Refund Policies
REFUND POLICIES
- Dissatisfaction with the product : Within 7 (seven) calendar days from receipt.
- Product is defective : Within 30 (thirty) calendar days from receipt.
Remembering that the first step for exchange or return is to contact our Customer Service Center by email: contato@koopora.com
To carry out the exchange/return, the product must not have any signs of use, the product must be sent directly to our Post Office Box , as soon as the object is received by us and everything is in accordance with the conditions for returning the item, we will proceed with the refund or exchange of merchandise, within 5 (five) business days.
Our team will instruct you throughout the Product Return process.
For product returns due to dissatisfaction : As soon as we receive the package, we will analyze it to confirm that everything is in accordance with the conditions for returning the item. After confirmation, our Customer Service Team will contact you and in this case you can choose between:
- Exchange for any other product that is available in our stock.
- Receive a refund of the amount spent on the products (we do not refund the shipping cost if the product delivered is the correct model and is in perfect condition) .
Warranty : All products in the store have a 30-day warranty, counting from the date of receipt of the product.
In order for the warranty to be activated, the customer must send us a video of up to 1 minute proving the problem. This video must also show the packaging of the product received (post office packaging, with label). It is essential that the packaging is shown in the video .
The customer can also prove the defect by sending us photos that clearly show the defect and the product packaging must appear in the photo.
NOTE : Koopora does not provide any type of technical assistance, we do not have an authorized assistant. For further questions, please contact our team and we will give you all the necessary support.
IMPORTANT :
Our warranty does not cover aesthetic damage that occurs after purchasing the device from our company, such as broken or cracked screens, among other similar problems.
The warranty also does not cover:
– Damage caused by fluids, such as dropping the product into water or leaving it submerged; although some products are water resistant, there are some limits to be respected from product to product;
– Damage caused by attempts to repair or adapt the device by you or third parties;
– Improper use of accessories;
– Faults or damage that may arise due to normal wear and tear – for example, scratches on the screen from use, oxidation due to excess uric acid from the user of the product;
– Acceptable reduction in battery life;
– Tests to check the resistance of the product, such as tests to check the resistance of the watch glass or tests to check water resistance, among others.
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Frequently Asked Questions:
I requested an exchange. How long will it take to receive my product? Once the return of the product is confirmed at our Distribution Center, we will analyze its conditions and, if everything is in order, the new product will be sent within 5 (five) business days.
In cases of exchange or return due to dissatisfaction, size or product divergence, we will carry out a quality analysis, and if there are signs of use, we will return it to the sender without prior notice.
In cases of exchange or return due to a product defect, we will carry out a quality analysis, and if there are signs of misuse, we will return it to the sender without prior notice.
I requested a refund. How long will it take to get my refund? If the payment method was a bank slip, the refund may be a credit to your online store account to make a new purchase. If the credit is not desired, we will refund the money to a PagSeguro or Mercado Pago virtual account. (You can create a free account to receive the refund amount.)
If the payment method was credit card, the refund may be a credit in your online store registration to make a new purchase, or a refund on the credit card.
Please note that credit card companies have a period of 30 to 60 days for the refund to appear on your statement.
If you have any further questions, we are available through our Customer Service Channels.
Best regards, Koopora Team.