Refund policy
Return & Refund Guarantee
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges & Order Cancellation
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Orders are processed immediately after being placed to ensure fast dispatch. Cancellations or changes are only possible within a very short window ( typically 1-4h ) before fulfillment begins. Once an order has been processed or shipped, it can no longer be cancelled.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be issued to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If an Item is on sale, reduced or on clearance a refund can only be made under certain circumstances, feel free to reach out to our customer support anytime. Due to hygiene reasons, opened pillows cannot be accepted. If more than 15 business days have passed since we’ve approved your return, please contact us at info@kopflo.com.
Partial Refunds
In certain cases, we may offer a partial refund without requiring a return at our discretion.
Exchanges
The fastest way to exchange an item is to return the product (if eligible) and place a new order separately once your return has been accepted.
Priority Processing & Tips
Priority Processing and any optional tips added at checkout are service-based fees used to expedite order handling and support operations. These charges are non-refundable once the order has been placed, regardless of order status, return requests, or cancellations.
30-Day Money-Back Guarantee
We stand behind the quality of our products and offer a 30-day money-back guarantee. If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be:
• Unused and unworn
• In the same condition that you received it
• Returned in the original packaging
Once your return request is approved, you will receive instructions on how and where to send your package.
Return Shipping:
Return shipping costs are the responsibility of the customer. Depending on your location and the warehouse your order was shipped from, returns may need to be sent to one of our international warehouse facilities.
After we receive and inspect the returned item, your refund will be processed back to your original payment method. Please allow several business days for the refund to appear on your account, depending on your payment provider.
Items returned without prior approval may not be accepted. If you need to start a return, please contact our support team with your order number.
To start a return, you can contact us at info@kopflo.com.