Returns and right of withdrawal

If you have purchased a product from the Koko Planet online store, you have the right to withdraw from the purchase within 14 days of receiving the product without giving a reason, except in cases specified by law.

How do you exercise your right of withdrawal?

To exercise your right of withdrawal, inform us of your decision to withdraw from the purchase within 14 days of receiving the product:

Email: [email protected]

You can send an unambiguous statement of withdrawal in your own words or use the withdrawal form.

 ( Download the withdrawal form (PDF)

After sending the withdrawal notice, you must send or hand over the product to Koko Planet within 14 days. Return address: Gunāra Astras 2B, Riga, LV-1084.

Product condition

The buyer is responsible for any reduction in the product's value if it has been used beyond what is necessary to establish its nature, characteristics and functioning.

Please handle the product with care and retain all its components and packaging where possible.

Return costs

The buyer bears the direct cost of returning the product, unless Koko Planet has indicated otherwise or the product received is damaged, incomplete or does not match the order.

Refunds

When the right of withdrawal is exercised, Koko Planet will refund the payments received from the buyer, including the initial standard delivery costs, within 14 days of receiving the withdrawal notice.

The refund will be made using the same payment method the buyer used for the original transaction, unless otherwise agreed.

Koko Planet may withhold the refund until the product has been received back or the buyer has provided proof of having sent it back, whichever occurs first.

If the buyer has chosen a delivery method that is more expensive than the cheapest standard delivery method offered by Koko Planet, the additional delivery costs will not be refunded.

Exceptions to the right of withdrawal

The right of withdrawal does not apply in cases specified by law. This may apply, for example, to products that deteriorate quickly or have a short expiry date, as well as sealed products that cannot be returned for health or hygiene reasons and have been unsealed after delivery.

Each return is assessed in accordance with applicable laws and regulations.

If you receive a damaged or incorrect product

If you receive a product that is damaged, incomplete or does not match your order, please contact Koko Planet as soon as possible by emailing [email protected], stating your order number and describing the problem.