Return Policy

We want you to be satisfied with your purchase. This Refund Policy is intended to reflect applicable consumer protection rules, including Directive 2011/83/EU on consumer rights.

Right of Withdrawal (EU/EEA Customers)

If you are a customer in the European Union or European Economic Area, you may have the right to withdraw from your purchase within 14 days without giving any reason.

For contracts relating to goods, the withdrawal period generally expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.

If your order is eligible, you can exercise your right of withdrawal by using our online withdrawal page or by contacting us by email:

https://official-kortez.com/pages/withdrawal
Email: support@official-kortez.com

If you use our online withdrawal page, we may send you an acknowledgement of receipt by email.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement before the withdrawal period expires.

You can do this by:

Effects of Withdrawal

If you validly withdraw from this contract, we will reimburse all payments received from you, including, where applicable, the cost of our least expensive standard delivery option.

We are not required to reimburse any supplementary costs if you expressly chose a type of delivery other than the least expensive standard delivery option offered by us.

Refunds will be made using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise.

We will make the reimbursement without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw from the contract.

However, for sales contracts, we may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is earlier.

Returning Goods After Withdrawal

If you withdraw from the contract, you must send back or hand over the goods without undue delay and, in any event, no later than 14 days from the day on which you inform us of your decision to withdraw.

Return shipping costs are the responsibility of the customer, unless applicable law requires otherwise.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us as soon as possible at support@official-kortez.com.

Please include your order number, a description of the issue, and photos where possible. If the issue is confirmed, we will provide an appropriate remedy, which may include a replacement, repair, or refund, depending on the circumstances and applicable law.

Exceptions / Non-Returnable Items

The right of withdrawal does not apply where a legal exception applies, including for example:

  • goods made to the consumer’s specifications or clearly personalized;
  • sealed goods which are not suitable for return for health protection or hygiene reasons, if they become unsealed after delivery;
  • goods that are damaged after delivery due to misuse, improper care, or handling not attributable to us.

Sale items and discounted purchases remain subject to statutory withdrawal rights unless a lawful exemption applies.

Exchanges

We do not offer direct exchanges. If you would like a different item, please place a new order after completing your return or withdrawal process.

Online Withdrawal Page

For eligible online purchases, you can use our dedicated withdrawal page to submit your withdrawal request electronically:

https://official-kortez.com/pages/withdrawal

Please provide the requested order details accurately so we can review and process your request efficiently.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. You may also use our online withdrawal page instead.)

To: official-kortez
Email: support@official-kortez.com
Online withdrawal page: https://official-kortez.com/pages/withdrawal

I hereby give notice that I withdraw from my contract of sale of the following goods:

– Ordered on:
– Received on:
– Name of consumer:
– Address of consumer:
– Signature of consumer (only if this form is notified on paper):
– Date:

Refunds

Once your withdrawal or return is approved and, where applicable, the goods have been received back or proof of return has been provided, your refund will be processed to your original payment method in accordance with applicable law.

If you believe your refund is overdue, please contact us at support@official-kortez.com.

Complaints and Consumer Dispute Resolution

If you have a complaint, please contact us first at support@official-kortez.com so we can try to resolve the matter directly.

Please note that the former EU Online Dispute Resolution (ODR) platform has been discontinued and is no longer available.