Refund policy
RETURNS and REFUNDS
The purchase of a Qoala pack is backed by our full, immediate and no-questions-asked money-back guarantee.
This refund will be madeĀ before receipt of your confirmation of the return of the ordered product.
Your refund will be processed immediately and a credit will automatically be applied to your credit card or the payment method.
To benefit from this exceptional guarantee, we ask you to contact us at assistance@qoalastore.com
Our policy lasts 180 days. If 180 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange.
To be eligible for a return, your item must be in the same condition you received it. It must also be in the original packaging.
Please do not return your purchase directly, but first, contact our customer service at addict@qoalastore.com and we will advise you on how to proceed.
There are certain situations where only a partial refund is granted: (if applicable):
* Any item that is not in its original condition, that is damaged or has some parts missing for reasons that are not due to an error on our part.
* Any item that is returned more than 180 days after delivery.
Late or missing refundsĀ
If you have not yet received your refund, please check your bank account again.
Then contact your credit card issuing entity, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time required before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us atĀ assistance@qoalastore.com
Exchanges covered by the 3-year Manufacturer's Warranty:
We only replace an item if it is defective or damaged. If in this case, you would like to exchange it for the same item, send us an e-mail at assistance@qoalastore.com and we will tell you what to do.
Shipping
Before returning a product, you must first contact us at assistance@qoalastore.com and we will tell you what to do.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item over $ 75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive your returned item.