Replacement and Refund Policy

Exchange and Return Policy

for Kooty website

Kooty is committed to customer satisfaction, and this policy outlines the terms and procedures for exchange and return to ensure transparency and protect the rights of all parties.

1. Policy Scope

This exchange and return policy applies to all products sold through the Kooty website, unless explicitly stated otherwise on the product page.

2. Conditions for Exchange or Return

An exchange or return request is accepted if all the following conditions are met:

The request is submitted within 48 hours from the date of order receipt.
The product is in its original condition, unused.
The product is in its original, unopened packaging.
The purchase invoice or proof of order completion is available.

3. Products Not Eligible for Exchange or Return

The exchange or return policy does not cover the following products:

Blind Box products (due to their random nature).
Products that have been opened or used.
Products damaged due to misuse.
Discounted products or those offered as special promotions (if explicitly stated).

4. Cases of Damage or Error

In case of receiving a damaged product or a product different from what was ordered, Kooty must be notified within 24 hours of receipt.
Clear photos showing the product's condition must be provided to the Kooty team.
After verification, the product will be exchanged or returned without any additional costs to the customer.

5. Procedure for Submitting an Exchange or Return Request

To submit an exchange or return request:

Contact customer service via the Contact Us page.
Provide us with the order number, reason for the request, and product photos (if necessary).
The request will be reviewed and a response provided within a maximum of 3 business days.

6. Shipping Costs

The customer bears the shipping costs for returns or exchanges not resulting from a Kooty error.
Kooty bears the shipping costs if the error was on its part or if the product arrived damaged.

7. Refund Method

The refund will be processed using the same payment method used for the purchase, whenever possible.
The refund process may take 5 to 10 business days, depending on the payment service provider.
Refunds do not include shipping fees (unless the error was on Kooty's part).

8. Refusal of Return Request

Kooty reserves the right to refuse any exchange or return request if:

The above-mentioned conditions are not met.
The specified period for submitting the request has expired.
The product is not in its original condition.

9. Policy Misuse

In case of repeated return requests or suspected misuse of the policy, Kooty has the right to:

Suspend the account
Or refuse future orders

10. Amendments to the Exchange and Return Policy

Kooty reserves the right to amend this policy at any time.
Amendments will be posted on this page, and continued use of the website constitutes implicit agreement to them.