Last updated: 7 September 2026
Floats and Frames is the trading name of Kiboko Limited (company no. 15303394), 12 Allens Lane, Poole, Dorset, BH16 5DA ("we", "us"). This page explains how cancellations, returns and refunds work for orders placed with us. It sits alongside our warranty terms and the supply terms for your product range, and nothing here reduces your statutory rights.
Standard catalogue items — 14-day cooling-off
If you are a consumer and you buy a standard catalogue item from us at a distance (by phone, email or online) — for example Cutlass Marine pontoon floats or other stock items supplied without customisation — you have the right under the Consumer Contracts Regulations 2013 to cancel your order up to 14 days after the day you receive or collect the goods, without giving a reason.
How to cancel
- Tell us in writing within the 14-day period — email info@floatsandframes.com with your order or invoice reference.
- Return the goods to our Poole workshop within 14 days of telling us. Goods should be unused, unfitted and in the condition you received them.
- You are responsible for arranging and paying for return transport. Given the size of our products this usually means pallet or trailer freight — we are happy to quote for collecting them ourselves if that is easier.
Refunds
Once the goods are back with us (or you have shown they are on their way), we will inspect them to confirm they are in the condition they left us in, and refund you within 14 days in line with the Regulations, using your original payment method. If inspection shows the value of the goods has been reduced — marks, fitting or use beyond what a shop inspection would allow — we may deduct that reduction from the refund.
Made-to-order and bespoke items
In practice, the standard stock items are the Cutlass Marine float units themselves. All framing is made to order: every frame is configured to your dimensions and options through our configurators or quotation process, so the 14-day cooling-off right does not apply to framing and other work fabricated to your specification once fabrication has begun. We will always say clearly in your quotation whether an item is standard or made-to-order.
That said, we do not leave you stuck. Where bespoke framing is unused and unfitted, we will endeavour to resell it on your behalf, and refund you what the resale achieves once it has sold. To make a resale realistic the framing may need to be discounted, and any marks, use or fitting will also affect what it can achieve — so the refund may be less than you paid, and we cannot guarantee a resale or a timescale. If your circumstances change, talk to us as early as you can: where fabrication has not started we will do what we reasonably can.
Faulty or misdescribed goods
Nothing above affects your rights under the Consumer Rights Act 2015 if something we supply is faulty, not as described, or not fit for purpose. Our warranty terms set out the product warranty and how to make a claim — contact us with photographs and your purchase reference and we will take it from there.
Business customers
If you buy from us in the course of business, the Consumer Contracts Regulations cooling-off right does not apply; returns are by prior agreement and the terms in your quotation and our supply terms apply.
Questions
Unsure which category your order falls into, or want to arrange a return? Email info@floatsandframes.com or call the workshop on 01202 156790 — Mon–Sat, 9–5.