Refund policy

Last Revised: 2026-06-22

REFUND AND RETURN POLICY

This Refund and Return Policy explains how KOKOBOLO SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ (“Company”, “we”, “us”, or “our”) handles returns, refunds, exchanges, withdrawals, and complaints relating to goods purchased through our website.

For the purposes of this Policy, “customer”, “you”, and “your” refer to the person, company, or other entity purchasing goods from us. “Goods” means any product purchased through our website.

This Policy applies to orders shipped worldwide. Nothing in this Policy limits any mandatory rights you may have under applicable consumer protection laws in your country of residence or delivery destination.

CONTACT INFORMATION

If you have any questions about returns, refunds, withdrawals, or complaints, you may contact us at:

KOKOBOLO SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
Adama Branickiego 21/U 3
02-972 Warsaw
Poland

Email: info@kokobolo.com.pl
Phone: +48 694 909 662

30-DAY RETURN PERIOD

We accept return requests within 30 days from the date of delivery, subject to the conditions set out in this Policy.

To request a return, you must contact us within 30 days of receiving your order and provide your order number and the details of the goods you wish to return.

Returns requested after 30 days from delivery may be refused, unless applicable law provides otherwise.

STATUTORY CONSUMER RIGHTS

Customers in certain countries may have mandatory legal rights, including the right to withdraw from a distance contract, rights relating to defective or non-conforming goods, or other consumer protection rights.

Where mandatory consumer protection laws apply, this Policy will be interpreted in accordance with those laws. If any provision of this Policy conflicts with mandatory legal rights, the mandatory legal rights will prevail.

CONDITION OF RETURNED GOODS

Returned goods must be unused, undamaged, complete, and in a condition suitable for resale.

Goods should be returned with all original packaging, accessories, components, manuals, labels, protective materials, and any other items included with the order, where reasonably possible.

You may inspect the goods to determine their nature, characteristics, and functioning. However, you are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary for such inspection.

We may refuse a return or reduce the refund amount if the goods show signs of use, damage, missing parts, contamination, alteration, or handling beyond what is necessary to inspect the goods.

EXCEPTIONS AND NON-RETURNABLE GOODS

Returns may not be accepted for certain categories of goods where permitted by applicable law, including but not limited to:

  • goods made to the customer’s specifications or clearly personalized;
  • sealed goods that are not suitable for return for health protection or hygiene reasons, if unsealed after delivery;
  • goods that have been used, damaged, altered, washed, installed, or otherwise changed by the customer;
  • goods returned incomplete or without essential components;
  • goods that, due to their nature, are inseparably mixed with other items after delivery;
  • any other goods excluded from return under applicable law.

If a specific product is not eligible for return, this may be stated on the product page, at checkout, or in other applicable terms.

HOW TO RETURN GOODS

Before returning any goods, please contact us at info@kokobolo.com.pl with your order number and information about the goods you wish to return.

Goods must not be returned without prior contact with us. We may provide return instructions depending on the order, delivery country, and product type.

Unless we provide different return instructions, goods should be returned to:

KOKOBOLO SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
Adama Branickiego 21/U 3
02-972 Warsaw
Poland
Phone: +48 694 909 662

After your return request is approved, you must send the goods back without undue delay and within the timeframe provided in our return instructions.

RETURN SHIPPING COSTS

Unless applicable law requires otherwise or we expressly agree otherwise in writing, the customer is responsible for the direct cost of returning the goods.

We recommend using a tracked shipping method and keeping proof of shipment until the return is completed.

We are not responsible for returned parcels that are lost, delayed, damaged, or misdelivered in transit before they are delivered to us.

REFUNDS

Once the returned goods have been received and inspected, we will notify you whether the return has been accepted.

If the return is accepted, the refund will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise.

Refunds apply to the price paid for the returned goods. Original shipping costs, express shipping fees, return shipping costs, customs duties, import taxes, brokerage fees, and other third-party charges may be non-refundable, unless applicable law requires otherwise.

We may withhold or reduce the refund if the returned goods do not meet the conditions of this Policy or if we incur costs due to an issue attributable to the customer.

Depending on your payment provider or financial institution, it may take additional time for the refunded amount to appear in your account after the refund has been processed.

EXCHANGES

Exchanges may be offered at our discretion, depending on product availability and the circumstances of the request.

If an exchange is not available, we may offer a refund in accordance with this Policy.

DEFECTIVE, DAMAGED, WRONG, OR NON-CONFORMING GOODS

If the goods you receive are defective, damaged, incorrect, incomplete, or otherwise not in conformity with the order, please contact us as soon as reasonably possible at info@kokobolo.com.pl.

Your statutory rights relating to defective, damaged, wrong, or non-conforming goods remain unaffected by this Policy.

When submitting a complaint, please provide the following information where possible:

  • proof of purchase;
  • order number;
  • product name;
  • description of the issue;
  • photos or videos showing the defect, damage, incorrect item, missing part, packaging damage, or any other relevant evidence.

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, price reduction, refund, or another remedy.

We may ask you to return the goods for inspection where reasonably necessary to assess the complaint. If the complaint is justified and applicable law requires us to cover return costs, we will reimburse reasonable return shipping costs or provide return instructions.

Please do not send defective, damaged, or incorrect goods back without contacting us first, unless we have instructed you to do so.

DAMAGED PARCELS

If your parcel arrives visibly damaged, please document the condition of the parcel before opening it, including photos of the outer packaging, labels, inner packaging, and the goods.

Please contact us as soon as reasonably possible so that we can assist with the courier claim process.

Refusal to accept a visibly damaged parcel may be appropriate in some cases, but please contact us promptly with all available information.

INTERNATIONAL RETURNS, CUSTOMS, AND IMPORT CHARGES

This Policy applies to worldwide orders. International returns may be subject to customs procedures, import/export rules, taxes, duties, brokerage fees, or other charges depending on the destination country and return country.

Unless applicable law requires otherwise or we expressly agree otherwise in writing, the customer is responsible for any costs, documents, customs declarations, taxes, duties, or fees related to returning goods from outside Poland or the European Union.

We are not responsible for delays, seizure, additional charges, or failed returns caused by customs authorities, incorrect customs declarations, local import/export restrictions, or the customer’s failure to follow return instructions.

REFUSED OR UNCLAIMED DELIVERIES

If an order is refused, not collected, or returned to us due to an incorrect address, failed delivery attempt, unpaid local charges, customs issues, or any other reason attributable to the customer, any refund may be reduced by return shipping costs, courier fees, customs charges, handling costs, and other costs incurred by us, unless applicable law provides otherwise.

NON-REFUNDABLE COSTS

Unless required by applicable law, we may not refund:

  • return shipping costs paid by the customer;
  • original shipping costs, including express or non-standard delivery charges;
  • customs duties, import taxes, brokerage fees, or similar charges paid directly by the customer to local authorities or carriers;
  • costs resulting from refusal of delivery, failure to collect the parcel, incorrect shipping information, or failure to follow return instructions;
  • any loss in value caused by handling, use, damage, contamination, alteration, or incomplete return of the goods.

PROCESSING TIME

We aim to review return, refund, and complaint requests promptly. The time required to resolve a request may vary depending on the nature of the issue, the need to inspect the goods, courier processing times, customs procedures, payment provider processing times, and applicable legal requirements.

ABUSE OF RETURN RIGHTS

We reserve the right to refuse returns or refunds where a request is fraudulent, abusive, made in bad faith, inconsistent with this Policy, or not permitted under applicable law.

This does not affect any mandatory rights you may have under applicable consumer protection laws.

GOVERNING LAW

This Policy is governed by the laws applicable to KOKOBOLO SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ as a company established in Poland.

For international customers, this choice of law does not deprive you of any mandatory consumer protection rights that may apply under the laws of your country of residence or delivery destination.

FINAL PROVISIONS

This Refund and Return Policy applies only to goods purchased directly from us through our website. It does not apply to goods or services offered by third parties.

We may update this Policy from time to time. The version published on our website at the time of purchase will apply to that purchase, unless mandatory law provides otherwise.