RIGHT OF WITHDRAWAL / ORDER CANCELLATION – ORDER CANCELLATION AND REFUND OF PAYMENT
The customer may cancel their purchase within 7 (seven) calendar days from the day after receiving the product and request a refund of the amount paid.
Once the order has reached the billing stage, all processing and logistics costs have already been incurred. From that point on, cancellation is only possible after delivery.
To exercise the right of withdrawal, the customer must follow the procedure below:
a) Notify our customer service team (kollid.shop@gmail.com) within 7 (seven) calendar days of receiving the product. Returns will not be accepted without prior communication with customer service;
b) Handle the product carefully. The product must be returned in its original packaging, without signs of use and/or damage of any kind, with the original seal unbroken, and including the manual, warranty terms, all accessories, and any other free items or components delivered with the product;
c) Follow the additional shipping conditions (postal service, delivery to carrier) and adhere to the return deadlines, which may vary depending on the specific situation and will be clearly communicated by customer service when the cancellation request is made.
If the customer does not meet any of the above conditions, the supplier is not obliged to accept the withdrawal request.
All products will be assessed/inspected within 10 (ten) business days of being received at the supplier's address by the supplier’s technical team.
If any of the conditions are not met, the withdrawal request will be denied, and the product will be returned to the customer without prior notice.
If the customer meets all the above conditions, the supplier will refund the amount paid for the returned product, including shipping costs, using the same payment method used by the customer at the time of purchase, in accordance with the REFUND TERMS outlined below.
PRODUCTS WITH MANUFACTURING DEFECTS
If the customer believes they received a new product with a manufacturing defect, they must contact our customer service within 7 (seven) calendar days of receiving the product to request repair, replacement, or a refund.
In this case, the customer must follow this procedure:
a) Contact customer service (kollid.shop@gmail.com) within 7 (seven) calendar days of receiving the product to report the defect and make their request. Returns will not be accepted without prior communication with customer service;
b) Handle the product carefully. The product must be returned in its original packaging, without signs of use or damage unrelated to the alleged defect, with the original seal unbroken, and including the invoice, manual, warranty terms, all accessories, and any other free items or components included in the original delivery;
c) Follow the additional shipping conditions (postal service, delivery to carrier) and respect the return deadlines, which may vary depending on the specific situation and will be clearly communicated by customer service when the request is made.
All products will be assessed/inspected within 10 (ten) business days of being received at the supplier’s address by the technical team.
If any condition is not met, the supplier is not obligated to honor the request for exchange or refund, and the general product warranty terms will apply. The supplier is not required to provide warranty repairs if there are signs of misuse of the product.
If the customer meets all conditions, the supplier will respond as follows:
a) Repair: carried out according to the product's general warranty terms;
b) Replacement: The product will be replaced with an identical item, subject to availability. The new product will be shipped within 10 (ten) business days after the analysis period. If the product is out of stock, the replacement request will automatically be converted into a refund;
c) Refund: The supplier will refund the amount paid by the customer for the returned product, including shipping costs, using the same payment method used at purchase, in accordance with the REFUND TERMS of this policy.
These conditions apply only if the customer reports the defect within 7 (seven) calendar days of receiving the product. For reports after this period, the general warranty terms will apply.
REFUND TERMS
If the customer meets all the previously mentioned conditions for approving a refund request, the supplier will refund the amount using the same method chosen at purchase:
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PURCHASES PAID BY BANK TRANSFER: The amount will be transferred by the supplier to an existing bank account in the customer's name within 30 (thirty) business days after the product evaluation period.
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PURCHASES PAID BY CREDIT CARD: The refund decision will be communicated to the card company within 30 (thirty) business days after the product evaluation period. The card company will issue the refund depending on the card billing cycle, either in one or two upcoming statements.
IMPORTANT: The refund timeline depends on your billing cycle and is the responsibility of the card provider.
REFUSAL OF PRODUCTS
All products are shipped properly packed, both in their specific and transport packaging (depending on the product type). If any of the following situations occur, the customer must refuse the delivery:
a) Opened or damaged packaging (specific and/or transport);
b) The product does not match the order;
c) Missing accessories.
If delivery is refused, the customer must:
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State the reason for refusal on the back of the invoice (Danfe) and return it to the delivery person along with the product;
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Refuse all items in the shipment — partial refusal is not possible;
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Contact customer service as soon as possible to report the incident and receive further instructions.
If the customer accepts the delivery but later notices one of the above issues, they must document the issue with photos/videos and contact customer service within 48 (forty-eight) hours.
If you need assistance, feel free to email us at: kollid.shop@gmail.com
Thank you very much, and we hope to be of service to you!
Best regards,
The Kollid Team 🔗