Return and refund terms
Welcome to the Colenella website (hereinafter referred to as the “Website”). We are committed to ensuring your shopping experience is satisfactory. If you are not completely satisfied with your purchase, we will do our best to resolve your issue. Below are our detailed return and refund terms. Please read the following carefully.
Scope of application
This return and refund policy applies to all items purchased on the Colenella website.
- Return conditions
Product status:
All returned items must be in new, unused condition with all original labels and packaging.
Return period:
You must return the product within 30 days of receiving it. Requests beyond the return period will not be processed.
No return cases:
Personalized items, gift cards, promotional items (if not due to quality issues) will not be returned.
- Return process
Return application:
Please contact us by email at [email protected] or call our customer Service line at (208) 322-0983 with your order number, reason for return, and a photo if required.
Return approval:
We will process your return request within 2 business days of receiving it and notify you of the return approval and the specific return process by email or phone.
Return shipping:
Upon receipt of return approval, please send the item to the following address:
Colenla
119
The return transportation cost is borne by the customer. It is recommended that you choose a traceable mode of transport and keep your shipping documents.
Iv. Refund Policy
Refund method:
Refunds will be processed using the original payment method. If you paid with a credit or debit card, the refund will be returned to the original card. If you use another payment method, the refund will be refunded to your payment account.
Refund processing time:
After we receive and inspect your returned item, the refund will be processed within 7-10 business days. Please note that bank processing times may affect refund arrival times.
Partial refund:
If the product has traces of use or lacks the original packaging and label, we will determine the amount of a partial refund at our discretion, depending on the condition of the product.
- Exchange policy
Exchange conditions:
If you need to exchange an item, please state the item you need to exchange and the reason when you request a return. Exchange items must be eligible for return.
Exchange process:
We will issue a replacement item upon receipt and inspection of the returned item. The transportation cost of the replacement goods shall be borne by the customer.
Six, quality issues
Quality problem definition:
If you receive an item with a manufacturing defect or quality problem, please contact us within 48 hours of receiving the item with a photo and a detailed description of the defective item.
Treatment method:
- Cancel the order
Cancellation conditions:
You can cancel your order at any time before it is shipped. If the order has already been shipped, it will not be possible to cancel it, but you can request a return after receiving the item.
Order cancellation process:
- Special Provisions
Promotional Activities:
Goods purchased during the promotion period will not be returned or refunded if there are no quality problems. The return and refund policy for promotional items will be detailed on the relevant campaign page.
Gift Returns:
- Customer responsibility
Liability for returned goods:
The Customer shall assume full responsibility for the returned goods during the transportation of the returned goods. We recommend that you choose a traceable mode of transport and keep your shipping documents.
Packing requirements:
- Contact Us
If you have any questions or need assistance with our return and refund terms, please contact us at:
Colenla
119
Tel: (208) 322-0983
The electron [email protected]
ten
We reserve the right to amend these Return and refund Terms at any time. Any changes will be posted on this page and important changes will be notified to you by email or website notification.
Xii. Dispute Resolution
If you have any questions or complaints about our returns and refunds policy, please contact us first and we will do our best to resolve your issue. If the problem is not resolved, you can file a complaint with your local consumer protection agency.