30 Day Money Back Guarantee
30-Day Money-Back Guarantee - Terms & Conditions
1. Eligibility
This guarantee applies to products purchased directly from the Kollo website.
The offer is available to customers located in the United Kingdom.
Refund requests must be made within 30 days of the delivery date.
This guarantee may only be used once per customer or household.
Products purchased from third-party retailers, resellers, or marketplaces are not eligible for this guarantee.
2. Guarantee Period
The 30-day money-back guarantee applies from the date the order is marked as delivered by the shipping carrier.
All refund requests must be submitted within 30 days of delivery.
Returns received outside this period may not be eligible for a refund.
3. Refund Criteria
To qualify for a refund:
All returned products must be unused, unopened, and in their original condition with the tamper-evident security seal fully intact.
Due to the nature of food supplements and hygiene regulations, Kollo cannot accept returns or issue refunds for any products that have been:
• opened
• used or consumed
• returned without the original security seal intact
Refunds will only be issued for the actual goods physically returned to Kollo.
Any products that have been opened, used, consumed, or not returned will not be eligible for a refund.
4. Product Condition Requirements
Returned products must:
• be unused and unopened
• have the original tamper-evident seal intact
• be returned in their original packaging
• be in resalable condition
Kollo reserves the right to refuse a refund if returned items are damaged, incomplete, tampered with, or not suitable for resale.
5. Return Authorisation
Customers must contact Kollo customer support before returning any items to obtain return instructions.
Returns sent without prior authorisation may not be accepted or processed.
Customers may be required to provide:
• order number
• proof of purchase
• confirmation of the items being returned
6. Return Shipping
All returns must be sent using a signed-for or tracked delivery service.
Return shipping costs are the responsibility of the customer.
Kollo cannot accept responsibility for returns lost or damaged during transit.
Customers are advised to retain proof of postage and tracking details until the return has been received and processed.
7. Refund Value
Refunds will only be issued for the value of the eligible products returned and verified by Kollo.
Products that are not returned, opened, or used will not be refunded.
As shipping costs are included within the displayed retail price, the original delivery cost may be deducted from the final refund amount.
Refunds do not include the cost of return postage.
8. Subscription Orders and Partial Returns
For orders containing multiple products or subscription deliveries, refunds will only apply to the specific unopened products returned with the security seal intact.
If part of a multi-product order has been opened or consumed, only the eligible unopened products physically returned to Kollo will be considered for refund.
Kollo does not accept returns of partially used products.
9. Free Gifts and Promotional Items
If an order included free gifts or promotional items, these must also be returned unused and unopened in order for a full refund to be issued.
If the promotional item is not returned, its retail value may be deducted from the refund amount.
10. Refund Processing
Refunds will only be processed once the returned products have been received and inspected by our team.
Once approved, refunds will be issued to the original payment method used for the purchase.
Please allow 5–10 working days from the date the return is received for the refund to be processed.
Processing times may vary depending on the customer’s bank or payment provider.
11. Chargebacks and Payment Disputes
If a refund has been processed or issued in accordance with this policy, customers agree not to initiate a chargeback or payment dispute with their bank or payment provider.
Kollo reserves the right to:
• provide evidence of delivery, returns, and refund conditions to payment providers
• dispute unjustified chargebacks
• restrict or refuse future purchases from customers who abuse the refund policy
12. Exclusions
This guarantee does not apply to:
• products purchased from third-party retailers or marketplaces
• products that have been opened, used, or consumed
• products returned without the original security seal intact
• returns received after the 30-day return period
• items returned damaged, incomplete, or not suitable for resale
Kollo reserves the right to refuse returns or refunds where abuse of the policy or fraudulent activity is suspected.
13. Changes to the Offer
Kollo reserves the right to modify, suspend, or withdraw this guarantee at any time without prior notice.
Any changes will not affect orders already placed under the terms applicable at the time of purchase.
14. Limitation of Liability
Kollo shall not be liable for any indirect, incidental, or consequential damages arising from the use of its products beyond the refund value specified within this guarantee.
15. Governing Law
These terms and conditions are governed by and interpreted in accordance with the laws of the United Kingdom.
