Returns & Exchanges
1 – RETURNS
At Koahari we want you to feel super satisfied with your order. Therefore, you will notice that if the obvious requirements are met, ALL RETURNS are FREE (except return shipping costs = 10 euros)
You have a maximum period of 14 calendar days from receipt to arrival back in Koahari to return any product according to the instructions. Notify your wish for a return to hola@koahari.com.
You can also come to our space located at c/ Sorní 22, 1º in Valencia to make your return without shipping costs.
WE DO NOT ACCEPT RETURN OF A CUSTOM DESIGN.
- return because you don't like it:
We don't want you to be left with anything you don't like, so you can return an item if it doesn't meet your expectations.
Send an e-mail to hola@koahari.com with the subject RETURN explaining the reason for your return and indicating your name and surname, your order number, e-mail, model, size and card holder or card holder and number. account if you have paid cash on delivery.
Koahari will put at your disposal its transport agency that will pick up your package at the address you want. The cost of return transportation is €10. If you use another transport agency, you will bear the costs. (We do not accept returns sent through the Post Office)
When it is received by us, and after checking its perfect condition, we will proceed to refund the total amount, except for the €10 shipping costs. If the product is not in perfect condition (it has been used or damaged), Koahari will return the package to the customer with postage due and will not issue a refund.
We will refund the return within 30 calendar days. If you made the cash on delivery payment, you must provide an account number in which you can make the refund. If you made the payment by Paypal or by credit card, the refund will be made by the same means.
- The product is incorrect, has a defect or has been damaged during transport:
We pay close attention to ensuring that all our items and shipments are in perfect condition. If, even so, you receive an incorrect or defective item, contact us immediately through hola@koahari.com or by calling us at 663343082. Before using the product, verify that the color, size, model, etc If there is any anomaly, also make an immediate claim, before opening the seal or packaging.
When the product has been damaged during transport, it is essential that you notify us within 7 days of receiving the merchandise and that you note the incident on the carrier's delivery note.
Products must be returned in a protected manner, including them in a protective box or bag. Koahari makes our transport company available to the buyer to collect the merchandise, completely free of charge. If you wish to return the merchandise with a different transport company, you must assume the transport cost.
- withdrawal (you do not accept the product and do not open it from reception):
In accordance with the provisions of the Consumer Defense Law, you have the Right of Withdrawal, by virtue of which you can return the product.
The exercise of this right of withdrawal must be carried out within a maximum period of 14 calendar days from receipt. You must notify us, through email hola@koahari.com, of your decision to withdraw from the purchase made.
In order to exercise this right, the product must be in perfect condition and retain the original packaging: closed plastic bag and unopened package. In the event that the products do not arrive in perfect condition, Koahari reserves the right to pay a lower amount for the return, a circumstance that will be notified to you.
The refund of the purchase amount will be made once the condition of the merchandise has been verified, through the same means of payment used in the purchase and, in any case, within a maximum of 14 calendar days from the reliable receipt of the withdrawal request, as long as it is Koahari who manages the collection of the item. If you made the payment on delivery you will have to provide us with an account number so that we can deposit the refund amount. If you return the item through a transport company of your choice, the 14-day period will begin to run from the moment Koahari has effective knowledge of the shipment of the merchandise or, failing that, from the moment it is received.
The return costs derived from the exercise of the right of withdrawal if the buyer chooses our transport company will be totally FREE . The product will be collected at the home within an established time slot, but at NO COST to the customer. In this way, Koahari aims to be a leader in satisfaction for our clients since quality, comfort, reliability and speed in our purchasing process are fundamental for our firm.
- If you have not received your order yet:
If you have not yet received the order and wish to cancel or modify it, you only have to inform us of the changes you want to make within a maximum period of 7 calendar days, without this incurring any cost if your order has not yet been processed.
Contact for returns:
Telephone : 663343082
Email : hola@koahari.com
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2 – FREE EXCHANGES
At Koahari we want to give maximum confidence, so product changes are FREE (without any shipping costs of any kind). You have 7 calendar days from the date of receipt of the shipment. You can change the size, color or the item directly. To make the change you must follow the following process:
Send an email with the subject CHANGE as quickly as possible within 7 days to our email hola@koahari.com or call 663343082. Once we contact you, we will come as soon as possible to pick up the product. to change.
The product must be wrapped in its original packaging so that it is protected and must not present any defect.
Finally, Koahari will notify receipt of the product to be exchanged via email along with a review of its status and confirmation of the exchange according to availability. For second changes, notify beforehand to hola@koahari.com . If there is a price difference in the exchanged items, a refund will be made in the same payment method that you used for your purchase.
3 – GUARANTEES
All our products are guaranteed nationwide against manufacturing defects for 2 years from the date of purchase. The warranty does not include damage caused by misuse or normal wear and tear.
In the event of a defective product, we may proceed, as appropriate, to repair, replace, reduce the price or terminate the contract, procedures that will be free of charge for the consumer and user.
We will be liable for any lack of conformity that appears within a period of two years from delivery. The consumer and user must inform us of the lack of conformity within two months of becoming aware of it.
Unless proven otherwise, it will be understood that the products comply with the contract as long as they meet all the requirements expressed below:
a) They conform to the description made and possess the qualities of the product that we have presented to the consumer and user in the form of a sample or model.
b) They are suitable for the uses to which similar products are ordinarily intended.
c) They present the usual quality and performance of a product of the same type that the consumer and user can reasonably expect, taking into account the nature of the product.
3 – CONFLICT RESOLUTION
As required by the new European regulations, we inform users of the existence of a European dispute resolution platform for online contracting. Thus, for the resolution of consumer disputes (in accordance with Art. 14.1 of Regulation (EU) 524/2013), the European Commission provides an online dispute resolution platform that is available at the following link:
https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=ES