Defective goods

If one of the products you purchased from us is defective, please check the invoice. If the product is still within the specified warranty period, please send the goods back at your expense, including a copy of the invoice and a brief description of the damage. Where possible, please return the goods to us as an insured parcel rather than carriage forward. We will be happy to reimburse you in advance for the postage costs if we are responsible for the return costs.

Please avoid damaging or contaminating the goods. Please return the goods to us in their original packaging with all accessories and packaging components, if possible. If you no longer have the original packaging, please use suitable packaging to prevent transport damage.

If the device is no longer under warranty, we can send it to the manufacturer and request a cost estimate for the repair.

10.12.2020

If you have received a defective item with your order, please contact us immediately. The easiest way for us to process your complaint is if you take a photo of the defective product and send it to us by email: info@koi-company.de
We will then contact you immediately. When ordering fragile materials (lamps, replacement glass, etc.), please check the delivered package for damage immediately before signing for it. If you see any damage or even hear a clinking sound when gently shaking the package, please refuse delivery and contact us. Monday to Friday from 9:00 a.m. to 12:00 p.m and 14:00 p.m to 17 p.m Telephone: 06184/93610

10.12.2020

If you need a product repaired, please send it to us well packaged. Please avoid damaging or contaminating the goods; clean the device first. Please return the goods to us in their original packaging with all accessories and packaging components, if possible. If you no longer have the original packaging, please use suitable packaging to prevent damage during transport. Please enclose the invoice and a brief explanation so that we can check your warranty claims. If there is no warranty, we will contact you with a cost estimate.

10.12.2020

Please return any goods you do not require to us at your own expense. Please enclose a copy of the invoice and a brief explanation. You can also download and fill out our sample cancellation form here.

Please return the goods to us in their original packaging with all accessories and packaging components, if possible. If you no longer have the original packaging, please ensure that you use suitable packaging to prevent transport damage. Please avoid damaging or contaminating the goods.

We can only refund original parts without signs of use in full. The amount will be credited to your customer account and refunded.

10.12.2020