KRDM Innovative Homeware

RETURNS POLICY
1. RETURNS
1.1 Return of goods
You have 10 business days, from the date you received the item/s, to notify us by e-mail to
[email protected] of your intention to return goods.
To be eligible for a return:
• your item must be unused and in the same condition that you received it.
• your item must be in the original intact packaging.
• your return must reach our Warehouse within 14 calendar days from the date we received your
written notice.
• you need to supply us with your formal credit request document (i.e. RTS / R&D) [Template form
attached to this policy]
You will be responsible for paying and arranging your own shipping for returning your item.
1.2 Return of goods received in error
You have 10 business days, from the time you have received your order, to notify us of
• incorrect items received
• surplus items received
• items short supplied
We will investigate the matter by conducting a stock take on the stock items in question.
The outcome will be communicated to you.
We will gladly credit your account in line with our returns policy in 1.1 above should the stock take confirm
the short supply of goods.
We will arrange for the collection of surplus / incorrect goods received at our own cost.
1.3 Cancellations
If you wish to cancel an order, please notify us by e-mail to [email protected] as soon as possible.
If your order has been dispatched / delivered
• you will be responsible for returning the goods to us at your own cost.
• you need to supply us with your formal credit request document (i.e. RTS / R&D) [Template form
attached to this policy]
• we will gladly refund / credit you in line with our returns policy in 1.1 above RETURNS POLICY
1.4 Refunds
Once we receive your item/s, we will inspect the goods.
We will notify you on the status of your refund / credit within 5 business days after receipt of the goods.
If your return is approved, we will initiate a credit against your account.
2. CLAIMS
2.1 Claims: Customer returns
To be eligible for a claim you need to provide us with:
• the customer’s proof of purchase
• clear photo of the damaged or faulty item
• a brief description of how the item was used when damaged or any relevant history pertaining
to the item.
• have possession of the item to be returned to KRDM if claim is successful
• your formal credit request document (i.e. RTS / R&D) [Template form attached to this policy]
The above-mentioned documents need to be forwarded to [email protected], which in turn, will be
forwarded to the supplier for their inspection and approval.
We will notify you on the status of your claim once we receive feedback from the supplier.
If your claim is approved by the supplier, we will initiate a credit against your account and arrange collection
thereof.
2.2 Claims: Damaged / Faulty goods received
You have 10 business days, from the date you received your order, to notify us by e-mail to
[email protected] of damaged goods received from our Warehouse/ Employee / Courier Company.
To be eligible for a full credit your written notice must include
• a clear picture of the damaged item/s
• if there is ANY indication that your order has been tampered with we need photographic evidence
thereof
• the invoice number it relates to
• your formal credit request document (i.e. RTS / R&D) [Template form attached to this policy]
We will notify you on the status of your claim within 5 business days after receipt of your written notice.
If your claim is approved, we will initiate a credit against your account.