Refund Policy

Customer satisfaction is our priority, and that's why we work to ensure a simple, fair, and transparent experience.

1. Right of Return – 14 days

Koru is always happy to accept online returns for all item(s) using the original payment method, within 14 days of receiving a product ordered from our website, provided that the item(s) are unwashed, unused, and in their original condition, with all packaging, tags, labels, and/or accessories (e.g., inner layers or spare buttons) intact and undamaged. It must not have any damage, scratches, odors, or any alteration that would prevent its resale.

Koru Store may refuse the return if the product does not meet these requirements.
The customer is responsible for the return shipping costs.

2. Exchanges – 14 days

We accept exchanges up to 14 days after delivery, provided the product is new and in its original, undamaged packaging.

Exchanges can be made in two ways:

2.1. In-person exchanges (location to be agreed upon)

Exchanges can be made in person at a location previously agreed upon with Koru Store, preferably in the Mafra and Torres Vedras areas.
This option is subject to availability and must be arranged via email or WhatsApp.

2.2. Exchanges by mail

The customer can choose to have the product shipped via courier or mail.

3. How to prepare the item for return or exchange

Pack the product securely inside a bag or box that protects the original packaging.
The product box must not be written on, glued on, or damaged.
Include the original invoice or order number.
Use the shipping bag or box, or any other sturdy packaging you have at home (no need to buy new material).

4. After receiving the item

When the product arrives at our facilities, it undergoes a quality check.
If it conforms:

The refund is issued using the same payment method; or
An exchange is sent in the case of replacement requests.

The process can take 5 to 10 business days.

The customer can track the status of their return/exchange in their personal area on the website.

5. Special deadlines for exchanges

Purchases made in December: exchanges accepted until January 14th,
Black Friday purchases: exchanges accepted until January 2nd.
(These timeframes apply only to exchanges, not to legal returns.)

6. Damaged or defective items

If the order arrives damaged or defective, the customer must contact us within 24 hours of delivery by sending:

The order number;
Clear photographs of the outer box and the damaged product.

After analysis, the appropriate solution will be presented (replacement, exchange, or refund).
After the 24-hour period has passed, a replacement cannot be guaranteed, as carriers do not accept claims outside of this timeframe.

7. Customer support

Koru Family Store is always available to help with sizing guidance, measurements, or any additional clarifications to avoid unnecessary exchanges.

Contacts:

Email: sac@koru-store.com
WhatsApp: +351 928 342 221

Order summary

Refund Policy