Refund policy

At KOLAW, managed by SOUTH AUSSIE PAINTING CO PTY LTD, customer peace of mind is central to our retail values. We understand that e-commerce requires trust, which is why we offer a comprehensive, fully transparent return framework that completely removes financial risk from the consumer. We guarantee compliance with strict US consumer safety codes and Google Merchant Center guidelines.

1. Standard 30-Day Return Window

You possess an absolute right to request a return within 30 calendar days from the precise date of physical delivery (verified by carrier time stamps). If 30 days have fully elapsed since the delivery date, we unfortunately cannot offer a comprehensive return or item replacement. We strongly encourage inspecting all products immediately upon arrival.

2. Return Eligibility and Item Condition

To successfully qualify for a full financial refund, items must be returned in their original retail state. Eligible returns must be:

  • Unused, clean, and in the exact condition you received it.
  • Preserved in its original brand packaging, containing all instructional inserts, tags, and standard hardware elements.
  • Accompanied by a verifiable proof of purchase (such as your digital order confirmation email or invoice statement).

3. 100% Free Returns (Zero Restocking & Zero Shipping Fees)

We believe in ultimate consumer transparency. Unlike competing platforms, we do not impose punitive fees for customer dissatisfaction. We explicitly guarantee:

  • Return Shipping Costs: $0.00 (Absolutely Free). We will provide a pre-paid printable return shipping label via email once your return is approved.
  • Restocking Fees: $0.00 (Zero Cost). We do not deduct sorting, storage, or administrative fees from your final refund balance.

4. Return Authorization Protocol

To initiate a valid return process, please adhere strictly to the following step-by-step structure to ensure tracking accuracy:

  1. Transmit a formal return request to our support inbox at support@kolaw.shop. Include your order number and a brief description of why you wish to return the item.
  2. Our specialized support team will evaluate the request within 24 business hours. Upon approval, we will send a PDF document containing a **Pre-Paid Return Shipping Label** along with clear instructions on how to pack the parcel.
  3. Affix the pre-paid label securely to the outside of your return parcel, ensuring any previous carrier barcodes are fully obscured, and drop the package off at your nearest authorized carrier station (e.g., USPS/FedEx location).

CRITICAL NOTICE: Please do not send your purchase back to the manufacturer or the original outbound logistics address displayed on your parcel box. Items returned without an approved return authorization document cannot be manually tracked, and will result in processing failure.

5. Damaged, Defective, or Incorrect Deliveries

If an item arrives damaged due to postal handling or exhibits an inherent factory manufacturing defect, KOLAW assumes absolute legal accountability. In these circumstances, please notify us immediately within 48 hours of delivery at support@kolaw.shop with high-resolution digital photographs or a brief video clip clearly illustrating the structural compromise. Once validated, we will immediately arrange an express, complimentary replacement shipment or issue a full refund, depending on your individual preference.

6. 10-Day Refund Processing Window

Once your return package arrives at our processing hub, our logistics team performs a manual validation inspection to verify contents. We guarantee that your refund will be formally resolved and initiated within 10 calendar days from the exact date our facility receives your return package.

Approved refunds are immediately processed back to the **original payment method** utilized during checkout (e.g., your specific Visa, Mastercard, or Apple Pay account). Please note that while our system dispatches funds instantly, your banking institution or credit card issuer may require an additional 2 to 5 business days to clear the funds and display the credit on your official financial statements.