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Customer Service

We want you to be happy with the products that you purchase from us, and welcome your honest feedback regarding the products that we sell.

If however you are not satisfied with the goods that you have received, whether that be due to damage sustained during transit, or the item being inappropriate for your application, then please contact us as soon as possible.

Please ensure that you include your order number in all communications, to help us process your return as efficiently as possible.

There are a number of circumstances when you may wish to cancel and/or return goods ordered. Should you find that an order placed is unsuitable for your requirements, the Company (koidivision) will provide you with a full refund for any UNUSED and UNOPENED item(s) returned to us within 14 days of purchase. On such occasions, you must contact us in writing (or via email sent to sales@koidivision.co.uk), quoting your order number and the item(s) that you wish to be returned prior to returning the product(s). Once we have received and acknowledged your requirement, we will provide you with the necessary procedure which you must ensure is followed. Koidivision will provide a full refund for these item(s) once received in original condition, excluding any carriage charges that may have been incurred when initially dispatching the order. When returning goods, we recommend that you use a courier or deliver them personally to us. Koidivision accepts no responsibility for damage that is incurred in transit when returning goods, or for goods that are lost in transit.

Should you require the goods to be collected by Koidivision in order for their return, the cost of this will be incurred by you and not Koidivision. Items once submersed in water ie pond pump are none returnable unless faulty.

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