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Come visit, you'll find us at home here in the heart of the Galilee of Israel in the village of
Galilee, Israel 20129
Kandu warrants all its products are free from defects in material or workmanship. If your product shows any sign of material or workmanship defect, we will repair or replace it at no charge for a period of one (1) year commencing on the date of original retail purchase through an Authorized Kandu Dealer.
Kandu does not guarantee any product that has been lost or damaged by accident, neglect or misuse. This includes any product that has been altered or repaired by anyone other than an authorized dealer.
This warranty only applies to the original purchaser. Any replaced product will remain under warranty only during the remaining warranty period of the original product purchase. Products shipped to any of our warehouses for repair or return shall be done so at the customers own expense.
What are my delivery options?
We offer the choice of free USPS delivery in the continental US & the choice of USPS or TNT shipping services for the rest of the US and international delivery.
How can I track my order?
The moment we ship your cajon we'll email you the tracking number of your delivery.
How can I contact the couriers?
You'll get the website with their contact details in the same email.
RETURNS & REFUND POLICY
If for whatever reason you change your mind and wish to return your order after it has been delivered, we offer a 'Return To Base'
policy whereby you can return unopened / unused goods to us either at Kandu HQ here in Israel or to one of our growing number of international bases. As long as you return the product(s) within seven (7) days of the original delivery date, we will refund the full amount of the purchase, minus any carriage charges that we incur.
We accept returns even if you have opened the goods to inspect them, as long as you return them within seven working days* from the day of delivery, and the product(s) are in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with it. (*Working days means all days other than Saturday, Sunday and public holidays.) The product must not have been used, and in the event of any signs of use or damage they will not be refundable.
There are two ways to trigger the refund process if you wish to return your purchase:
- Via the ‘Contact us’ form on our website
- By phoning us on +972 4 6619201.
We will provide a full refund for the cost of the product minus any delivery charges we may incur. Refunds usually take 7-10 working days from receipt and inspection of the returned items.
Cancellations --- If I change my mind...
You’ve changed your mind about the item you’ve purchased and want to cancel your order before it's shipped - no problem. Just email us via the contact form or ring us on +972 4 6619201 and we'll refund your payment in full.
Signing For Goods From Our Courier
- You must sign for the item/s upon delivery as "unchecked". If you do not do this, no claim can be made against the courier in case of damage during shipping.
Damaged Goods - What happens if my product arrives damaged?
On the very rare occasions that it happens that a product is damaged in transit, please email or call us within 24 hours [Sunday to Friday] on +972 4 6619201. You must keep the customer copy of your shipping bill and we'll ask you to scan and send it to us, along with photos of the damage to both the packing and the product. You may also be asked to write and sign a short declaration about the damage.
Faulty goods - What happens if my item is faulty?
If you suspect a fault with your product with 1 week of delivery, please contact us via email or phone us +972 4 6619201.
Please note that we may ask to inspect the problem by photo, Skype/Facetime or other means to confirm the fault or ask you to carry out a telephone diagnostic to see if it is a problem that can be resolved quickly.
If a fault occurs within the 1 year warranty period, the goods may be returned to be fully repaired or replaced by us.
If upon receipt it is found that the fault has been caused through misuse of the product, we will not offer a refund or replace service but will check if you wish us to repair the damage - which will be charged for.
Still unable to resolve the problem?
We’ll be delighted to assist you further: email or phone us on +972 4 6619201.