You can return your order for a refund or exchange within 14 days of purchase if your order is unused, complete with tags in the original packaging and packed well to avoid damage in transit back to us (if the items are damaged/used we will not be able to issue a refund). If you have seen something else on our website you’d like and wish to exchange an item we will charge/refund the difference of item cost (in some circumstances a redelivery fee will apply).

1.   To get the ball rolling with your return please email us at hello@koo-di.com so we know to expect your return in our warehouse. In your email please include the following details:

•     your name, delivery address & contact telephone number
•     order number
•     reason for return

2.   Once you have emailed us you can go ahead and post the items back to us.

top tip! We recommend sending via Royal Mail 1st Class Recorded Delivery which provides you with a tracking number and always ask for proof of postage receipt.

Inside the returns packaging please include a note with the following information:

•     your name, delivery address & contact telephone number
•     order number
•     reason for return

Postage address for all returns:

Koo-di Returns,
Bay 1, Building 47,
Second Avenue,
The Pensnett Estate,
Kingswinford,
West Midlands
DY6 7UZ

All koo-di products have been tested to the current relevant British Safety Standard and have undergone user trials during the product development process to ensure that when used and cleaned in accordance with the product instructions, they are safe and suitable for their intended use.

We have a stringent Quality Management System in place to ensure that products are free of material or manufacturing defects.

If you believe you have received a product as new or discover after use a product has a material or manufacturing defect, please stop using the product and contact us immediately by email at hello@koo-di.com or by telephone on 01384 298531.

Include in your communications:

Your name, address, email & contact telephone number
Order ID: (if known)
Date of purchase: (if known)
Item no.
Details of defect

We will take action immediately to ensure the defect is rectified or arrange with you for the product to be returned in accordance with our returns procedure.

Upon receipt & inspection, if the product is found to have a material or manufacturing defect we will refund your return postage charges and exchange or if you require, issue a full refund including packing and postage charges.

Please note, that upon receipt and inspection if we find the returned item has been damaged intentionally or damaged through misuse or not following cleaning instructions, you will not be entitled to a refund.

We take great care to ensure that you receive exactly what you ordered with each order being double-checked by a second person before it is sealed for dispatch.  However, we are human and much to our embarrassment we sometimes do make a mistake.

If you have received an incorrect item, do not open the product packaging and please contact us on 01384 298531 or email us at hello@koo-di.com within 7 days of receiving your order and tell us: 

Order ID
Date of purchase
Item no.
Reason for return:  incorrect item received
Your name, delivery address, email & contact telephone number

We will take it from there to arrange for the correct item to be delivered and the incorrect item to be collected, at no cost to yourself. In the event that the item you ordered is not in stock, we will arrange collection of the incorrect item and issue a full refund including packing and postage charges.

To enable a successful refund in accordance with the above policies, please ensure that the returns procedure is adhered to.

If you have accidentally damaged or misplaced a part of any koo-di product, in most cases a replacement part is available for purchase from us.

Please contact us by email at hello@koo-di.com or call us on 01384 298531.

If you have a question about any Koo-di product please email us at hello@koo-di.com or call us on 01384 298531 and we will be happy to answer any questions.