Refund policy
Returns
Koltrast offers a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
You are welcome to try and use your Koltrast product as intended during this period. If you decide it’s not right for you, you can request a return within 30 days of delivery.
To qualify for a full refund under our 30-day return policy:
- The item must be clean and undamaged.
- All original parts and accessories must be included.
- Proof of purchase is required.
How to Start a Return
To start a return, visit our Returns & Exchanges page and select Start a return.
Sign in using the same email address you used when placing your order. From there, select the relevant order and item(s) you would like to return and submit your return request.
Once your request has been reviewed, you will receive further return instructions by email.
Please follow the return instructions provided before sending your item back.
Return Shipping
Returns within Sweden are free. A prepaid return label will be provided with your return instructions.
For international returns, the customer is responsible for return shipping unless otherwise stated or required by applicable law. Customs fees or other charges may also apply.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is defective, damaged or you receive the wrong product, contact us as soon as possible at contact@koltrast.co so we can assess the issue and make it right.
Non-returnable Items
Certain items cannot be returned, including:
- Custom or personalised products
- Gift cards
If you are unsure whether your item is eligible for return, please contact us before starting your return.
Exchanges
If you would like a different size or product, the fastest option is to return your current item and place a new order separately.
Start your return through our Returns & Exchanges page. Once your return is processed, you can place a new order for the item you would like instead.
EU Right of Withdrawal
Customers purchasing online within the EU generally have a statutory right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.
This statutory right is separate from and does not limit Koltrast’s voluntary 30-day return policy.
To exercise your right of withdrawal, you can use our Start a return function or contact us at contact@koltrast.co with a clear statement that you wish to withdraw from your purchase.
When exercising the statutory right of withdrawal, you may inspect and handle the product to the extent necessary to determine its nature, characteristics and functionality. If the product has been handled beyond what is necessary and its value has been reduced as a result, you may be responsible for that reduction in value.
Refunds
Once we have received and inspected your return, we will notify you about the status of your refund.
If approved, the refund will be issued automatically to the original payment method.
We aim to process approved refunds within 10 business days. Please note that your bank or card provider may require additional time before the refund appears in your account.
For returns made under a statutory right of withdrawal, refunds will be handled in accordance with applicable consumer law.
If more than 15 business days have passed since we confirmed that your refund was processed and you have not received it, please contact us at contact@koltrast.co.
Questions
If you have any questions regarding returns or refunds, contact us at: