Refund policy

Refund Policy

Return and Refund Policy - Koladent

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

60-Day Guarantee Conditions

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

request a product return and a full refund.

• The guarantee applies to single unit purchases 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 of receiving the product.
3. In the email subject line, write:

"CollaGum Return - 60-Day Guarantee"

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

• Full name
• Order number
• Email address used for the

purchase

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

  Cases where the guarantee does not apply

  • Products purchased from authorized distributors or physical stores
  • (only applies to purchases made on our official website).
  • Returns outside the 60-day period.
  • Products that have been completely 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 instructions on how to make the return.

Important conditions for accepting the return

• You must return the product within 7 business days after we approve your return.
• The product must be returned in its original packaging, unopened and not excessively tampered with (you may have

tried it, but it should not be empty or almost empty).

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

Refund

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

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

Cases where the guarantee DOES NOT apply

• Products purchased from authorized distributors or physical stores
• (only applies to purchases made on our official website).
• Returns outside the 60-day period.
• Products that have been completely 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 if we send you an incorrect product, please contact us immediately at info@koladent.com

In these cases:

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