Returns Policy

The returns policy in the following paragraphs refers to all goods delivered to you from koodos Limited. You will only be able to exercise this right if you are able to ensure that the goods are returned to us in accordance with the paragraphs below.

Where a customer qualifies for a refund, koodos will process that refund within 14 days of receiving a product that a customer has sent back to us. This allows us time for inspection of the product.

Returns Policy

Non-faulty items

If for any reason you decide not to keep an item, you can return it for a refund. Please return to us within 14 days of receipt to the address indicated on your despatch slip. Non-faulty items must be returned in their original, undamaged packaging and must be in an unused condition.

If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a refund on the item, or deduct up to 50% of the selling price from the refund amount.

Please be aware that post and packaging is not refundable, except where items have been returned because they are faulty or do not otherwise conform to your order.

Please note that the pre-printed address label is not pre-paid.

If you have lost your delivery notes, please follow the returns instructions below.

Exceptions

The following items cannot be returned, unless the items is faulty or does not otherwise conform to your order.

• Items, such as self-assembly furniture, once assembly is part or fully completed.
• Toiletries, cosmetics, lingerie, swimwear, earrings, and any duvet or pillow product once opened, in the interest of hygiene.
• Digital cameras, printers, digital TV set top boxes, mobile phones, digital radios once the box has been opened.

Special Order items

Please contact customer service at customerservice@koodos.com for instructions on returning items needing special handling, such as electronics, jewellery, homewares, or furniture, as indicated on the delivery notice.

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Faulty items

If you receive a product from koodos that is faulty on delivery, you can return it for a refund. Please return it to the address indicated on your despatch slip. If a product is found to be faulty, you will also receive a refund for the delivery charge paid by you when initially ordering the product.

Please contact customer service at customerservice@koodos.com for instructions on returning items needing special handling, such as electronics, jewellery, homewares, or furniture, as indicated on the delivery notice.

If you have lost your delivery note, please follow the returns instructions below.

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Returns instructions

The instructions for refunds are located on the initial delivery note that you would have received with your order. Also on the delivery note is a pre-printed address label. THIS IS NOT PRE-PAID. Please follow the guidelines on the delivery note.

If you do not have your delivery note, please follow the instructions below

For items that require special handling such as electronics, jewellery, homewares or furniture, please contact our customer service on customerservice@koodos.com.

Packing Instructions

Please take care when unpacking and repacking your products.

If you do not have a delivery note, then please enclose the following information on a piece of paper:

• Please specify the reason for returning the item (i.e. Incorrect fit)
• The date you received the product
• Any other product information you have (colour, size etc.)
• The email address you use to login to koodos

Please put this piece of paper, and the product to be returned, into a parcel, and mail it to the address below:

koodos Returns Dept, 1 Apollo Rise, Southwood, Farnborough GU14 0GT

You will receive an email confirming a goods refund.

We cannot be held responsible for goods that are returned to us that are lost in transit. If you are concerned, then we recommend that you send the goods by registered post and retain proof of posting.

Cancellation right

Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods.

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