Refund policy
RETURNS
RETURNS POLICY
To return a product you have 14 calendar days from receipt of order.
The products must be returned in the same condition in which you received them, along with their complete original packaging, labels and along with any accessories related to them. The customer will be responsible for proving that the items have been returned so we recommend that you always send your returns by a system that certifies delivery for your security.
You will be responsible for the cost of returning the product and under no circumstances will we accept returns sent freight collect.
If your return does not comply with the stipulated terms, you will not be entitled to any refund.
If the recipient of the products is different from the person who made the payment, the refund will be made to the person who made the payment.
Returned products must be sent in a single delivery. We reserve the right not to accept products belonging to a single order, returned and delivered at different times. Once we verify that the products you return to us meet all the specifications of the Return Policy, we will send you an email informing you that the return has been accepted. Whatever the payment system used by you, the refund will be implemented as soon as possible but always within 15 days of receipt of the returned product in our warehouse.
To make a return you must send the products to us at:
Kold kase
calle de la miel 14
28270 Colmenarejo
Madrid
And an email to info@koldkase.com indicating the return.
RETURNS OF DEFECTIVE PRODUCTS
If you receive an erroneous order or defective product, please contact us immediately, within 24 hours, through the email info@koldkase.com indicating the error or defect along with your personal data.
In case of problems with the packaging, you must inform the courier company at the time of receipt of the order, indicating it on the delivery note or on the electronic tablet of the delivery person.
We will proceed to carefully examine the returned product and will inform you by e-mail within a reasonable period of time if the product is to be returned or replaced (if applicable). The return or replacement of the item will be made as soon as possible and, in any case, within 30 days from the date on which we send you an e-mail confirming the return or replacement of the non-conforming item.
The amounts paid for those products that are returned because of any defect or defect, when it actually exists, will be refunded in full, including delivery charges incurred to deliver the item and the costs you would have incurred to return it to us. The refund will be made in the same manner used to pay for the purchase.
The rights recognized by the legislation in force remain unaffected.
GIFT OPTION
If you have received a gift item, to make an exchange or return you will have to follow the usual procedure of our Returns Policy. The amount of the return will be refunded to the person who made the purchase and in the same form of payment used.