Return process

If after your purchase you are not satisfied with any item, you may return the products ordered within 15 (fifteen) days of receipt, provided that the products have not been used, maintain their original characteristics, labels intact and are complete. All material accompanying the orders must be returned.

If you wish to exchange one or more items, simply place a new order after returning the items.

Please pack items securely in their original packaging before shipping.

1. Free home collection (Mainland Portugal)

You must request the return of your order by contacting our Customer Service Department via email at info@koatistore.com or by calling +351 252 860 700 (calling from a national landline), indicating the items you wish to return, as well as your order number. After contacting us, we will arrange the collection.

2. Return using your own means

Products returned by you due to a defect confirmed by us will be refunded in full, including the cost of shipping and the cost incurred by you in returning the item. In all other situations, the customer will be responsible for the cost of shipping and the cost of returning the item. All returns must be sent within 15 days of receipt of the order to the address:

Costafil
1119
4780-031 Sands
Santo Tirso – Portugal

Please note: Items will remain your responsibility until they reach us and are accepted by us. For your own protection, we recommend that you send your order using a courier that will insure you for the value of the items.

Please note, in case of delay or loss, KOATI reserves the right not to accept the return and/or not to refund the corresponding amount.

If the returned items are damaged or worn, KOATI reserves the right not to accept the return and to refuse to refund the same.

Refunds

1. If you have cancelled the Contract between us within the 15-day withdrawal period, we will process the refund due to you as soon as possible, in any event within 15 days from the day on which you gave notice of cancellation. In this case, we will refund the full price of the Product.

2. For any other reason, including defective products, we will inspect the returned product and notify you of your refund by email. Once we have confirmed your refund, we will usually process the refund due within 5 working days of receiving your return at our logistics centre. Products returned by you due to a defect that has been confirmed by us will be refunded in full, including a refund of the shipping costs, as well as the cost incurred by you in returning the item. In all other situations, you will be responsible for the shipping costs and the cost of returning the item.

Note: The refund will be made using the same payment method used for the purchase. If you paid via Multibanco, you will be asked for your IBAN so that we can make the appropriate refund.