Bio Collagen - 1 x Real Deep Mask (34 g)

1. Right of Withdrawal

You have 7 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide a reason. If this period expires on a public holiday or non-working day, it is extended until the next working day.

Note: In the event of a defective, damaged or non-compliant product, the return will be free of charge and the return costs will be borne by Koko Sarang.

2. Conditions of Eligibility for Return

For your return or refund request to be accepted, the following conditions must be met:

• Product condition : The product must be returned in its original packaging, complete (accessories, instructions, etc.) and in perfect condition for resale.
• Non-use : The product must not have been used, opened (particularly for products requiring special hygiene) or altered.
• Proof of Purchase : A copy of the invoice or order receipt must accompany the returned product.
• Deadline : The product must be returned within a maximum of 7 calendar days from receipt.

After this period, we will unfortunately not be able to accept the return or issue a refund, except in the event of a proven defect noted upon delivery.

3. Products Not Eligible for Return

Some products cannot be returned unless they have a defect or non-conformity:

• Products whose packaging has been unsealed (except in the event of a manufacturing defect or ordering error).
• Intimate or sanitary products for hygiene reasons.
• Perishable products or those likely to deteriorate quickly.

4. Return Procedure

4.1 Notification

To exercise your right of withdrawal or report a problem (defective, non-compliant, damaged product, etc.), please contact our customer service by email at contact@kokosarang.com , indicating:

• Your order number.
• The nature of the problem or your wish to withdraw.
• Your full contact details.

We will then provide you, by email, with a return authorization as well as specific instructions regarding the return of the product.

4.2 Sending the Product

Please contact us at the following email address: contact@kokosarang.com to receive the exact address for returning the product.

We recommend using a tracked shipping method and keeping proof of postage (tracking number). Without this proof, we cannot be held responsible for non-receipt of the return.

4.3 Return Costs

• Withdrawal : If the return is made as a simple change of mind, the return costs will be at your expense.
• Non-conformity/defect : If the product is returned due to a defect or non-conformity, the return costs will be borne by Koko Sarang.

5. Return Processing and Refund

5.1 Inspection of the Returned Product

Upon receipt of the returned product, our team will conduct a check to ensure that the return conditions (condition, packaging, accessories, proof of purchase) are met. In the event of non-compliance with these conditions, we reserve the right to refuse the return or offer an exchange instead of a refund.

5.2 Decision and Terms of Refund or Exchange

• Refund : If the return is approved, you will be refunded the full amount paid for the returned product(s) (excluding initial delivery charges and return postage, if applicable). The refund will be made using the same payment method used when ordering, or by bank transfer if agreed.
• Exchange : You can also opt to exchange the defective or non-compliant product for an identical or equivalent product, subject to availability.

The return and refund (or exchange) processing will be carried out within a maximum of 7 working days from receipt of the returned product.

6. Claims and Assistance

For any questions regarding your return or refund, or in the event of a dispute, you can contact our customer service at contact@kokosarang.com or at +33 7 56 83 58 16. We undertake to process your complaint as quickly as possible.

7. Changes to the Policy

Koko Sarang reserves the right to modify this Return and Refund Policy at any time. The current version will always be available on our website. We encourage you to regularly consult this page to be informed of any changes.