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There are a number of reasons to return a package. Keep in mind that there are certain CONDITIONS which must be accounted for, depending on the type of return.
RECOMMENDATIONS
WHAT TO DO WHEN RECEIVING A PRODUCT?
It is mandatory that you check the condition of the contents of the package and write any comments on the couriers delivery note.
WHAT DO I DO IF I REALIZE THAT I’VE MADE AN ERROR WITH MY ORDER?
We recommend that you contact us directly using the following telephone number: 442 080 899 313.
WHAT DO I DO IF THE MATERIAL IS DAMAGED?
If a product is delivered broken, the best thing to do is reject the package. If not, write any comments regarding the condition of the received material.
HOW ARE INCIDENTS OR REPARATIONS HANDLED?
At IKOHS, we give you a number of options:
- Reparation or Substitution: Generally, the first option is to repair or replace in the event that the technical service considers this appropriate, in function with stock, type of product, type of incident, delivery date, etc. Keep in mind that when replacing, the client must keep any parts worn from use by the client (if there are any) and that aren’t covered by warranty.
- Voucher: A refund in the form of a Voucher that can be applied to a future order. This is not available after 14 days have passed since the purchase of the product, except in certain situations which will be considered. Active within 24/48 hours. When considering deadlines, this method is most useful for when a client wishes to return a product due to renouncement and wish to acquire another product, as the VOUCHER takes less time to be made effective than the REFUND.
- Refund: The return of the payment into the provided account. Not available 14 days after the product is purchased. Active within 10/15 days. If the payment is made via Bank wire of Cash on delivery, you must provide us with your bank account details.
WHEN WILL MY PACKAGE BE COLLECTED ONCE THE RMA IS MADE?
Once the RMA has been processed, whatever the incident may be and if the collection of the product is convenient, the client will provide a date for the collection at their address or access point, at least 72 hours beforehand. The collections are made during intervals (morning-afternoon) with a wide margin.
It's also possible that a UPS label will be sent, which is then attached to the package to be returned and is taken to a UPS Access Point.
INCIDENTS WHICH ARE MANAGED BY AFTER SALES (processing an RMA)
FOR THE BREAKAGE/DAMAGE OF A PRODUCT DURING SHIPMENT
In the event of receiving a product that has been damaged during transport, the client will have a 48h period to claim for the collection of the item through their customer account to our After Sales service.
These steps must be followed:
1) Send an email to [email protected], with photographs in which we can clearly identify any damages made to the material, photographs of the product packaging in which we can clearly see imperfections and a photograph of the courier services label (essential) which shows all data.
2) IKOHS will process an RMA for you and will keep you informed at all times.
FOR AN ERROR IN THE SHIPMENT OF THE PRODUCT:
If it is detected that a product hasn’t been received, if the product differs from that which was ordered or if it doesn’t comply with the requested characteristics or with the information shown on the website. The client has 24 hours from the delivery of the product to notify us of the incident.
In the event that a shipped product does not correspond to that which the client has ordered, IKOHS will cover the costs of both the collection of the incorrect product and the shipment of the correct product.
These steps must be followed:
1) Send an email to [email protected] with a detailed description of the incident, pointing out anything that can help clarify the situation and demonstrate the incident.
2) Photographs of all the affected areas and of the entire order from all angles that help to demonstrate the incident. Without all of the required documentation, no claim will be processed and no subsequent claims will be accepted. Once received, they will be compared with our quality control images and you will receive a response via the same method (email). Examples: take pictures / screenshots to show errors in the description of the website/product, in the event that a product is not received, take pictures of all received products, positioned as they were delivered, and if they had padding, also place it inside the corresponding box… This section is very important, for if the incident is not clearly demonstrated, the claim may not be considered.
3) IKOHS will process the RMA and will keep you informed at all times.
FOR THE RENOUNCEMENT OF THE PRODUCT
The return of our products is accepted (purchase renouncement) as long as 14 days haven’t passed since the product was delivered and always if the product is found in the same condition as when it was acquired, including the instructions, documentation, accessories and original packaging. It must be presented in perfect condition, with no dirt, stains, smells and with no signs of mistreatment or damage. Returns will only be accepted if the products or their parts haven’t been installed, used or modified in any way and still conserve the original packaging in perfect condition.
Once the product has been received, IKOHS will proceed to refund the amount of purchase (PAYMENT) or Voucherfor next purchase as appropriate and excluding transport costs. (ART 107 2. RDLGDCU 1/2007).
* Packages with large dimensions will carry charges to be consulted in each each.
* The return of materials not attributable to IKOHS which when ordered were provided with free shipping will have the shipping deducted from the return, in correlation with the amount of material / weight / number of packages.
These steps must be followed:
1) Send an email to [email protected] a detailed description of the reason for the return, which solution you desire (VOUCHER or REFUND) and if necessary, send photos of the product unwrapped and then repackaged. If the package hasn’t yet been opened, photos of the package exactly as it was received will still need to be sent to [email protected]. No collection will be processed if said photographs aren’t sent or if the packaging appears to be different, is incomplete or if parts of the product are left unprotected during transport. Do not use just paper (or bubble wrap) as packaging.
2) IKOHS will process the RMA and will keep you updated at all times.
ORDER RENOUNCEMENT INFORMATION:
- If the client wishes to cancel the order due to renouncement and it hasn’t yet been handed to the courier, the refund of the order will be made effective within 20 business days after the email confirming said renouncement is received. The refund will always be made, if possible, through the same method used to pay for the order.
-If the client wishes to cancel the order due to renouncement, but the courier already has the package, then the client must pay for the shipping and return costs of the order, even if it hasn’t been received at the address. The refund will be made effective within 20 business days after the package is received in our facilities. The refund will always be made, if possible, through the same method used to pay for the order.
- If the client wishes to cancel an order they have received due to renouncement, then the client must pay for the shipping and return costs. The refund will be made effective within 20 business days after the package is received in our facilities. The refund will always be made, if possible, through the same method used to pay for the order.
FOR THE DEFECT OF A PRODUCT (WARRANTY)
This is if the received product shows any signs of defect or deficiency.
These steps must be followed:
1) Send an email to [email protected] with a detailed description of the incident, which solution you desire (Repair/Replacement, Voucher or Refund) and provide photographs and/or a video to help demonstrate the situation and to generally speed up the process.
2) IKOHS will process an RMA and will keep you updated at all times.
Dear customer, we recommend that before processing a return, first make sure to perform the pertinent tests to verify that the product really doesn’t function, for if upon reception the product works correctly and the reason for the return was because of a lack of knowledge on how to use the product, the customer will assume all shipping costs, both outgoing and returning.
If any technical support is needed, you can contact directly with us via this telephone number 442 080 899 313.
SITUATIONS WHICH VOID WARRANTY
- Returns will not be accepted for items that are damaged and/or do not work properly due to an incorrect use.
- When the shown defects are due to an incorrect or inappropriate use; wear or ageing over time, an accidental incident or, more common, due to an external cause (like the intervention of an unauthorized third party).
- When the product shows clear signs of being used past its limitations, as with evident mistreatment in the form of knocks, deteriorations caused by corrosive liquids or substances and any other anomaly that’s attributable to the client.
- IKOHS products are designed and manufactured for particular use (homes), not collective use, meaning that the warranty is limited in situations in which the item is destined to be used in the catering sector (restaurants, coffee shops, hotels, public clubs, public terraces, amongst others).
- The return of OUTLET products and products with minor imperfections will not be accepted, after client approval.
- Due to the nature of certain products, they have warranty stickers. To remove or manipulate said stickers will void the warranty.