Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If for any reason you would like to ask for a refund/replacement, please contact us at [email protected] or call us at +1（216）584-8972
and follow our guide.
Order Modifications and Cancellations
If you need to modify an order (change of color, or size) or cancel your order, please know that you have 5 hours to do that after you completed your order and checked out. We can no longer accommodate order modifications after that 5-hour window has lapsed. Should there be changes, please contact us as soon as possible.
If you need to change your shipping address, please note that we can do it within 2 days after you have completed your order.
When can I request a replacement or return?
We accept return and exchanges within 30 days.
We make sure each product you receive is of top condition. Return and replacements are provided if they meet the following criteria:
- The product is flawed.
- The product has poor quality.
- The product comes in a different design compared to what was presented in the website.
- The following information of the product is not the same as the order: type, size, color, material.
In the case of preferences, if you made an incorrect choice of size, this is not covered by our return and replacement policies.
How about damaged, incorrect, low quality products?
In the case of damaged, low quality products, we offer refund and replacements for the following reasons:
- The product has a poor design.
- You received a different size from what the preferences you have chosen.
- You received a different product from what you originally ordered from the site.
Please contact us with your order number and a clear photo that shows that the item is incorrect, the quality has been compromised, and the damage on the product you received.
How do I return items?
We accept returned products that meet the following conditions:
- Returned within 30 days.
- In its original condition.
- In its original packaging.
Contact us first at [email protected] to initiate the return and get your return approved, then please do the following:
- Pack the items to be returned.
- Go to the post office or a courier center to ship the items to our US warehouse located at 1043 Garland Ave Unit C #569 San Jose, CA 95126-3159
- Please provide us the tracking number from the post office or couriers.
After receiving tracking numbers from post offices or couriers, send the tracking number to [email protected].
You will receive an email as soon as we receive your items. You will get a notification from us whether your request has been approved or rejected.
Return Shipping Cost
You will be responsible for paying for your own shipping costs for returning items. Know that shipping costs are not refundable. For some, the shipping costs will be deducted from the requested refund.
At Kookalimba, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. We’ve made our Refund Policy as easy as possible.
Please note: If you did not receive the items that you ordered or are missing items that were supposed to come with your order, please reach out to the Kookalimba support team at [email protected]. We can only process these requests within 30 days after delivery.
Within 30 Days – You must request a refund within 30 days of the product being shipped to you. We offer full refund for any order received in defective or damaged condition, or missing items, within 30 days from [email protected].
As long as you meet the requirements described above, please follow these steps to request a refund on your order:
- Please reach out to the Kookalimba support team at [email protected] or call us at +1-（216）584-8972
- Describe the reason for your refund request (order received in defective or damaged condition, or missing items).
- We will review your refund request and, if the request meets all of our requirements, we will process the refund and send you a confirmation email within 2 business days.
- We are only able to credit the original method of payment used to make the purchase. Please allow at least 2 business days from the date of the confirmation email for your refund to be processed (processing times may vary).
- There are no fees for issuing refunds. When a refund is issued, the entire amount (fee included) is returned to the customer.
If you have any questions or concerns about requesting a refund, feel free to contact the Kookalimba support team at [email protected].
Please do not send your purchase back to the manufacturer.