Refund policy

⚠️ IMPORTANT: All requests for cancellations, returns, exchanges, or refunds must be made exclusively via email to: contact@korrazo.com. Requests made through any other channel will not be processed.

1. Order Cancellation

Customers may cancel an order within 24 hours of purchase and receive a full refund.

After 24 hours, cancellation may still be requested if the order has not yet been processed, meaning that preparation or picking for shipment has not begun. In such cases, cancellation is not automatic or guaranteed and is subject to verification of the order's processing status.

Once preparation, picking, packing, dispatch preparation, or any subsequent fulfilment stage has begun, cancellation is no longer possible.

Cancellation is only confirmed when Korrazo sends an explicit confirmation by email. This policy applies to order cancellation before fulfilment and is separate from any applicable right to request a return or statutory withdrawal.

2. General 30-Day Guarantee

Our 30-day guarantee applies only to defective or damaged items or cases where Korrazo sent the wrong product, size, or color.

Customers are responsible for carefully reviewing the product description, selected options, and applicable size chart before completing a purchase.

An item that corresponds to the product and size selected by the customer but does not fit as expected is not considered an incorrect item sent by Korrazo.

For claims involving defects, damage, incorrect products, or an incorrect size/color sent by Korrazo, we may request photographs and/or videos reasonably necessary to verify the reported issue before approving a refund, replacement, or other resolution.

3. Damages, Defects & Incorrect Items

Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, or different from what was ordered.

Korrazo may request photographs, videos, labels, packaging details, or product measurements reasonably necessary to verify the reported issue.

If the evidence confirms an error attributable to Korrazo, the customer will be eligible for an appropriate resolution without deductions attributable to customer error, which may include a replacement or full refund depending on the circumstances.

This does not apply when the correct product and selected size were delivered but the customer subsequently determines that the item does not fit as expected, prefers another option, or changes their mind. Such cases are treated as customer-initiated returns or exchanges.

4. Right of Withdrawal — European Union, United Kingdom, Norway & Iceland

Customers in the European Union, United Kingdom, Norway, and Iceland may request a return under their applicable right of withdrawal within 14 calendar days after delivery, without having to provide a reason, subject to applicable law.

The request must be submitted to contact@korrazo.com within the applicable period. The customer is responsible for the full cost of return shipping, except where otherwise required by applicable law.

All returns must comply with the procedure in Section 5.

Refunds will only be processed after the returned products have been received, inspected, and verified, within 7 business days after receipt. A tracking number or proof of shipment confirms dispatch but does not constitute acceptance of the return or approval of the refund.

5. Physical Returns & Return Address

All authorized physical returns must be sent to Korrazo's administrative office in Brazil. The complete return address and instructions will be provided exclusively by email after a valid request is submitted within the applicable period.

Customers must not return products to any address without prior instructions from Korrazo. Addresses shown on shipping labels, packaging, carrier records, or logistics documents are not authorized return addresses unless expressly confirmed by us.

Unless otherwise stated or required by applicable law, return shipping is paid by the customer. All returns must use a trackable shipping service, and returns without valid tracking will not be accepted.

Tracking confirms shipment only. Full refunds requiring a physical return will be processed only after the products have been received, inspected, and verified, within 7 business days after receipt.

6. Returns Outside the EU, UK, Norway & Iceland

For customers outside the regions covered by Section 4, if the customer is not satisfied with the product for reasons such as an incorrect size selected by the customer, fit, personal preference, or change of mind, due to the high cost of international return shipping, Korrazo generally does not require the product to be physically returned.

Instead, a refund may be issued with a 40% deduction from the total order value. This amount reflects the alternative arrangement offered in place of requiring the customer to pay for an international return.

If a physical return is required or expressly requested and authorized, it must comply with all requirements established in Section 5.

7. Alternative Resolutions

Depending on each individual case, Korrazo may offer alternative resolutions, including a partial refund without requiring a return or other suitable solutions.

Any alternative resolution will be offered exclusively through our official email, contact@korrazo.com, following a request submitted by the customer, and will only apply after being expressly offered by Korrazo and accepted by the customer.

Where applicable, customers may be offered a 50% refund of the total order value without returning the product. Alternative resolutions do not restrict any mandatory consumer rights applicable by law.

8. Failed Delivery & Refund Policy

If a delivery fails due to incorrect or incomplete address information provided by the customer, recipient unavailability, refusal of delivery, failure to collect the shipment when required, or another circumstance attributable to the customer or recipient, responsibility for the failed delivery rests with the customer.

In such cases, once the package is returned through the logistics network, only 50% of the order value will be refunded, as international shipping, handling, and logistics costs have already been incurred.

Where appropriate, Korrazo may alternatively offer another resolution depending on the circumstances of the case.

9. Exceptions / Non-returnable Items

Certain types of items cannot be returned, subject to applicable consumer protection laws, including:

• Perishable goods, such as food, flowers, or plants;
• Custom or personalized products, such as special orders;
• Personal care or hygiene goods where return restrictions apply;
• Hazardous materials, flammable liquids, or gases;
• Gift cards.

Sale or promotional items may be subject to restrictions under Korrazo's voluntary return policy. However, such restrictions do not exclude any mandatory statutory rights applicable to defective or incorrect products or any statutory right of withdrawal that cannot legally be excluded.

If you have any questions or concerns about your specific item, please contact us at contact@korrazo.com.

10. Refund Method & Timeline

Refunds will be made to the same payment method used at checkout. If the original card or account is no longer valid, the customer must contact their bank or payment provider.

Refunds that do not require a physical return are generally processed within 10 business days after explicit approval by email.

Refunds requiring a physical return will only be processed after the products have been received, inspected, and verified, within 7 business days after receipt.

These timeframes refer to Korrazo's processing of the refund. The customer's bank, card issuer, or payment provider may require additional time for the amount to appear in the account.

An acknowledgement of a request does not constitute approval. A cancellation or refund is only considered approved when expressly confirmed by Korrazo by email.