Return & Refund Policy
Return & Refund Policy
If you are not satisfied with your order, you always have the right to return it.
Returns If you are not happy with the items you ordered, you may return them within 30 days of receipt. To help us process your return as quickly as possible, please send the completed return form together with your invoice inside the shipment.
To be eligible for a refund or exchange, the returned product must be in its original condition with all labels and tags attached. The product must show no signs of use. We reserve the right to refuse returned items if we have reason to believe they have been used or damaged through no fault of our own.
Return Procedure To return a product, contact our customer service team to request a return form. You can send an email to info@koossa.com
Please note: The address listed on our website is not a walk-in or return address. For all returns, you must first request a return form through our customer service team before sending anything back.
Damaged or Incorrect Items If you received a damaged or incorrect item, please contact us at info@koossa.com with a photo of the item. We will send you a free replacement as soon as possible — no return required.
Refunds Once the product has been received, it will be exchanged as soon as possible or the purchase amount will be refunded to your bank account within 7 days to the account you used for payment.
Late or Missing Refunds If you have not yet received your refund, please first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund appears. If you have done all of this and still have not received your refund, please contact our customer service team.
Conditions
- To help us process your return quickly, please include the completed return form.
- You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
- Please include a tracking number with your return shipment (at your own cost).
- Email a photo of the tracking number to us on the day of shipment.
- The product must be returned unused.
- The product must be returned in its original packaging.
The returned product will be inspected for damage caused by the customer. Items that arrive damaged due to customer handling will not be accepted.
Business Information
- Company name: TMC trading under the name: Koossa
- Chamber of Commerce number: 92134866
- VAT number: NL004938015B40
- Phone number: +1 516 440 8424
- Email: info@koossa.com
Customer Service Hours
- Monday – Friday: 9:00 AM – 6:00 PM (GMT)
- Saturday – Sunday: 9:00 AM – 4:00 PM (GMT)
We aim to respond to all inquiries within 24 hours.