Krafty Koi is committed to providing the best customer service that we can.
If after placing an order you change your mind, you are entitled to cancel the contract within 7 working days, beginning on the day after you receive your order.
So if you are not completely happy with your purchase, simply return the unused goods in their original condition within 7 days of receipt. To cancel a contract you must -
- inform us in writing by email at support [at] KraftyKoi.co.uk
- return the Product(s) (in their original packaging) to us immediately at your own risk to Krafty Koi, Unit 1,The IO Centre, Hearle Way, Hatfield, Hertfordshire AL10 9EW. It is advisable that you obtain a certificate of posting. You can use some of the following sites to return heavy items: www.parcel2go.com or www.collectplus.co.uk/. Smaller items can be sent using Royal Mail.
- return the Product(s) to us in the same condition in which you received them, and therefore in their original, unopened and unused condition. Returned Product(s) must be in a perfect resaleable condition; and
- include a note saying who you are and whether you would like a refund, exchange or credit note.
We will examine the returned product(s) and will notify you of your entitlement to a refund via email within a reasonable period of time. Unfortunately, we cannot make a refund for goods that have been opened or used or damaged or worn by you after receipt. In such cases, Krafty Koi reserves the right to refuse to accept such item(s) and to return the same to the purchaser without refund.
If you are returning a Product(s) to us because of a defect you will be entitled to a full refund (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) or replacement. The faulty or damaged product must be returned to, and received by Krafty Koi before the refund or replacement can be issued.
Please note that the Product(s) are your responsibility until they reach us. We recommend that you send the goods using a delivery company that insures you for the value of the goods.
Please note that your entitlement to a refund does not include a refund of the delivery charges (except in the case of a defective product). Further, the delivery costs for returning the goods to us are your responsibility and will only be reimbursed by us in the case of faulty or damaged goods. All orders are checked thoroughly for faults or damage prior to dispatch.
Please note that our returns policy at KraftyKoi.co.uk is different to the returns policy for purchases made within us.