Refund Policy

Refund policy

Return and Refund Policy - Koladent

At Koladent we want you to be completely satisfied with your purchase of Colla Gum. That’s why we offer a 60-day satisfaction guarantee.

60-Day Warranty Conditions days

• You have 60 calendar days from the date of receipt of the product
• to try Collagum.
• If for any reason you are not 100% satisfied with the results, you can

request the return of the product and a full refund.

• The warranty applies to purchases of 1 unit as well as packages or subscriptions.

Return Process

To request your return and refund, follow these steps:

1. Send an email to info@koladent.com within
2. 60 days following receipt of the product.
3. In the subject line of the email write:

"CollaGum Return - 60-Day Warranty

days"

3. Include the following information in the body of the email:

• Full name
• Order number
• Email address with which

you made the purchase

• Reason for the return (optional, but it helps us improve)
• Photo of the received product (optional, but recommended)
• The refund will be made using the same payment method you used for the purchase.
  • The refund period is 5 to 10 business days once approved (may vary depending on your bank or payment platform).
  • Original shipping costs of the purchase will not be refunded (except in cases of error by Nelveda).

  Cases where the warranty does not apply

  • Products purchased from authorized distributors or stores
  • physical (only applies to purchases made on our official website).
  • Returns outside the 60-day period.
  • Products that have been fully opened or consumed more than 50% of their content.
  • Damage caused by misuse, improper storage, or
  • improper handling.

4. Once we receive your request, we will send you the instructions to complete the return.

Important conditions to accept the return

• You must return the product within 7 business days after we have approved your return.
• The product must be returned in its original packaging, unopened and without excessive handling (you may have

tested, but it must not be empty or almost empty).

• Returns of products that have been improperly opened, damaged by misuse, or whose packaging is intentionally broken will not be accepted.
• Return shipping costs will be borne by the customer
• (except if the product arrived defective or with our error).

Refund

• Once we receive and verify the returned product, we will process the full refund of the amount paid (product price + tax)

• The refund will be made using the same payment method you used for the purchase.
• The refund period is 5 to 10 business days once approved (may vary depending on your bank or payment platform).
• Original shipping costs of the purchase will not be refunded (except in cases of error by Nelveda).

Cases where the warranty does NOT apply

• Products purchased from authorized distributors or stores
• physical (only applies to purchases made on our official website).
• Returns outside the 60-day period.
• Products that have been fully opened or consumed more than 50% of their content.
• Damage caused by misuse, improper storage, or improper handling.

Defective product or shipping error

If you receive a damaged, defective product or we send you the wrong product, please contact us immediately to info@koladent.com

In these cases:

• We will cover the return shipping costs.
• We will send you a replacement at no additional cost or we will issue you the full refund.