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    Return Policy

    At Coloho, returns are easy! We strive to offer the best shopping experience, including fast and hassle-free returns.

    What are the conditions for returning an item?

    Requirement for a valid procedure
    Proof of purchase (order number, invoice, etc)
    Reason for return has to be valid and return acceptance conditions met (check out below)
    Return method
    Refund method that you would like and the necessary information associated (bank account number, etc.)
    Return form returned with the product

    Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

    Once your product is retrieved we will perform a quality check.
    If the quality check determines that the malfunction/damage cannot be resolved by our partners, we will proceed to refund. This will happen within 14 days starting from when your return request was submitted.
    Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.

    Conditions and reasons to return an item
    You may want to return your item due to any of the following reasons:
    x : Not Required | ✓: Required

    How much time do I have to return a product to Coloho?

    All items sold on Coloho, under certain conditions, can be returned within a period of 7 days from delivery date.
    Example: If I received my product on Monday 5th, I have until next Sunday 12th to contact Customer Service.
    NOTE: You have 7 days to notify us of your return by calling Customer Service, from the day you received your purchase.
    For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.

    How do I send my product to Coloho?
    We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.
    Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.
    However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
    Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.

    If my returned product is not validated for refund, how do I get informed?
    If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
    “Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the local law”

    I received something I didn’t order. What now?
    On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days (with seal not broken).

    Do I have to return all products in my order?
    No, you do not have to return your entire order. You can return certain product(s).

    Can I return my items after the timeline to return has expired?
    Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

    What should I do if I want to exchange a product and it is either sold out or not available?
    You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Service.

    Do I have to return the free gift when I return a product?
    Yes, any free gift must be also be returned.

    Do I have to pay for shipping charges when I return a product?
    There are no charges for shipping a product back to Coloho.

    What is the “Shipped from Overseas” return policy?
    For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:

    Reason Description
    Defective Item Item is damaged upon delivery or not according to manufacturer’s specification
    Wrong Item If you received an item different from what you ordered.

    For example, we do not accept returns if size does not fit, or if client dislike the product (color, material, style). We encourage you to carefully check full description of the items and confirm it will meet all your expectations before placing your order.
    For more details about products shipped from oversea.

    What if I have a missing item in my package?
    We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delievery to confirm if all the mentioned items (What’s in the box) have been delivered.