Return & Refund Policy
At a glance: Returns are accepted within 30 days after delivery. We do not offer exchanges. Return costs depend on the reason for return.
1. Return window
We accept returns within 30 days after delivery. We do not offer exchanges.
Please clean the machine thoroughly and pack it securely in its original packaging. Please handle the machine carefully during the return process. After we receive the returned machine, we will inspect the condition of both the machine and its packaging before processing the refund.
2. Warranty
Products include a 1-year parts warranty and a 3-year compressor warranty. Damage caused by improper operation is not covered. For warranty support, contact info@kolice.cc with your order number and supporting photos or videos.
3. Return eligibility and costs
Reasons eligible for free returns
| Return reason | Details |
|---|---|
| DOA (dead on arrival) | You may refuse delivery if the item is confirmed to be damaged upon arrival. |
| Wrong item sent | Please provide a clear photo of the item, your order number, and all shipping labels on the package. |
| Item does not match the description | Please provide photos showing the issue. |
| Quality issues | Please provide photos or videos so that we can verify the issue. |
Note: For the return situations listed above, please contact us at info@kolice.cc and provide the necessary photos or videos. Once the issue has been verified, we will offer a suitable solution.
Reasons not eligible for free returns
| Return reason | Details |
|---|---|
| Item arrived too late | Kolice does not offer free returns when delivery is delayed due to circumstances beyond our control. |
| Customer no longer wants, needs, or likes the item | The customer received the item but changed their mind, ordered it by mistake, or noticed a price change. |
| Missing or non-standard manual | Please contact us at info@kolice.cc for an electronic or video manual. |
| User error | Damage caused by improper operation is not covered. |
Note: For the return situations listed above, the buyer is responsible for the return shipping and restocking costs. In addition, 12% of the total order amount will be deducted from the refund as shipping compensation.
4. How to request a return
- Contact our customer service team at info@kolice.cc. Explain the reason for the return and provide the necessary photos or videos so that we can verify the issue.
- Our customer service team will investigate the issue and provide a solution in accordance with our policies. This process is expected to take 1–3 business days.
- Once both parties agree on a solution, our customer service team will provide the return instructions. Please do not send your return to the sender's address shown on the original package.
- Return the product if necessary. After our warehouse receives the return, our customer service team will process the refund within 1–3 business days.
5. Refund timing
After we receive and inspect your return, we will notify you within 1–3 business days and let you know whether your refund has been approved.
If approved, the refund will be issued to your original payment method. It may take 7–15 days for the funds to appear in your account, depending on your bank or credit card company.
Note: If you have not received your refund within this time frame, please contact us at info@kolice.cc or contact your card issuer.
Statement: Kolice reserves the right to provide the final interpretation of this Return and Refund Policy. If you have any questions, please do not hesitate to contact us.
