Política de reembolso

Last updated: March 2026

At KOLÓS, we stand behind the quality of everything we make. If something isn't right, we want to hear from you.

Your right to return In accordance with the Ley Federal de Protección al Consumidor (PROFECO), you have the right to return your order within 5 business days of receipt, provided the product is unused, in its original condition, and in its original packaging.

How to request a return To initiate a return, contact us at info@madebykolos.com within 5 business days of receiving your order. Please include your order number and the reason for your return. We will respond within 2 business days with instructions on how to proceed.

Conditions for return To be eligible for a return, your item must be unused and in the same condition in which you received it, including all original packaging, the Scent Shots box, and any accessories. Items that show signs of use or are returned without their original packaging will not be accepted.

Return shipping Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service as we cannot be held responsible for items lost in transit on their way back to us.

Refunds Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5-10 business days. Please note that original shipping costs are non-refundable.

Damaged or defective items Our pieces are handcrafted and inspected before shipping. However, if your order arrives damaged or with a manufacturing defect, please contact us at info@madebykolos.com within 48 hours of delivery with photos of the issue. We will assess each case individually and work with you to find the best resolution, which may include a replacement, store credit, or full refund.

Non-returnable items The following cannot be returned: items that have been used, items returned without original packaging, and items purchased during a sale or promotional event.

Questions For any questions about your return or refund, contact us at info@madebykolos.com.