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Customer Service
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Contact Us
Feel free to contact us with any questions or queries you
have regarding our website, service or any other related
topic. Standard UK Rates apply -
sales@kandu-solutions.co.uk
Or write to us at:
Kandu-Solutions Ltd
Unit 5 Hatfield Regis Grange Farm
Hatfield Broad Oak
Bishop's Stortford
Herts
CM22 7JZ
How To Purchase Goods
We have made buying from kandu-solutions as simple as
possible. Our shopping basket will store items you have
placed within it for up to four hours. Each item for sale
will have an order button. When you press this button you
are taken to the order-processing page where the item will
be automatically added to your basket. To view items in the
shopping basket and amend them accordingly simply click on
the 'show order' section.
You can input how many of each item you would like, decide
to continue shopping, remove an item from the basket or
check out and place your secure order. It is at this time
you would be asked for your name and address and then your
credit card details if the shop has online authorisation.
From within the order processing page you can become a
clubishop member - by doing this you will be entitled to
various promotions that we run. It also enables us to store
your personal information to assist you when checking out.
This information will be stored in a 'cookie' on your
computer. We will not store any such information on our
system, in order to protect your privacy.
Accepted Payment
Paying online is simple, we accept Mastercard, Visa and
Switch debit cards. For more details see above. We authorise
all credit card orders in 'real-time' and an email will be
sent to you detailing your order. We do not debit your
credit card until your goods have been despatched.
If you place an offline order you will be contacted by one
of our representatives to arrange payment - this will
usually be by cheque or postal order. Please make cheques
payable to:
kandu-solutions Ltd
Privacy Policy
We only collect information when you order an item from the
site, enter a compeitition or subscribe to our mailing list.
In these cases you will be asked to complete some or all of
your personal details, credit card details and delivery
details. These details are passed to our accounts system via
a secure server and not available to any other parties other
than our Payment Solution Provider - ishop, who will not use
your details for any reason other than processing your
order. All information is collected lawfully and in
accordance with the Data Protection Act 1998.
Most areas where we collect information will have an opt out
option, so you can ensure you do not receive any further
information from us. If there is no opt out option (e.g. the
secure order form) then you can safely assume you will not
be added to our mailing list. We only send emails to
customers who choose to receive them. We never pass your
information on to any 3rd parties.
Security Policy
Since inception the ishop system has processed over 150,000
items to over 35,000 unique customers. We take security
seriously and our systems are monitored 24/7. We are an
approved payment solution provider for Barclays Merchant
Services, Nat West Streamline and The Bank of Scotland, and
as such our security systems have been vetted.
Is my transaction secure?
Every on-line transaction made within kandu-solutions Ltd is
transmitted across the Internet using SSL (Secure Socket
Layer) encryption. This industry standard method ensures
that information sent from your browser is scrambled whilst
in transit and decoded when it arrives on our server. You
are far safer using your credit card within kandu-solutions
Ltd than you are in a restaurant in your local high street.
We take the issue of security very seriously and have taken
every step possible to protect you. Our servers sit behind a
state of the art hardware firewall and the computer that
handles the card services is a bastion host of the ishop
mall servers, and not accessible from the Internet. We have
employed the services of one of the countries’ leading
security experts who regularly monitors and updates our systems.
What if I have problems ordering?
Common reasons for problems when pressing the order button are;
i) You are using an old browser that doesn't support SSL
encryption.
ii) You are browsing from behind a corporate firewall that
will not allow secure connections. Speak to the system
administrator at your office. They will either rectify the
problem or you will have to order from another location.
To check, point your browser to https://www.microsoft.com/
if you cannot connect to the Microsoft secure server it is
likely that one of the above faults apply.
If you are able to connect to Microsoft please call our
hotline number and report the fault to us. We will assist
you if we can.
What if I do not receive my goods?
Please wait 28 days if you are in the UK. If you do not
receive your goods after this period of time, please contact
us on sales@kandu-solutions.co.uk
with your order number to hand. This number will be included
in the e-mail you received when you ordered the goods from
our shop. We will strive to resolve the issue immediately.
When is my credit card debited?
Your card will normally be debited when the goods are
dispatched. An authorisation takes place when you place your
order. This simply guarantees that the funds are available
on your card and that payment will be made to us. This
authorisation remains valid for ten days.If certain items in
your order are out of stock or unobtainable we will only
partially debit your card order. We are also able to cancel
or refund individual items of your order should this become
necessary.
What happens if my card authorisation fails?
If the authorisation fails, the most likely explanation is
that you have input your card details incorrectly. If this
happens, press the back button on your browser and you will
be returned to the card input page. Check that all the
details are correct, and make any changes necessary before
proceeding. If all the details are correct and you still
fail to get an authorisation then we advise that you contact
your card issuer to establish why your card was not
authorised. We will receive your order anyway and may
contact you to arrange for alternative methods of payment.
What risks are involved in buying online?
All personal data, including your card number is transmitted
over secure connections, meaning that no-one can 'eavesdrop'
and capture your details. In addition to this, your card
details are not viewable by us at all, they are simply
transmitted over the bank's private X25 network for
authorisation and payment transactions. You are protected
because the transaction was carried out as 'Cardholder not
present.' This means that any payments will be refunded to
your card should it be used fraudulently by someone else or
you do not receive what you ordered.
Stock Levels
Our products are offered subject to availability. If for any
reason we cannot supply you with any part of your order we
will contact you via email or phone to advise you. We may
need to cancel or refund the item from your order, in which
case the funds will be paid directly back into your account
if monies are already taken.
Prices are subject to change without notice.
Delivery Policy
All items for sale are usually kept in stock. If for any
reason we cannot dispatch your order within 72 hours
(excluding weekends) we will notify you by telephone or
email. You will be given the opportunity to cancel the out
of stock items or will be given an expected date of delivery.
If goods are not in stock, delivery should be within 28 days.
Acknowledgement of Orders
We will acknowledge all orders by e-mail.
Returns Policy
We offer a full money back guarantee. Any defective item can
be exchanged for a full refund including original postage
and packaging up to 30 days after purchase. Goods must be
returned in the original packaging (we do not collect) to allow us to resell the product.
If the item is not defective then you will need to return the item at your own cost again in it's original packaging in order that we may
resell the product. If you have received a defective item
then you can return the product within 7 days and choose a
full refund, including any initial postage and packaging
charges, or replacement (if available).
The returns address is
Trinity Warehousing Ltd, Building 275, MDPGA Wethersfield, Wethersfield, Essex, CM7 4AZ.
All refunds are subject to inspection, so please make sure you insure your return as we will not accept goods that are damaged by your courier.
Cancelling Your Order
You can cancel your order up to 7 working days beginning the
day after you receive the goods. If you do wish to cancel
your order we will request that you return the item(s) at
your own cost in it's original packaging (we do not collect). We will issue you with a refund within 30 days of receiving the goods (all
refunds are subject to inspection) providing the goods are in good condition to allow us to resell the product.
All products carry a 12 months manufacturers warranty
against faulty workmanship.
Complaints
Should you have any complaint regarding this site, the
services offered, or given, please email
sales@kandu-solutions.co.uk and we will respond in detail
within five working days during which time we may need to
contact you. We will endeavour to keep you well informed at
all times.
This does not affect your statutory rights as a consumer.
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