Return process

If after your purchase you are not satisfied with any item, you may return the ordered products within 15 (fifteen) days after receipt, provided that the products have not been used, keep their original characteristics, labels intact and complete. All material accompanying orders must be returned.

If you want to exchange one or more items, simply place a new order after returning the items.

Pack items securely in their original packaging before shipping them.

1. Free home collection (Portugal mainland)

You must request the return of the order by contacting our Customer Support Department via email or telephone +351 252 860 700 (call to the national fixed network), indicating the items you wish to return, as well as the order number. After contacting us, we will schedule the collection.

2. Return using your own way

Products returned by you, due to a defect that has been confirmed by us, will be fully refunded, including the reimbursement of shipping costs, as well as the cost incurred by you in returning the item. In all other situations, the customer will be responsible for the shipping costs and the cost of returning the item. All returns must be sent within 15 days of receipt of the order to the address:

Rua Fernando Pires de Lima, n.º 1119
4780-031 Areias
Santo Tirso - Portugal

Attention: The articles will remain your responsibility until they reach our possession and are accepted by us. For your own protection, we recommend that you send the order using a delivery service that guarantees you the value of the items.

Please note, in case of delay or loss, KOATI reserves the right not to accept the return and/or not refund the corresponding amount.

If the returned items are damaged or worn, KOATI reserves the right not to accept the return and refuse to refund them.