Refund policy

RETURNS AND REFUND POLICY

This policy applies to purchases from cotoala.com. It does not limit mandatory consumer rights or any express warranty applicable to your purchase. More favorable return benefits validly promised when an order was placed remain applicable to that order.

1. 30-DAY RETURNS
You may request a return within 30 calendar days after receiving your item. Items purchased at a discount are eligible under the same rules.
You may open the packaging and reasonably try the product. For a change-of-mind return, the product must not have damage caused by misuse, accident or unauthorized modification, and all included accessories must be returned. Pack the item securely, preferably in its original packaging. These conditions do not remove statutory rights concerning defective or nonconforming goods.

2. HOW TO REQUEST A RETURN
Email support@cotoala.com with your order number or proof of purchase and the item you wish to return. Tell us whether you are requesting a return or exchange. A reason helps us assist you, but is not required when exercising a statutory withdrawal right that does not require one.
For damaged, defective or incorrect goods, describe the issue and provide photographs where reasonably available. We will provide the appropriate return address and shipping instructions by email. Contact us before shipping so your return can be correctly routed and identified. This administrative process does not prevent a valid statutory withdrawal notice or limit mandatory rights.
Before returning a connected device, back up any content you wish to keep, sign out of linked accounts and remove personal information where possible. If a defect prevents this, tell us so we can assist. Include all supplied accessories and use protective packaging.

3. RETURN AND EXCHANGE SHIPPING COSTS
For personal preference, selection of the wrong variant, or other reasons unrelated to a product defect or our error, you pay the return shipping cost. For an exchange for these reasons, you also pay the shipping cost of sending the replacement product to you. We will explain any replacement shipping charge and obtain your agreement before charging it.
For defective goods, shipping damage, incorrect items, or other circumstances in which applicable law requires us to pay necessary shipping costs, we will bear those costs as required. Contact us for instructions before arranging shipment.
We do not charge a restocking or return-handling fee.

4. ORIGINAL SHIPPING CHARGES
For change-of-mind returns under our voluntary 30-day policy, the original US$70 international shipping charge is not refundable, except where applicable law requires reimbursement. For orders originally delivered with free shipping, we do not deduct an undisclosed original shipping cost from your product refund.
When a return and refund is due to a product defect, shipping damage or an incorrect item, we refund the applicable original shipping charge associated with the returned item. Mandatory rules requiring reimbursement of delivery charges take precedence, including applicable statutory withdrawal rights described below.

5. REFUNDS
We will notify you after receiving and inspecting the return and explain the decision. Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or payment provider may require additional time to post the refund. If more than 15 business days have passed since approval, contact support@cotoala.com.
Refunds are based on the amount actually paid for the returned goods, with shipping treated as described above. Any shorter mandatory deadline applies instead of our voluntary processing period. We will not require a physical return where applicable law entitles you to a refund without one.

6. DEFECTIVE GOODS, EXCHANGES AND CANCELLATIONS
Contact support@cotoala.com if an item is defective, damaged, incorrect or missing. We will investigate and provide an appropriate repair, replacement, refund or other remedy under applicable law and any applicable warranty. The 30-day change-of-mind period does not shorten statutory guarantees or a longer product warranty.
For an exchange, contact us to arrange the return and replacement or a new order. Replacement availability and any agreed shipping charges will be explained before you proceed.
For cancellation before dispatch, contact us promptly. We cannot guarantee a voluntary cancellation once fulfillment has started. Statutory cancellation and withdrawal rights remain unaffected. For dispatch delays, see https://cotoala.com/policies/shipping-policy.

7. STATUTORY WITHDRAWAL AND CONSUMER RIGHTS
Where EU consumer withdrawal rules apply, you may notify us of withdrawal within 14 calendar days after receiving the goods, without giving a reason, subject to statutory exceptions. You must normally send the goods back within 14 days after notifying us.
You may inspect goods as necessary to establish their nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond what is necessary, where the law permits. Original packaging is not a condition that overrides statutory withdrawal rights.
For a valid statutory withdrawal, we reimburse the payments required by law, including our least expensive standard outbound delivery charge, without undue delay and within 14 days of receiving the withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence of their return, whichever is earlier. Additional costs of a more expensive delivery option you selected need not be refunded where the law permits.
For a change-of-mind statutory withdrawal, you bear direct return shipping costs only where this was validly disclosed before purchase and the law permits. Rules for defective or incorrect goods remain unaffected.
Consumers in the United Kingdom, Australia, New Zealand and other destinations retain all mandatory rights available under applicable law, including any additional cancellation, guarantee or refund rights. Where these differ from our voluntary policy, mandatory law prevails.

8. CONTACT
For returns, exchanges, refunds or delivery problems, email support@cotoala.com.
Return addresses are provided with the instructions for your order; do not assume a business contact address is the appropriate return destination.