Refunds and exchanges under warranty

At Kootchy we pride ourselves on our customer service. All of our products are guaranteed to be free of manufacturing faults and defects for a period of six (6) months from the date of purchase. If you believe your product is defective, please contact us initially via email or telephone to diagnose/troubleshoot the problem with our custmer service team. In the event your product is diagnosed as faulty, return it to the address in our “contact us” section of the website. If the item was purchased within 30 days we will offer you the choice of a refund or a new replacement item. If the item was purchased over 30 days ago, we’ll replace or repair the item for you at our discretion. Either way we’ll endeavour to make sure you’ve got a suitable replacement as quickly as we can to minimise the inconvenience to you. This does not affect your statutory rights.

Order cancellations / changing your mind

Under distance selling regulations, you have the right to cancel your order or return some of our items up to 7 days after receiving them, for a full refund.  In this case, if you wish to return an item you must return it in its original packaging and in its original saleable condition. You are responsible for the cost of returning the goods and the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.