged or incorrect, we will cover reasonable return postage costs and offer a replacement or full refund.

7. Your Statutory Rights

Nothing in these Terms affects your statutory rights under UK law. In particular, you are entitled to goods that are as described, of satisfactory quality and fit for purpose under:

• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - which give you a minimum 14-day cooling-off period for online purchases (we extend this to 30 days as described in Section 6)
• The Data (Use and Access) Act 2025, insofar as it affects your data rights in connection with any purchase

Your statutory rights are not affected by any exclusion or limitation elsewhere in these Terms.

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 and is protected by copyright and trade mark law.

Without our prior written consent, you may not:

• 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 any commercial purpose

Unauthorised use of our intellectual property may constitute an infringement of our rights and may give rise to legal action.

9. Limitation of Liability

To the fullest extent permitted by law, we shall not be liable for:

• Loss or damage that is not a foreseeable result of our breach of these Terms or our negligence
• Business losses, including loss of profit, revenue, contracts, data, goodwill or opportunity
• Delays or failures in performance caused by events beyond our reasonable control, including carrier delays

Our total liability to you in connection with any claim arising from the use of our Site or the purchase of our products shall not exceed 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 or 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 and form part of your agreement with us.

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, our servers 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

We will report any such breach to the relevant law enforcement authorities and will co-operate with those authorities as required.

12. External Links

Our Site may contain links to third-party websites for your convenience. We do not endorse and are not responsible for the content, accuracy, privacy practices or security of any third-party site.

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 with the date it was last revised. Your continued use of the Site after changes are posted constitutes your acceptance of the updated Terms.

14. Complaints & Dispute Resolution

If you have a complaint or an issue with your order, please contact us first so we can try to resolve it:

We are not currently a member of an Alternative Dispute Resolution (ADR) scheme. If we are unable to resolve your complaint directly, you may be able to use the Citizen Advice or seek independent legal advice. You also have the right to pursue a claim through the courts of England and Wales.

15. Governing Law

These Terms & Conditions and any contracts for the sale of goods through this Site are governed by the laws of England and Wales. Any disputes arising out of or in connection with these Terms or your use of the Site shall be subject to the exclusive jurisdiction of the courts of England and Wales.