Refund policy
Returns & Refunds Policy
Koleka Shop is a trading brand operated by AHU-ENNA SIA.
We want every Koleka Shop order to arrive exactly as expected. If there is a problem with your order, contact us at davis@kolekashop.com and we’ll help resolve it.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, misprinted, or you receive the wrong product, please contact us within 30 days of receiving your order.
Include:
- Your order number
- A description of the problem
- Clear photos showing the item and the issue
Once we review the claim, we may provide a replacement or refund at no additional cost.
In most cases, damaged or defective products will not need to be returned unless we specifically ask you to do so. This closely matches the fulfillment policy used for these orders.
Returns and exchanges
Most of our products are produced individually after an order is placed. Because of this, outside of any mandatory consumer rights that apply to you, we generally cannot accept returns or exchanges for:
- Ordering the wrong size
- Ordering the wrong colour
- Changing your mind
- Accidental purchases
- Incorrect information provided when placing the order
Please check the product description and sizing information carefully before ordering.
If you believe your item qualifies for a return, contact us first at davis@kolekashop.com.
Please do not send an item back without contacting us first. If a return is required, we will provide the correct return instructions and address.
Size exchanges
We do not normally offer exchanges when the wrong size was ordered.
If you receive a product that is incorrectly labelled or different from the size you ordered, contact us within 30 days with your order number and photos of the item. We will review the issue and arrange a replacement or refund where appropriate.
Incorrect shipping address
Customers are responsible for providing a complete and accurate delivery address when ordering.
If you notice a mistake, contact davis@kolekashop.com as soon as possible.
If an order has already been shipped or is returned because of an incorrect, incomplete, or undeliverable address, additional shipping charges may apply before the item can be sent again.
Lost packages
If your package has not arrived and appears to be lost in transit, contact us at davis@kolekashop.com.
Claims for packages lost in transit should normally be made within 30 days of the estimated delivery date. We will investigate the shipment and, where appropriate, arrange a replacement or refund.
European Union right of withdrawal
If you are a consumer in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason.
To exercise this right, contact us at davis@kolekashop.com within the 14-day period and clearly state that you wish to withdraw from the purchase.
Unless we tell you otherwise, you will be responsible for the direct cost of returning products under the statutory right of withdrawal. Under EU rules, the original standard delivery cost must generally be reimbursed, although additional delivery charges resulting from choosing a more expensive shipping option do not have to be refunded.
You may inspect the product as you reasonably would in a physical shop. If the item has been used or handled beyond what is necessary to inspect it, any resulting reduction in value may be deducted from the refund.
Certain products may be excluded from the 14-day withdrawal right where permitted by law, including products that are clearly personalised or manufactured according to the customer's individual specifications.
Your statutory consumer rights are not affected by this policy.
Refunds
Once a refund has been approved, it will be issued to the original payment method.
For statutory EU withdrawals, refunds will be processed in accordance with applicable consumer law. We may withhold the refund until the returned item has been received or you provide evidence that it has been sent back.
After a refund is processed, your bank or payment provider may take additional time to show the funds in your account.
If you have not received an approved refund after 15 business days, contact us at:
Contact
For returns, damaged products, incorrect orders, refunds, or other order-related questions:
Koleka Shop
Email: davis@kolekashop.com