Returns
Returns & Refunds Policy
At Okodoko Ltd, we are committed to providing a clear, structured, and customer-focused returns process that supports confidence at the point of purchase and provides a practical route for resolution where an item is no longer required, unsuitable, or otherwise eligible for return.
This Returns & Refunds Policy sets out the terms under which products may be returned to us, the responsibilities of the customer in relation to return costs, the address to which returns should be sent, and the expected timeframe for refund processing.
1. 60 Day Returns Period
Okodoko Ltd offers customers a 60 day returns period from the date the order is received.
This extended returns period is designed to provide customers with adequate time to inspect their purchase, assess suitability, and determine whether the item meets their requirements.
Where an item is eligible for return, it must be returned to us within this 60 day period. Returns received outside this timeframe may not be accepted unless otherwise agreed by Okodoko Ltd or required under applicable consumer legislation.
2. Change of Mind Returns
Where a customer wishes to return an item because they have changed their mind, ordered the wrong item, no longer require the product, or have otherwise decided that the item is not suitable for their needs, the customer will be responsible for arranging and paying for the cost of returning the goods to Okodoko Ltd.
For the avoidance of doubt, Okodoko Ltd does not cover return postage, courier charges, collection fees, or other return transportation costs where the return is due to a change of mind or customer preference.
Customers are advised to use a suitable tracked or recorded delivery service when returning goods. This provides confirmation that the return has been dispatched and assists in the event of delay, loss, or dispute during transit.
3. Return Address
All returns should be sent to the following address:
Okodoko Ltd Returns
H2D5 Mill 3
Pleasley Vale Business Park
Mansfield
Notts
NG19 8RL
United Kingdom
Please ensure that your return parcel includes sufficient information to allow us to identify your order. This should ideally include your name, order number, delivery postcode, and reason for return.
Where returns are received without adequate order information, there may be a delay while we attempt to match the returned item to the correct customer account or transaction record.
4. Condition of Returned Items
Returned goods should be sent back in a condition consistent with reasonable inspection only.
Where possible, items should be returned with their original packaging, labels, accessories, instructions, components, and any other materials supplied with the product.
Items must not be returned in a condition that is damaged, used beyond reasonable inspection, incomplete, altered, installed, or otherwise unsuitable for resale, unless the reason for return relates to a fault, defect, or issue for which Okodoko Ltd is responsible.
Okodoko Ltd reserves the right to inspect all returned goods before approving a refund. Where an item has been handled beyond what is necessary to establish its nature, characteristics, or functioning, we may make an appropriate deduction from the refund where permitted by law.
5. Refund Processing
Once your returned item has been received, checked, and approved by our returns team, we will aim to process your refund within 5 working days.
Refunds will usually be issued to the original payment method used when placing the order. Please note that once a refund has been processed by Okodoko Ltd, additional time may be required by your bank, card provider, payment platform, or other financial institution before the funds appear in your account.
The 5 working day timeframe refers to our internal refund processing target following receipt and approval of the returned goods.
6. Responsibility for Return Transit
Where the customer arranges the return of goods, responsibility for the safe return of the item remains with the customer until the parcel is received by Okodoko Ltd.
Customers should ensure that returned items are packaged securely and appropriately for transit. Packaging should be sufficient to protect the product from damage while in the care of the postal or courier service.
Okodoko Ltd cannot accept responsibility for items that are lost, delayed, misdirected, or damaged in transit where the return has been arranged by the customer.
7. Faulty, Damaged, or Incorrect Items
If an item is faulty, damaged on arrival, incorrect, or not as described, this will be handled separately from a standard change of mind return.
In these circumstances, please contact info@okodoko.co.uk as soon as reasonably possible so that the issue can be reviewed and an appropriate resolution can be arranged.
Depending on the circumstances, this may include a replacement, repair, refund, or another suitable remedy. Where the return is required due to an error by Okodoko Ltd or because the item is faulty, your statutory rights will apply.
8. Items Excluded from Return
Certain products may be excluded from return where appropriate, including but not limited to items that have been personalised, customised, made to order, sealed for hygiene or safety reasons and unsealed after delivery, or otherwise unsuitable for return due to their nature.
This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied, or not as described.
9. How to Return an Item
To help ensure your return is processed efficiently, please follow the steps below:
- Package the item securely, including all original parts, accessories, and packaging where possible.
- Include your order information inside the parcel, including your name, order number, postcode, and reason for return.
- Send the parcel to:
Okodoko Ltd Returns
H2D5 Mill 3
Pleasley Vale Business Park
Mansfield
Notts
NG19 8RL
United Kingdom