HOW TO RETURN AN ITEM?
If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order.
Please provide your order number, as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
Only items purchased directly from Kolqa will be accepted. For products bought from authorized retailers, please contact them directly for returns.
Returned items must be in their original packaging, including all accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent them to you, and in their original packaging. Stains, folded cards, broken seals / broken plastic sheets will not be accepted. If the condition of the product sent back to us is not in an acceptable condition, we reserve the right to refuse a refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrectly purchased products, and products damaged by customer mishandling.
Returns made without a receipt may be refused. Kolqa reserves the right to deny any return.
WHAT IF THE ITEMS I RECEIVED ARE DEFECTIVE / INCORRECT / DAMAGED?
Did you receive a defective unit or the wrong product? Are you simply unsatisfied with your order?
Please contact our Customer Support team on our contact page to initiate the return process. Please include the following information:
Order Number
Proof of Purchase
Video or photo of the defective product (if applicable)
Full delivery address
Contact phone number
In some cases, you may need to include a video or a photo of the defective product as proof in order to refund or replace the product.
How long does the return process take?
Processing returns may take up to 14 business days from the day we receive your returned item. We will send you an email confirmation once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling costs.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receiving the returned item or cancellation request. Please contact the card-issuing bank if you have any questions about when the credit will be posted to your account.
If you haven’t yet received a credit for your return, here’s what you should do:
Contact the bank / credit card company. It may take some time before your refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Be sure to provide your order number and the modification you would like to make, and we will confirm once the modification has been completed. Please note that any orders that have already been packaged or shipped cannot be modified or canceled.