Refund policy
RETURNS AND REFUNDS POLICY
1. RIGHT OF WITHDRAWAL AND RETURN PERIOD
Customers have the right to return one or more products purchased from our website within 30 calendar days from the date of receipt, without providing any reason, in accordance with current distance selling regulations. If more than 30 days have passed since receipt, we unfortunately cannot offer a refund or exchange, unless otherwise provided by law.
2. CONDITIONS FOR RETURN ACCEPTANCE
To be eligible for a return or refund, products must meet the following conditions:
- Products must be unused, unworn, unwashed, and free from any signs of wear, stains, odors, alterations, or tampering.
- Products must be returned in their original packaging, including all tags, accessories, manuals, boxes, dust bags, and protective materials received at the time of purchase.
- Security seals and tags must still be attached to the product and intact.
- Returns of personalized or custom-made items are not accepted, nor are sealed products that cannot be returned for hygiene or health reasons (such as underwear, swimwear without protective adhesive, personal care products, opened or used perfumes and cosmetics), or products whose description explicitly stated "non-returnable."
- Any complimentary items received must be returned together with the products to obtain a full refund.
We reserve the right to refuse returns that do not meet these conditions or that are damaged, worn, missing tags, or incomplete.
3. RETURN PROCEDURE
To process a return, customers must follow these steps:
Return Request Communication
The customer must submit a return request to hello@hellokotos.com within 30 days of receiving the products. The request must include:
- Order number
- Full name used for the purchase
- Email address used when placing the order
- List of items to be returned
- Reason for return (optional, but helpful for improving our service)
- Photos of the items if the return is due to defects, errors, or damage
Receipt of Instructions
Once the request is received, our Customer Service team will respond within 24-48 business hours providing detailed instructions on how to proceed with the return shipment and indicating the address to send the package to.
Return Shipment
The customer must ship the returned products using a trackable service and retain the receipt and tracking code until confirmation of receipt from our warehouse.
Unless otherwise indicated, return shipping costs are the responsibility of the customer. In case of shipping error on our part (wrong, defective, or damaged item), shipping costs will be covered by us or refunded upon presentation of the receipt.
4. RETURN VERIFICATION AND APPROVAL
After receiving the return at our warehouse, we will conduct a thorough inspection of the items' condition.
Inspection typically takes up to 7 business days from receipt of the package.
If the return is approved, the customer will receive an approval notification and the refund or exchange process will begin.
If the product does not meet the criteria listed above, the return will be rejected and the product will be shipped back to the customer at their expense.
5. REFUND OPTIONS
Depending on customer preference, the following refund options are available:
Refund to Original Payment Method
The amount for returned items will be credited using the same payment method used at the time of purchase (credit card, PayPal, etc.).
The time required for the refund to appear in your account depends on the processing times of your bank or payment provider (up to 14 business days from refund confirmation).
Store Credit/Gift Voucher
Alternatively, customers may choose to receive a store credit voucher usable for future orders. This voucher will be equal to the value of the returned items or, in some cases, may be increased as a promotion.
The voucher is valid for 12 months and is not convertible to cash.
Item Replacement or Exchange
In case of defective or incorrect items, a free replacement with a new product may be requested (subject to warehouse availability).
6. DEFECTIVE OR INCORRECT ITEMS
If you receive a defective, damaged, or incorrect product, please contact Customer Service within 7 days of delivery, specifying the issue and attaching detailed photographs of the item and packaging.
After verification, we will provide a free replacement of the item or a full refund, including shipping costs.
7. RETURN SHIPPING COSTS
Return shipping costs are generally the responsibility of the customer.
If the return concerns defective, damaged, or incorrectly received items, we will cover the shipping costs or refund them upon presentation of the relevant receipt.
8. PROCESSING TIMES
Processing time for returns, from receipt at our warehouse to completion of the refund or replacement procedure, may take up to 14 business days.
You will receive email confirmation both upon receipt of the return and upon completion of the refund/exchange procedure.
9. ORDER CANCELLATION AND MODIFICATION
If you wish to cancel or modify an order before it is shipped, please promptly contact our Customer Service at hello@hellokotos.com
If the order has already been shipped, you will need to wait for delivery and follow the return procedure outlined above.
10. NON-RETURNABLE PRODUCTS
For hygiene or personalization reasons, the following items cannot be returned, except in case of manufacturing defects:
- Underwear, swimwear without hygienic protection, socks, piercing jewelry, and earrings
- Cosmetic products, perfumes, and personal care products that have been opened or used
- Personalized products, custom-made items, or products made to customer specifications
- Any product whose description states "non-returnable"
11. CUSTOMER RESPONSIBILITY
The customer is responsible for adequately packaging returned items to prevent damage during transit. We recommend using a trackable and insured shipping service.
We are not responsible for packages lost, damaged, or not delivered due to errors in the address provided.
12. CONTACT INFORMATION
For any questions, assistance requests, or clarification regarding return or refund conditions, you can contact us at:
Email: hello@hellokotos.com
Our Customer Service is available Monday to Friday from 9:00 AM to 8:00 PM, and Saturday from 9:00 AM to 1:00 PM.
We respond to all inquiries within 24-48 business hours.
13. ADDITIONAL INFORMATION
We reserve the right to modify this return policy at any time. Changes will be posted on this page and will take immediate effect for all orders placed after the publication date.
We recommend keeping your return shipping receipt until you have received confirmation of refund or replacement.
Last Updated: February 2025
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