1. RIGHT OF WITHDRAWAL (RETURN):

Under the law has a period of fifteen (15) days from the date of receipt of the order to exercise its right of withdrawal without having to justify the reasons or pay penalties except for shipping costs, being an essential requirement to contact the customer service department by email to hello@kokuabarcelona.com or through the contact form on the web. If this prior communication is not carried out, it will not be possible to process the return.

In order to carry out the return it will be necessary to comply with these essential conditions:

1.         Products must be returned intact; they cannot be used or damaged. The customer is responsible for the product and its accessories are in perfect condition, as well as packaging the product so that it is not possible to damage during transport, assuming the customer possible damage during it.

2.         The products of the same order must be returned in the same shipment, not accepting returns of the same order separately.

3.         Communicate to Colors Kokua SL the return or change via email to hello@kokuabarcelona.com or Web contact form.

4.         *Returns are not allowed in countries outside the EUROPEAN UNION**

 

The return address is:

- Kokua Barcelona

- Placeta de Montcada 1,

- 08003 Barcelona, Spain

RETURNS PROCESSING:

Once we receive the goods in our warehouse, and after checking the status of it, we will proceed to refund the amount according to the method of payment made by the customer in the next 7 days.  The expenses of sending the return will not be reimbursed in any case.

If the product does not meet the conditions mentioned above and therefore its return will be rejected by Colors Kokua SL. In this case the client will be contacted and will have the option to return the items not accepted by Colors Kokua LS. The transport costs generated by this return (from the client to Colors Kokua SL and back to the client) customs duties or taxes if any, would be borne by the client.

If the client does not accept the option of keeping the product returned and rejected by Colors Kokua SL, the latter may keep the items and the amount thereof.

2. SIZE OR MODEL CHANGES:

If for any reason you are not fully satisfied, you have the possibility to exercise your right to change your purchase within 15 calendar days from the date you received the order.To change an order you must send an email to hello@kokuabarcelona.com within 15 calendar days informing us of the order number and the item(s) to be exchanged or returned, and in the shortest possible time we will respond to your request.

In order to carry out the return it will be necessary to comply with these essential conditions:

1.            Products must be returned intact; they cannot be used or damaged. The customer is responsible for the product and its accessories are in perfect condition, as well as packaging the product so that it is not possible to damage during transport, assuming the customer possible damage during it.

2.            The products of the same order must be returned in the same shipment, not accepting returns of the same order separately.

3.            Communicate to Colors Kokua SL the return or change via email to hello@kokuabarcelona.com or Customer Service Form of the website.

4.            *Exchanges or returns from countries outside the EUROPEAN UNION** are not allowed.

The direction for changes is:

- Kokua Barcelona

- Placeta de Montcada 1,

- 08003 Barcelona, Spain

Upon receipt of the item(s) Colors Kokua SL, will review their status and within a maximum of 7 working days from the date they were delivered we will process the change.

To exchange the purchased item, Colors Kokua Sl will contact the customer to inform him of other sizes or models available for exchange.

 In addition, the calculation of the difference of the final amount of the purchase will be made, using the prices in force on the date in which the original purchase was made, not being possible to apply prices changed later for discounts or special promotions.

If the balance is positive in favor of Colors Kokua, S.L., the customer must make a deposit to Colors Kokua, S.L. for the amount resulting from the difference.

If the balance is positive in favor of the customer, he will receive a credit for the amount resulting from the difference by the same method of payment with which he made the purchase.

Shipping costs from your home to our warehouse to proceed to the exchange will NEVER be reimbursed. They are the responsibility of the client.

- For countries members of the European Union:

In the first request for change of size, the costs of the new shipment to your home will be free.

- For countries outside the EU:

*Exchanges and returns are not allowed in countries outside the EUROPEAN UNION**.

3. DEFECTIVE PRODUCTS OR WRONG SHIPMENTS

In case the product is returned for lack of conformity (defective products or erroneous shipments attributable to Kokua), the user will have the right to opt either for the refund of money paid or for the restitution of the product for another of identical characteristics or other options that Kokua presents to him. In such cases Kokua will be responsible for the cost of shipping or return of the product.

The user has 15 days from the delivery of the product to be able to return it, being indispensable requirement that the department of attention to the client is put in contact by means of email to hello@kokuabarcelona.com or through the form of Attention to the client. If this prior communication is not carried out, it will not be possible to process the return.

In order to carry out the return/exchange it will be necessary to comply with these essential conditions:

1.                  The products must be returned intact; they cannot be used or damaged. The customer is responsible for the product and its accessories are in perfect condition, as well as packaging the product so that it is not possible to damage during transport, assuming the customer possible damage during it.

2.                  The products of the same order must be returned in the same shipment, not accepting returns of the same order separately.

3.                  Communicate to Colors Kokua SL the return or change via email to hello@kokuabarcelona.com or Customer Service Form of the website.

The refund of the amount will be made according to the way in which the user had initially paid for the purchase and provided that the previously indicated requirements are met.

 

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