Return Policy

1.- Right of cancellation.:

The consumer and user will have the right to cancel their order placed remotely without giving any reason, for a period of fourteen (14) calendar days from receiving the product. The consumer and user may send the entire order or, if he/she prefers, may send any of the products that make up the total order and, all without penalty and without having to indicate the reasons.

The consumer and user shall bear the direct cost of the return to KoalaEye, whether he/she returns the entire order or decides to return only some of the products in the order.

In order to carry out the return, you should contact KoalaEye through the following e-mail [email protected]. After receiving this communication, KoalaEye will indicate to you the best way to send the order to their offices or warehouses.

The consumer and user must send the product to the following offices/warehouses of KoalaEye:

Room 301, Building 6, Yunke Town, Nanda Road, Dashi Street, Panyu District, Guangzhou City, Guangdong Province, China

KoalaEye is not responsible for the courier company that the consumer and user contracts for the return of the order. In this sense, KoalaEye recommends the consumer and user require the courier company to provide proof of delivery once the courier has deposited the product at the offices of KoalaEye, so that the consumer and user has proof that the product has been correctly delivered to KoalaEye. KoalaEye is not responsible for the address where the consumer and user sends the order for return if this address is different from those indicated. KoalaEye may ask the consumer and user to send such proof of delivery for verification.

The costs for the return of the order (e.g. shipping costs through courier companies) will be handled directly by the consumer and user.

The product must be in perfect condition and with all its labels, packaging, and - if applicable - documentation and original accessory elements that came with it. If the consumer and user does not proceed in this way or if the product has suffered any damage, the consumer and user accept that the product may suffer a depreciation or that KoalaEye may refuse the exercise of the right of cancellation by the consumer and user.

Once KoalaEye verifies that the order is in optimal condition, KoalaEye will proceed to refund the total amount paid by the consumer and user.

If the consumer and user decide to return the order completely, KoalaEye will refund the consumer and user the totality of the amounts paid by him/her (including shipping costs related to the delivery of KoalaEye to the consumer and user).

If the consumer and user wishes to return only one or some of the products which were part of an order, KoalaEye will not be able to refund the shipping costs which the consumer and user have paid for the entire order.

KoalaEye informs consumers and users that the time limit for refunding the amounts paid depends on the method of payment that the consumer and user would have used when purchasing the product:

If the consumer and user have paid by credit/debit card, KoalaEye will refund the amount paid within fourteen (14) calendar days after the consumer and user have decided to terminate the contract.

If the consumer and user have paid by PayPal, KoalaEye will refund the amount paid within twenty-four (24)-forty-eight (48) business hours after the consumer and user have decided to terminate the contract.

In any case, KoalaEye will refund the amounts paid as soon as possible and in any case within fourteen (14) calendar days from the date the consumer and user have informed of their decision to withdrawal from the contract.

2.- Returns due to manufacturing defects.

The consumer and user may return to KoalaEye, free of charge, any product that is defective or that does not meet the description made during a period of two (2) years from the date on which the product was received. Taking into account the nature of the products purchased, the consumer and user will have a period of two (2) months from the moment he/she became aware of the defect of the product to communicate it to KoalaEye through the contact channel enabled for this purpose, indicating the defective product or products, attaching photographs and other evidence that demonstrate the defects or lack of conformity of the products, as well as a detailed list of the defects found, the purchase order and any other additional documentation that provides identification of the purchase made by the consumer and user.

Once KoalaEye has received communication from the consumer and user and has analyzed the incident through its Quality Department, he/she will be informed as soon as possible whether or not the return of the product is deemed appropriate, taking into account objectively the nature of the product or the nature of the alleged lack of conformity or defect. In the event that the return is deemed appropriate, KoalaEye will indicate to the consumer and user how to send the defective product to its stores.

However, KoalaEye will not, in any case, be responsible for products that are returned by the consumer and user without having carried out the process detailed above.

Each product to be returned must be unused or, in the event that the defect is found after normal and daily use, in the best possible condition, and must be returned together with all its labels, packaging, and -if applicable-, documentation and original accessory elements that originally came with it. If the consumer and user does not proceed in this way, KoalaEye and, in particular, the Quality Department, will have to objectively assess the incident by determining whether the product is defective, taking into account its nature and the nature of the alleged lack of conformity or defect.

KoalaEye informs the consumer and user that, given the characteristics of the products, repairs cannot usually be carried out because it would be disproportionate. In the event that the characteristics of the specific product and the defect are possible to repair, the consumer and user will be expressly informed of this circumstance, giving him/her the option of choosing between replacement or repair.

In line with the above, the consumer and user may replace the defective product with another of identical characteristics, without incurring any cost in replacing the product. If it is not possible to replace the defective product with another of identical characteristics, the consumer will be offered the possibility of choosing a new, similar model.

The delivery of the product with identical characteristics or the new model chosen by the consumer and user, as deemed appropriate, will be made within three (3) to five (5) working days from the date on which KoalaEye will confirm to the consumer and user the replacement of the defective product or the delivery of the new model.

In the event that the repair of the product cannot be carried out and the replacement of the product is not in accordance with the contract, the consumer and user may choose to terminate the contract.

KoalaEyeinforms consumers and users that the time limit for refunding the amounts paid depends on the method of payment that the consumer and user would have used when purchasing the product:

If the consumer and user have paid by credit/debit card, KoalaEye will refund the amount paid within fourteen (14) calendar days after the consumer and user have decided to terminate the contract.

If the consumer and user have paid by PayPal, KoalaEye will refund the amount paid within twenty-four (24)-forty-eight (48) business hours after the consumer and user have decided to terminate the contract.

3.- Product Exchange Policy.

KoalaEye does not permit the exchange of a product purchased by the consumer and user for another product offered on the Website.

In the case that the consumer and user want to exchange a product, he/she must exercise his/her right of cancellation from the product as set out in clause 2 and subsequently purchase the new product he/she wants.