Returns and cancellations policy

Returns

Detailed Report

Please furnish a comprehensive description of the issue or defect, and preserve photographic or video evidence, which may be requested via email. This proactive measure will greatly expedite the review process of your request.

Contact Customer Service

If you meet the return conditions, kindly reach out to our customer service by completing this return request form, within the specified timeframe.

Return Approval

If your return request is authorized, our dedicated customer service team will provide you the instructions for returning the product. Please refrain from sending any items until your return request has received approval.

Shipping Cost

In the event of a return, the customer assumes responsibility for the return shipping costs. The refund will be processed only after Coiaca has received the product and verified that it adheres to the specified return conditions.

Refunds

Refunds will be issued solely for the returned product costs, exclusive of taxes and shipping costs.

Return Conditions

Damage During Transportation: We take responsibility for any visible damage to the package upon delivery. If the box has apparent signs of damage, we kindly request that you refuse delivery and promptly contact our customer service for further assistance.

Manufacturing Defects: If you identify any manufacturing defects, please reach out to us within the initial 15 days of receiving the product to initiate a return or replacement request.

Custom Products

As a general rule, the buyer has the right of withdrawal; however, this rule does not apply to goods that are specifically produced according to the buyer’s specifications and, due to their nature, cannot be returned.

Some of Coiaca’s products are uniquely crafted for each client, making them non-reusable. Consequently, we do not offer full returns. However, our returns policy comes into effect if the delivered product does not align with the ordered specifications. The company retains the right to decide whether to request the return of the product and would provide a return label for shipment, if deemed necessary.
Refunds will be processed to the PayPal account used for the purchase, on a monthly basis within 7 days after the end of each month.

Return Exclusions

Improper Handling or Improper Installation: We cannot be held responsible for issues arising from mishandling of the product or installations that deviate from our provided instructions. Please ensure to meticulously follow the available installation guides.

Failure Due to Incorrect Voltage or Overload: Damages resulting from incorrect voltage supply or electrical overload are not covered by our warranty. It is imperative to adhere to the voltage specifications outlined in the available instructions.

Cancellations

To request an order cancellation, please use this form.

If a cancellation is requested before the merchandise is shipped, the customer will not incur any expenses. However, in the event of a cancellation after the order has been shipped, it will be treated as a return. The customer will be required to adhere to the returns policy and return the product accordingly.

Remember, we are here to assist you and ensure a positive experience with our products. If you have any further questions, please don’t hesitate to reach out to our dedicated customer service team.