Returns and Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
REFUND & RETURN POLICY (ABOUT COMMISSION WIG/STYLED BASIC WIG/CUSTOM ITEMS)
1.Transit/Weather Damage
► Repairable issues (e.g., detached parts/melted gel): Adjustment guidance or free replacement parts
► NO full refunds
2. Craftsmanship Issues
► Repairable issues (e.g., fit/assembly errors): Fixes, parts replacement, or partial remake
► NO full refunds
3. Our Errors (Unwearable)
► Unwearable due to deviation from your data? Report within 48 hours of delivery for priority remake/ refund（Full refund requires a video showing the wig being destroyed, to prevent it from re-entering the market）
4. Customer Responsibilities
► Wrong measurements? NO refund. Paid modifications available (you cover costs + shipping)
► Address errors? (e.g., PO Box/shortened address/missing door number/phone causing delivery failure)
NO refund. You bear ALL losses from reshipping/return/loss
5. Claim Expiration
► Refund requests will not be accepted after 48 hours of delivery
► Timestamp determined by carrier's delivery records
Contact Window
Email within 48 hours of delivery: support@koollia.com
Required Evidence
► Order number
► Detailed issue description
► Photos/videos of damaged package exterior
► Clear photos/videos of wig defects (multi-angle close-ups)
Process
► We respond within 48 hours of receiving complete evidence
► If the package is damaged upon delivery: Photograph immediately and contact us before accepting
Return & Refund Policy (Non-Customized Items)
I. Defective/Damaged Items (Report within 48h)
Requirements
► Damage caused during transit
► Email within 48 hours of delivery to: support@koollia.com
► Provide: Order number + Clear photos showing product & packaging damage
Non-Coverage
► We are not liable for damage from misuse/tampering
II. Change-of-Mind Returns (14-Day Window)
Conditions
► Items must be unused, unwashed, with original tags/packaging
► Request must be made within 14 days of delivery (per tracking)
► No returns for altered/used items or missing packaging
Cost Responsibility
► You cover return shipping + import taxes (if applicable)
► Original shipping & insurance fees non-refundable
III. Refund Methods
► Primary: Refund to original payment method
► If original method invalid: Store credit (for future purchases)
IV. Non-Returnable Items
► Gift cards/free gifts/final sale items
► Custom-made products (once production starts)
► Items with removed tags or stains (makeup/bodily)
V. Order Modifications & Address Errors
Order Changes
► Contact immediately via email (support@koollia.com) - no guaranteed changes
Address Error Liability
► You bear all losses from undeliverable packages due to incorrect addresses
► Address updates are possible only before shipment
Good to Know:
Film item + shipping label before return to prevent transit disputes
Store credit validity: 24 months (from issuance date)
Effective: 2025
Koollia reserves final interpretation rights