Refund policy
At KOERA, we carefully inspect our products and aim to ensure every order arrives in proper condition. Due to the nature of our products and for hygiene and safety reasons, all sales are final.
Returns & Exchanges
We do not accept returns or exchanges for change of mind, incorrect selection, personal preference, or any other non-defective reason.
Once an order has been delivered, it cannot be returned or exchanged unless the item is confirmed to be defective, damaged, or incorrect upon arrival, subject to applicable consumer protection laws.
Defective, Damaged or Incorrect Items
If your item arrives defective, damaged, or you receive the wrong product, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photos or video showing the defect or damage
Our team will review your request and determine the appropriate resolution.
If the product is confirmed to be defective, damaged, or incorrect, KOERA may offer a replacement or refund, as appropriate.
Please do not dispose of the product or return it without contacting us first.
Non-Returnable Items
For hygiene and safety reasons, products that have been opened, used, worn, tested, or removed from their original protective packaging or hygiene seal cannot be returned or exchanged, except where the product is defective or otherwise required by applicable law.
Change of Mind
We do not provide refunds or exchanges because of change of mind, including situations where a customer no longer wants the product after placing or receiving their order.
Please review product descriptions and order details carefully before completing your purchase.
Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible after placing it.
We cannot guarantee cancellation or modification once an order has entered processing or has been shipped.
Refunds for Approved Claims
If a refund is approved, it will be issued to your original payment method.
Please allow additional processing time for your bank or payment provider to reflect the refund in your account.
Shipping Costs
Original shipping charges are generally non-refundable unless the refund results from an error by KOERA or where otherwise required by applicable law.
Contact Us
If you receive a defective, damaged, or incorrect item, please contact our customer support team and include your order number and supporting photos or video so we can assist you.