If you need help; please contact Koop for personal assistance by emailing us 24/7 on contact@koop.co.nz or give us a call on (04) 891-0540 within normal business hours.
Our aim is to assist with any inquiry or issue as soon as possible, but please contact us to discuss before sending Goods back (to avoid mishandling issues).
In any below situation where we need to replace faulty Goods and stock has run out; we will instead repair or refund depending on circumstances.
Returns / Cancellations / Exchanges
Goods are not generally subject to change of mind return, refund or exchange and so we ask you take care selecting your Goods.
However, where a purchase involves an unusual situation, we may consider an exchange voucher - except in the case of outlet, sale items (including storewide sales), last chance, end of lines, jewellery (due to Health & Safety) and Goods specially ordered in. Any return shipping costs are at the customers expense.
We cannot cancel an order after payment has occurred. However, if a last minute ordering error has been made, please contact us immediately after payment-processing to see if there is some way we can assist before dispatch occurs.
Koop’s 10-day “change of mind” promise
Certain collections such as cushions and throws may display our 10-day “change of mind” promise.
Subject to return requirements below (and excluding shipping), this means: where a Customer advises us their full or part purchase is unsuitable, we will issue a Koop Voucher of corresponding value.
Goods must be returned within 10 days of purchase date along with proof of purchase - and be in the same condition as when dispatched by Koop (including any display packaging, labels and tags). Any return shipping costs are at the customers expense.
Change of mind promise excludes outlet, sale items, end of lines, last chance items or goods specially ordered in.
Goods out of stock
If we are unable to supply your order after you have confirmed purchase, we will refund you in full. Refunds will be issued by direct deposit to your credit card or bank account.
Damaged Goods
If your parcel has unfortunately been damaged in transit, please contact us as soon as possible – preferably within 2 working days of receiving any damaged goods.
This will allow us to process on a timely basis to meet any courier claim or other insurance timeframes we may have to meet. Please keep all the safety packing/bubble wrap/boxes that it arrived in as the courier requires this as part of their claim inspection process - we cannot send a replacement/refund if all packaging is not kept.
Faulty Goods
If any Goods are found faulty or not fit for purpose, please contact us so we can proceed to repair, replace or refund (also see Warranties below).
Incorrect Order / Goods
We check every parcel, but if we have sent an incorrect item, please contact us upon receipt. We will pay for the return of such Goods, however please ensure they are in their original condition, with all display packaging, labels and tags kept intact (excluding courier packaging).
Warranties
Goods will usually come with a 12 month warranty (from purchase date) unless otherwise stated or where Goods are services. Such warranties will cover faults, defects or failures occurring as a result of the manufacturing process. Warranties do not cover damage or faults occurring as a result of: misuse, abuse, impact/water damage, flat/faulty batteries, wear and tear and acts of god etc.
If a warranty claim applies (or the Goods are not fit for purpose); before returning any affected Goods, please contact Koop via the "Contact Us" page and remember to include as much information as possible such as: an explanation of what has happened, your full name, address, email address (the one you used to purchase goods) and invoice number so we can resolve any issue as quickly as possible.
Return shipping of any warranty Goods is at Customers expense if Koop is advised after 1 month of dispatch date. Once faulty Goods are received and accepted by Koop as a warranty issue, we will at our option arrange to repair the Goods or (provided stock is still available) replace the Goods or otherwise issue a refund.
You must at all times retain proof of purchase for any warranty claim to remain valid. You are free to make a claim directly against any manufacturer's warranty where applicable, however if you do claim directly, please email and advise us of any such claim so we can be aware of issues with products.
In the event a warranty claim is directed to Koop, you must contact us immediately or if that is not possible, as soon as is reasonably practical after you discover there is a warranty issue.
We reserve the right to charge the Customer, at a reasonable hourly rate, the cost of examining and handling any Goods where such Goods are subsequently not found; to be faulty, defective or different to the description advertised on the Koop Website. Any return shipping costs for Goods found not to be faulty is at Customers expense.