Refund policy

ALL SALES ARE FINAL

At KOLAB, we are committed to providing our customers with high-quality products and exceptional service. However, due to the exclusive and unique nature of our products, and their limited availability, we are unable to offer returns or exchanges for any reason, except where required by law.

Therefore, all sales are considered final. Once you have completed a purchase with us, we are unable to accept returns or exchanges for any reason, except where required by applicable law. We ask that you carefully consider your purchase before completing your transaction, and ensure that you are completely satisfied with your selection.

We understand that this policy may be different from those of other retailers, but it is necessary in order to maintain the high level of quality and exclusivity that our customers expect from us. Our products are carefully curated and selected based on their unique and exceptional qualities, and we work hard to ensure that each item meets our rigorous standards for quality and craftsmanship.

We are committed to upholding all applicable laws and regulations related to consumer rights and protections. If you are located in a jurisdiction where specific legal requirements allow you to return products, we will comply with those laws to the fullest extent required by law. If you believe that you are entitled to a return under such circumstances, please contact us to discuss the matter further. We are always here to help and to ensure that our customers are satisfied with their purchase experience.

Thank you for choosing KOLAB and for supporting our commitment to quality, exclusivity, and limited availability of our products.

EXCEPTIONAL RETURNS

While we are unable to generally offer returns for most of our products (as per the section above), we understand that there may be exceptional circumstances that require us to make an exception to our standard “ALL SALES ARE FINAL” policy, in accordance with applicable law.

Therefore, please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. It is important to notify us of any issues as soon as possible, so that we may evaluate the issue and make it right.

To initiate a return, you must first contact us at: [email protected] stating, and explaining, your request for return by means of an unambiguous statement. We ask that you include the following information in your request: your name, order number, and the reason for the return.

Once we have received your request, we will carefully review your request and evaluate it in accordance with our return policy to determine if it meets the necessary criteria. In this context we reserve the right to request any additional information or documentation that may be required for our review. If we require any further information or documentation, we will contact you to request it promptly in order to avoid any delays in processing your return.

Please note that submission of a return request does not guarantee that the return will be accepted or processed. All returns are subject to review and approval in accordance with our return policy. If your request is approved, we will provide you with further instructions on how to proceed with the return process. If your request is not approved, we will provide you with an explanation and may offer alternative options to resolve the issue.

Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the EXACT same condition that you received it, unworn and/or unused, with tags and any other accompanying materials still attached, in its original packaging. You’ll also need the receipt or proof of purchase.

Please be aware that we take the condition of returned items seriously, and we reserve the right to evaluate the item on a case-by-case basis to determine whether it meets our standards for resale.

For this purpose, we reserve the right to evaluate a variety of indicators as proof of worn/usage, including (but not limited to) the condition of the item, the item’s accompanying materials and the item’s case and/or box and/or packaging. These indicators may include, but are not limited to: creases and/or folds, fading and/or discoloration, dirt and/or stains, odors and/or smells, pilling and/or lint and/or fuzz, loose threads and/or fraying seams, stretchings and/or distortions, tread wear and/or scuffs, and missing buttons and/or laces and/or extras. Please note that these are just examples and we may take into account other signs of wear and/or damage that we deem relevant. Again, we note that our team will carefully evaluate each item on a case-by-case basis to determine whether it can be accepted for return.

All returns will need to be sent to the following address: Rua Pinheiro Chagas, n.º 46, 4.º D, Lisboa, PT-11, 1050-179, Portugal

Please note that any damage and/or evidence of wear/usage of the product incurred during shipping, may be considered as proof of worn/usage (as per above) and may impact our ability to process your return. We recommend that you carefully package the item to prevent any damage during transit, and that you provide us with any relevant information or documentation regarding the condition of the item at the time of shipment.

Once we have received and inspected your return, we will carefully review it to determine if it meets the eligibility criteria outlined in our return policy.

If your return is approved and deemed eligible for a refund, we will process the refund as quickly as possible, typically within 15 business days.

Please note that refunds will only be issued for eligible products that meet the criteria outlined in our return policy, and we reserve the right to reject any return request that does not meet these criteria.

In the event that more than 20 business days have passed since we approved your return and you have not received your refund, please contact us at [email protected]. We will work with you to investigate the issue and resolve it as quickly as possible, subject to the limitations of our return policy and applicable law.

We appreciate your cooperation and understanding in this matter, and we are committed to providing exceptional service and support to ensure that you are satisfied with your purchase experience.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

If the merchandise is being shipped into the European Union, you – should you qualify as a non-professional customer – have the right to return your order within 14 days for any reason and without justification.

In order to exercise this specific right of withdrawal the consumer must use the model withdrawal form as legally established.

Please note that even in this context, certain merchandise may not be returned, namely as per Article 16 of the Consumer Rights Directive, including perishable goods (flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), amongst others.

In addition to the above exemptions, please note that certain items (particularly sneakers) may not be eligible for returns due to fluctuations in their market price (including the resell market as established by StockX (www.stockx.com)). We reserve the right not to process returns of these goods if their value has been affected by such fluctuations, which cannot be controlled by the trader and may occur during the withdrawal period. This exemption is in accordance with applicable law and is subject to our evaluation of each item on a case-by-case basis.

Please note that the terms and conditions outlined in our "Exceptional Returns" section also apply to this return, and we reserve the right to evaluate each case on a case-by-case basis to determine the best course of action.