Return & Refund Policy

At Kolatoy, we want you and your children to be delighted with your purchase! If you're not entirely satisfied, we're here to help. This policy applies to all purchases made through the Kolatoy website for our customers.

1. Returns Eligibility

  • Timeframe: You have thirty (30) calendar days from the date of delivery to return an item.
  • Condition: To be eligible for a return, your item must be:
    • Unused and in the same condition that you received it.
    • In its original packaging, with all original tags and accessories included.
    • Accompanied by a receipt or proof of purchase.
  • Non-Returnable Items: Certain types of items cannot be returned, such as:
    • Gift cards.
    • Downloadable software products (if any).
    • Sale or clearance items (these are often final sale - please check product description).
    • Personalized or custom-made items.
    • Items that are damaged due to misuse, or missing parts for reasons not due to our error.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email our Customer Support team at Support@kolatoy.com with your order number and the reason for your return. Please state "Return Request - Order #[YourOrderNumber]" in the subject line.
  2. Await Instructions: We will review your request. If your return is approved, we will provide you with return instructions, including the return shipping address. Please do not send items back to us without prior authorization.
  3. Package Your Item: Securely package the item in its original packaging, if possible. Include your proof of purchase or order number inside the package.

3. Shipping Your Return

  • Return Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item, unless the item was received damaged, defective, or incorrect due to our error. Shipping costs are non-refundable.
  • Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance for items of significant value. We cannot guarantee that we will receive your returned item.

4. Refunds

  • Inspection Process: Once we receive your returned item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
  • Approval: If your return is approved, we will initiate a refund to your original method of payment (e.g., credit card, PayPal).
  • Refund Timing: You will receive the credit within a certain amount of days, depending on your card issuer's or payment processor's policies. Please allow up to 10-14 business days for the refund to be processed and reflected in your account after approval.
  • Partial Refunds: In certain situations, only partial refunds may be granted (if applicable):
    • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery.

5. Exchanges

We typically do not offer direct exchanges. If you need a different item, we recommend returning the original item for a refund (if eligible) and placing a new order for the desired item. This ensures you get your new item as quickly as possible.

6. Damaged or Defective Items

  • Notification: If you receive a damaged, defective, or incorrect item, please contact us at Support@kolatoy.com within seven (7) days of delivery. Please provide your order number and photos of the damaged/defective/incorrect item and packaging.
  • Resolution: We will work with you to resolve the issue promptly. This may include providing a replacement, a refund, or a return shipping label at our expense, depending on the circumstances.

7. Questions

If you have any questions about our Return & Refund Policy, please contact us:

Kolatoy Customer Service
Email: Support@kolatoy.com
Address: 71-75 Shelton Street Covent Garden London UNITED KINGDOM