Refund policy

Right of withdrawal and returns

In accordance with the regulations applicable to distance selling, you have a statutory period of 14 days from receipt of your order to exercise your right of withdrawal, including for discounted items, subject to the exceptions provided for by law.

Komua voluntarily extends this option to return items to 30 days after receipt. From the 15th to the 30th day, this commercial extension is subject to our return conditions. Certain exclusions may apply, in particular to discounted items and to products that are no longer in a condition that allows them to be resold.

This commercial extension does not affect your statutory right of withdrawal, which applies during the first 14 days.

Condition of returned products

During the 14-day statutory withdrawal period, you may handle the product to the extent necessary to establish its nature, characteristics and proper functioning. Any reduction in value resulting from handling beyond what is necessary may be taken into account in accordance with the applicable regulations.

For returns made under the Komua commercial extension between the 15th and the 30th day, the product must be returned in a condition that allows it to be resold, with its accessories and, where possible, its original packaging.

Please include information that identifies your order, such as your order number or the email address used for the purchase.

How do I request a return?

To exercise your right of withdrawal or request a return, clearly inform us of your decision by contacting us at the following address: contact@komua.com. We will send you the necessary instructions and the address to return the product to.

Important: although our company is based in France, our products may come from different logistics sites. Returns must be sent to the return address in France provided by our customer service team. We recommend using a tracked shipping method and keeping your proof of shipment until your return has been fully processed.

The direct cost of returning the product is borne by the customer, except in particular where the product is defective or damaged, or where we made an error.

Under the statutory right of withdrawal, the product must be sent back without undue delay and no later than 14 days after you inform us of your decision to withdraw.

Non-returnable items

The exceptions to the statutory right of withdrawal are those provided for by the applicable regulations. These include, in particular, products that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection.

Under the Komua commercial extension between the 15th and the 30th day, we may also refuse the return of discounted or final clearance items, gift cards and products that are no longer in a condition that allows them to be resold.

Damaged, defective or incorrect items

If you receive a damaged, defective or incorrect item, please contact us as soon as possible at contact@komua.com with your order number and a description of the problem. We may ask for a photo or video where this helps identify the problem.

We will let you know the appropriate solution for your situation, without prejudice to your rights under the applicable legal guarantees.

Exchanges

If you would like to replace an item with another product, contact us at contact@komua.com. Depending on the situation, we may ask you to return the original item before placing a new order.

Refunds

If you exercise your statutory right of withdrawal, we will refund the amounts due, including the order’s standard delivery costs where required by the regulations, without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.

For a sale of goods, we may withhold the refund until we have received the returned product or until you have provided proof that you have sent it back, whichever is earlier.

The refund will be made using the same payment method as the one used for the order, unless you expressly agree otherwise and provided that this does not incur any additional costs.

For returns made under the Komua commercial extension between the 15th and the 30th day, the refund will be made after the return has been received and approved.

If you have received a refund confirmation but the refund still does not appear after several days, please contact us at contact@komua.com.