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REFUND & RETURN POLICY
Effective: July 4, 2026
At Koatly, we stand behind every product we make. If you're not completely satisfied with your purchase, this policy explains exactly how to return it and get your money back.
OUR 30-DAY GUARANTEE
We offer a 30-day money-back guarantee on every Koatly order. If you're not completely satisfied for any reason, contact us within 30 days of your delivery date and we'll make it right.
ELIGIBILITY
- Request must be submitted within 30 days of the delivery date.
- Item must be unused or lightly used — we won't penalize you for trying the product.
- Proof of purchase (order number or confirmation email) is required.
- Please contact us before shipping anything back — unauthorized returns can't be processed.
HOW TO REQUEST A REFUND
Email us at support.koatly@gmail.com with your order number and a brief description of the issue. We respond within 1–2 business days and will guide you through the next steps.
REFUND PROCESSING
Once we receive and inspect your return, we'll notify you by email within 3–5 business days. Approved refunds are issued to your original payment method within 5–10 business days depending on your bank or card issuer. You'll receive a confirmation email once the refund has been processed.
RETURN SHIPPING
Customers are responsible for return shipping costs. We recommend using a trackable shipping method — Koatly isn't responsible for items lost or damaged during return transit. Original shipping costs are non-refundable.
EXCHANGES
If you received a defective or incorrect item, we'll send a replacement at no charge. Just email support.koatly@gmail.com with your order number and a photo of the issue.
NON-REFUNDABLE ITEMS
- Orders submitted more than 30 days after delivery.
- Gift cards and promotional credits.
- Items damaged from misuse or improper care.
- Original shipping fees and any expedited shipping charges.
QUESTIONS?
We're here to help. Email us anytime at support.koatly@gmail.com and a real person will get back to you within 1–2 business days.
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Koatly · support.koatly@gmail.com · Last updated July 4, 2026