Refund policy
(This page has been automatically translated with Google Translate. If you see any mistake or if you have any doubts regarding what this page displays, do not hesitate to contact us).
1.- EXCHANGES AND RETURNS
1.1.- Exchange and Return Policy
To exchange or return any item in your order, you must request it within 15 days of receiving the order and return the merchandise within 14 days of receiving the return email. If 15 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, the item must be unused and in the same condition as you received it. It must also be in its original packaging. Please try the shoe on a carpeted surface to avoid any marks on the sole. If the returned item shows any damage, acceptance of the return or exchange may be denied.
The customer is responsible for the return/exchange costs.
There are several types of goods that are exempt from returns.
Additional non-returnable items:
* Gift cards (option currently unavailable)
1.2.- Returns
To make a return, please follow these steps:
1.- Send us an email to info@kosmamenorca.com informing us of the return and the reason, if necessary.
2.- We will send you an email specifying how to proceed with the return and confirming your acceptance of the return.
3.- Send the item(s) to: KOSMA MENORCA SL, Carrer Sabaters, 18, Parcel·la 35-36, CP07760 Ciutadella de Menorca, Balearic Islands, Spain.
If you made the purchase through your registered user account, you can easily process the return through your account.
1. In the upper right corner of the screen, go to "Sign In" or "Log In." Go to the "MY ORDERS" section.
2. Once you have located the order, fill out the return request form.
3. Accept the terms of our exchange and return policy and submit the request.
4. You will receive an email confirming that the return has been accepted.
5. Send the item(s) to: KOSMA MENORCA SL, Carrer Sabaters, 18 Parcel·la 35-36 CP07760 Ciutadella de Menorca, Balearic Islands, Spain.
2- REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund.
If the return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This will take place within 15 days of receiving the items at our warehouse and after verifying that the product was returned in perfect condition. The refund will be issued to the payment method selected at the time of purchase. Shipping costs will not be refunded (except for offers that waive shipping costs, and always in accordance with the conditions described in said offers published on www.kosmamenorca.com).
3. LATE OR MISSING REFUNDS
If you haven't received your refund yet, please make sure you follow these steps before contacting us:
1. Check your bank account again.
2. Then contact your credit card company. It may take some time before your refund is officially posted.
3. Next, contact your bank. It often takes some time before your refund is posted.
If you've followed all these steps and still haven't received your refund, please contact us at info@kosmamenorca.com.
4. SALE ITEMS
Only regular-priced items will be refunded; unfortunately, sale items cannot be refunded.
5. EXCHANGES
Items can only be exchanged for a different size, or for the same size in the case of a defective item, and are subject to availability in our warehouses. If you wish to exchange for a different model, please return the purchased item(s) and place a new order.
The return shipping costs for the size to be exchanged are the customer's responsibility. Kosma is responsible for the shipping costs of the new size requested for the first exchange.
Follow the same process described in the "Returns" section above, specifying the reason and the new desired size in the email.
To complete the process effectively, we ask that all exchanges and/or returns for an order be made in a single shipment.
6.- ARTÍCULOS DEFECTUOSOS
6.1.- Defective Items Received
All items undergo quality control to detect damage or defects before shipping. If you receive an item that is not in perfect condition, please contact us immediately by email. We only replace items that are defective or damaged. If you need to exchange it for the same item, please follow the exchange and/or return process described above within 14 days of receiving your order, emailing us at kosmamenorca@gmail.com for guidance on the process, and sending the item to: Kosma Menorca SL, Carrer Sabaters, 18, Ciutadella de Menorca, IB, 07760, Spain.
6.2.- Items with hidden defects that become apparent after use
There is a possibility of hidden manufacturing defects that become evident after use. Please note that items damaged due to wear and tear cannot be considered defective.
If you detect any hidden defects within 6 months of receiving the item, please contact us by email at info@kosmamenorca.com. Please include a description of the problem and, if possible, photographs demonstrating the defect(s). If the item does indeed have a manufacturing defect, we will arrange for its collection.
A product will be accepted after inspection by our technicians upon receipt of the item at our warehouses. In the case of a defective product, it will be repaired if possible. If repair is not feasible, the item will be replaced with an identical one in the same size. A refund will only be issued if the item cannot be repaired or replaced.
7.- GIFTS (option currently unavailable)
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the item, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver was shipped to you later, we will send a refund to the gift giver and they will be notified of your return.
8- Additional Information RETURN SHIPPING
As specified in the previous sections, the customer is responsible for paying the shipping costs for the return of the item(s) in each order, as specified in the Kosma Menorca SL return policy.
If the return terms are not met and/or the product is not unused, in its original packaging, and in the same condition as received, the return will not be accepted. By purchasing from our website www.kosmamenorca.com, the customer agrees to be responsible for the shipping costs for the return or exchange of the product.
If the return is not accepted due to deterioration or failure to comply with the return process, and if the customer wishes to return the product, the customer will be responsible for the costs and must specify the shipping method by which they wish to return it.
Depending on where you live, the time it may take to receive the exchanged product may vary.
If you're shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee receipt of your return.