Cancellation & Refund Policy

Thank you for shopping at Kokroma. We value your satisfaction and want to ensure a smooth shopping experience. As a company selling to customers including those in the European Union, we fully respect your legal rights under the EU Consumer Rights Directive.

1. Right of Withdrawal (14-Day Cooling-Off Period)

If you are a resident of the European Union, you have the right to withdraw from this contract within 14 days without giving any reason.

• The Period: The withdrawal period will expire after 14 days from the day on which you acquire, or a third party indicated by you acquires, physical possession of the goods.

• How to Exercise It: To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement. Please contact us at returns@kokroma.com to initiate this process.

2. Our Extended 30-Day Return Window

Because we want you to love what you buy, we extend our return window beyond the legal minimum. For all customers, you have 30 days from the date of delivery to request a return.

• Condition of Items: To be eligible for a return under our 30-day policy, your item must be unused, unwashed, and in the same condition that you received it. It must also be in its original packaging.

• Proof of Purchase: To complete your return, we require a receipt or proof of purchase.

• Process: Please do not send your purchase back to the manufacturer. Contact us at returns@kokroma.com, and our small team will guide you through the process!

3. Refunds & Effects of Withdrawal

If you withdraw from this contract within the legal 14-day window, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

• Inspection: Once your returned items are received, we will inspect them to ensure they haven't been handling in a way beyond what is necessary to establish their nature, characteristics, and functioning (just like you would inspect an item in a physical shop).

• Processing Time: We will process your refund within 14 days of receiving the returned goods (or proof of shipment, whichever is earlier.). The credit will automatically be applied to your credit card or original method of payment.

• Sale Items: In compliance with EU law, sale items are fully eligible for the 14-day right of withdrawal and standard returns, just like regular-priced items.

4. Shipping & Return Costs

• Return Shipping: Unless otherwise specified by our team, the customer is responsible for paying the direct costs of returning the goods. Depending on your location, we may choose to organize the return for you or refund the shipping costs at our discretion.

• Tracking: Depending on where you live, the time it may take for your exchanged or returned product to reach us may vary. We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

5. Delayed or Missing Refunds

We are a small team and process things as quickly as possible, but banks can be slow! If you haven’t received your refund yet:

1. First, check your bank account or credit card statement again.

2. Contact your credit card company; it may take some time before your refund is officially posted.

3. Contact your bank, as there is often some processing time before a refund is finalized.

If you’ve done all of this and you still have not received your refund, please reach out to us at returns@kokroma.com.

CONTACT INFO:
Sayapatri Colony
Gokarneshwor-08/099
Kathmandu, Central Region
44600, Nepal
kokromainfo@gmail.com