KOKOPRIME – Customer Satisfaction Guarantee At KOKOPRIME,

we strive to provide high-quality products and excellent customer service.

If you are not completely satisfied with your purchase, we are here to help with a straightforward refund and return policy.

1. Analysis of the Current Policy

A. Return Period and Holiday Extensions

• Current Practice:
  • A standard 30‐day return window is clearly stated.
  • Holiday season purchases (Nov 15 – Dec 31) are given an extended return period until January 31.
• Observations:
  • The dual window is customer friendly.
  • It may be beneficial to remind customers that returns received after the deadline may be declined.

B. Eligibility for Returns

• Current Practice:
  • Items must be unused, undamaged, and in their original packaging with all accessories/documentation.
  • Proof of purchase is required.
• Observations:
  • The conditions are standard but could be expanded to explicitly note that items not meeting these criteria may be refused. • Consider adding language stating that KOKOPRIME reserves the right to deny any return that does not fully comply with these requirements.

C. Non-Returnable Items

• Current Practice:
  • Lists personalized, perishable, custom orders, gift cards, certain health/hygiene items, and clearance/sale items as non-returnable.
• Observations:
  • This list protects the business by reducing returns on items that cannot be resold. • Clarity on why certain health and hygiene items (e.g., face masks, earrings) are excluded can help manage customer expectations.

D. Refund Process

• Current Practice:
  • Refunds are issued to the original payment method within 7–10 business days after inspection.
  • Partial refunds may be given if items are not returned in their original condition.
• Observations:
  • It might be useful to specify that original shipping fees are non-refundable (unless the error is on our part). • More detail on the inspection process can preempt disputes about “original condition.”

E. Return Shipping

• Current Practice:
  • UK orders benefit from free return shipping (with a prepaid label provided).
  • International customers are responsible for shipping costs.
• Observations:
  • Consider adding that items must be returned with a valid tracking number and that KOKOPRIME isn’t liable for lost packages without tracking.

F. Exchanges

• Current Practice:
  • Free exchanges are offered for defective, damaged, or incorrect items if contacted within 7 days.
• Observations:
  • Including a clause on product availability for exchanges helps manage expectations. • A brief note on how exchanges are handled if a replacement is unavailable could protect the company.

G. Initiating a Return

• Current Practice:
  • Clear instructions are given to contact customer service with an order number, item details, and return reason.
• Observations:
  • This section is straightforward but could include a reminder that failure to provide complete information may delay the process.

H. Late or Missing Refunds

• Current Practice:
  • Customers are advised to check with their bank or credit card company if a refund isn’t received in time.
• Observations:
  • This guidance is helpful; you might also add that customers should contact customer service if issues persist.

I. Overall Protection and Clarity

• Observations:
  • While the current policy is customer-friendly, adding a clause that reserves the right to modify terms or deny returns that don’t meet conditions would strengthen the company’s legal protection.
  • An explicit disclaimer regarding non-refundable shipping costs and details on dispute resolution can further protect KOKOPRIME.

2. Revised and Extended Version of the Policy

Below is an enhanced version of your Customer Satisfaction Guarantee and Returns Policy. This version is more comprehensive, uses precise language, and incorporates additional clauses to protect the company while remaining clear for customers.

KOKOPRIME Customer Satisfaction Guarantee and Returns Policy

Effective Date: [Insert Effective Date]

1. Overview and Commitment

At KOKOPRIME, our commitment is to provide high-quality products and exceptional customer service. If you are not completely satisfied with your purchase, our policy offers a clear process for returns, refunds, and exchanges. Please review the guidelines below carefully.

2. Return Period and Holiday Extensions

• Standard Return Window:
  Eligible items may be returned within 30 calendar days of receipt.
• Extended Holiday Returns:
  Purchases made between November 15 and December 31 are eligible for return until January 31 of the following year.
• Important:
  Returns received after these periods may be declined at our discretion.

3. Eligibility for Returns

To qualify for a return, the following conditions must be met:

• The item must be unused, undamaged, and in its original packaging.
• All original parts, accessories, and documentation must be included.
• A valid proof of purchase (order confirmation, receipt, or invoice) must accompany the return.
• KOKOPRIME reserves the right to refuse any return that does not meet these criteria.

4. Non-Returnable Items

The following items are not eligible for return:

• Custom or personalized orders.
• Gift cards.
• Health and hygiene products (e.g., face masks, earrings) for safety reasons.
• Clearance or sale items.
• Perishable goods.
• Please note: The non-returnable list is designed to ensure product integrity and hygiene standards. Should you have any questions, please contact our customer service.

5. Refund Process and Terms

• Inspection:
  Upon receiving your return, we will inspect the item to verify its condition.
• Refund Approval:
  Once approved, refunds will be issued to your original payment method within 7–10 business days.
• Shipping Costs:
  Original shipping fees are non-refundable unless the return is due to an error on our part.
• Partial Refunds:
  If the returned item is not in its original condition (e.g., missing parts or signs of use), a partial refund may be granted at our sole discretion.
• Note:
  The refund process is subject to a thorough inspection, and any discrepancy may result in a delay or adjustment of the refund amount.

6. Return Shipping and Handling

• UK Orders:
  We provide free return shipping for all orders within the United Kingdom, including a prepaid return label.
• International Orders:
  Customers outside the UK are responsible for return shipping costs unless the return is due to our error or a defective product.
• Return Shipping Requirements:
  All returned items must be sent with a valid tracking number. KOKOPRIME is not responsible for lost or undelivered packages if tracking information is not provided.

7. Exchanges and Replacements

• Defective or Damaged Items:
  If you receive a defective, damaged, or incorrect item, please notify us within 7 days of receipt to arrange for a free replacement or exchange.
• Exchange Conditions:
  Exchanges are subject to product availability. If a replacement is unavailable, a refund will be processed as outlined above.
• Procedure:
  Contact customer service with your order details and a description of the defect or damage to initiate the exchange process.

8. How to Initiate a Return or Exchange

• Contact Us:
  To start a return or exchange, please reach out to our customer service team:
  • Email: contact@kokoprime.co.uk / customer.service@kokoprime.co.uk
  • Phone: +44 078888 71716 / +44 02033 555 628
• Information Required:
  Please provide your order number, a description of the item(s), and the reason for the return or exchange. Incomplete information may delay the process.
• Next Steps:
  Our team will guide you through the return/exchange process and, if applicable, provide a prepaid return shipping label.

9. Late or Missing Refunds

• If Your Refund Is Delayed:
  If you do not receive your refund within 10 business days after approval:
  • Check with your bank or payment provider as processing times may vary.
  • Contact your credit card company for further details.
  • If the issue persists, please contact us at contact@kokoprime.co.uk.

10. Dispute Resolution and Governing Law

• Governing Law:
  Any disputes arising from this policy shall be governed by and construed in accordance with the laws of the United Kingdom.
• Dispute Resolution:
  KOKOPRIME reserves the right to seek resolution through mediation or arbitration before pursuing any legal remedies.

11. Amendments and Final Provisions

• Policy Amendments:
  KOKOPRIME reserves the right to modify or amend this policy at any time without prior notice. Changes will be effective immediately upon posting on our website.
• Customer Responsibility:
  It is the customer’s responsibility to review the policy periodically for any updates.
• Acceptance:
  By making a purchase with KOKOPRIME, you agree to the terms and conditions outlined in this policy.
• Severability:
  If any provision of this policy is found to be unenforceable, the remaining provisions will continue in full force and effect.

12. Contact Information

• Email: contact@kokoprime.co.uk / customer.service@kokoprime.co.uk
• Phone: +44 078888 71716 / +44 02033 555 628
• Address: 30-36 Cross Stamford Street, Leeds, LS7 1BA, United Kingdom

3. Conclusion

The revised policy expands upon the original by:

• Clarifying all conditions for returns and exchanges.
• Explicitly stating the company’s right to refuse returns that do not meet set criteria.
• Outlining detailed procedures and timelines for refunds.
• Including provisions that address shipping, dispute resolution, and policy amendments.

This extended version not only enhances clarity for your customers but also provides additional legal protection for KOKOPRIME, ensuring that your company’s interests are safeguarded while maintaining a high level of customer service.

Feel free to adjust specific clauses (such as refund shipping fees or governing law) to match your operational practices and legal requirements.