KollenUS

Return & Exchange Policy
We strive to ensure you’re completely satisfied with your purchase. Please read our return and exchange policies carefully before placing an order.

Eligibility for Returns & Exchanges
– Items must be returned within 30 days of delivery.
– Products must be in their original condition and packaging as received.
– Personalized, customized, or engraved items are final sale and not eligible for return or exchange.

Customer Responsibility
– Please ensure you double-check product compatibility, color, size, and details before purchasing.
– We encourage reviewing the listing photos and descriptions thoroughly.
– Any return or exchange initiated due to customer oversight will be processed at the customer’s expense (including return shipping).

Non-Returnable Items
– We do not accept returns or exchanges on the following:
– Custom or personalized orders
– Clearance or sale items
– Items damaged due to customer mishandling
– Items returned without prior authorization

Return Shipping
– If the return is due to a mistake on our part (e.g., wrong item, manufacturing defect), we will provide a prepaid return label.
– For all other returns, buyers are responsible for return shipping costs.

Packaging & Condition
– Returned items must be sent back in the original packaging and in resalable condition. If items are returned used, damaged, or without proper packaging, a restocking fee may apply, or a partial refund will be issued.

Exchanges
– We allow exchanges only for the same item in a different variant (e.g., color or size), subject to availability.
– All exchange requests must be submitted within 7 days of receipt.

Lost or Damaged Packages
– If your package is lost in transit, we will launch an investigation with the carrier. A replacement of the same item will be sent only upon confirmation of the loss.
– We are not responsible for packages marked as “delivered” by the carrier.

Refunds
– Refunds will be issued to the original payment method once the returned item has been received and inspected.
– Please allow 5–10 business days for processing.
– Shipping costs are not refundable.

International orders:
- Our shop doesn't handle customs clearance, and we're not responsible for lost packages in foreign countries.

To Start a Return or Exchange
– Please contact us via Etsy messages with your order number and reason for return. We will guide you through the next steps.