RETURN POLICY AND WARRANTY
In compliance with Article 71 of the Royal Legislative Decree, the following policies apply exclusively to purchases made through our official website: kokonote.com.
If you are not satisfied with your purchase, you have the right to return the product within 30 days of the delivery date recorded on your order. You do not need to justify the reason for the return.
How to request a return?
- Go to our returns portal: https://returns.reveni.io/kokonote
- Enter your order number and the email address you used to make the purchase.
- Select the products you wish to return.
- Select the reason for the return.
- Review and confirm the costs associated with the return which will be displayed during the return process.
Return options:
In Spain
- Home collection:
- The cost of this service will be specified before confirming the return.
- The customer must confirm the collection address and available date.
- Self-delivery:
- You can send the product using your preferred carrier and cover the corresponding costs.
Rest of EU countries
- Only the self-delivery option is available. Where the customer is responsible for arranging the shipping and covering the shipping costs.
Returned product conditions
For the refund to be approved, the product must meet the following conditions:
- It must be in perfect condition and in its original packaging.
- The shipping label must be placed on the same packaging received, without damaging the product or its packaging.
- If the product includes promotional gifts they must also be returned for a full refund.
Exclusions
- Candles: Returns will only be accepted if they are unused and in perfect condition.
- Special promotions: In orders under promotions (such as 2x1, combined packages, etc.) it is compulsory to return the totality of the products purchased in the promotion.
Confirmation of the return
- Once the product has been received and validated, the refund will be made.
- The refund will be made using the same payment method with which the purchase was made.
- The original shipping costs are not refundable.
- Refunds may take up to 5 - 10 working days to be issued.
Costs associated with returns
- Return transport costs will be borne by the customer, unless:
- The returned item does not correspond to the original order
- The product has a manufacturing defect.
- The cost of home collection will be notified before confirming the return.
Warranty Policy - 6 months
We offer a 6-month limited warranty for products purchased on kokonote.com, covering manufacturing defects.
Defects covered by the warranty
- Missing pages.
- Duplicate content.
- Printing faults.
Warranty conditions
- The warranty is valid for 6 months from the date of purchase.
- We offer a one-time replacement with the same or a similar product (in case the original is discontinued or out of stock).
Limitations of the warranty
The warranty does not apply to the following cases:
- Wear and tear, deterioration or damage due to normal wear and tear or misuse.
- Products damaged intentionally or through negligence.
- Promotional gifts.
- Loss or theft of items.
In the event that the product is not available, it will be replaced by an alternative of equal or lesser value.
How to exercise your warranty rights?
To make a warranty claim, please follow these steps:
- Send an email to: support@kokonote.com with the following information:
- Order number.
- Reason for the claim.
- Visual evidence (photos or videos showing the defect).
This policy ensures a clear and fair experience for our customers. If you have any questions, please do not hesitate to contact us at support@kokonote.com.
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