Please read this document carefully as it contains the terms and conditions of sale to which you are bound when using the KOALA online store. The terms and conditions indicated below (the “Conditions”) will apply to your use of KOALA Online Store and to all purchases you make through KOALA Online Store.
These Conditions will govern the contractual relationship between you and KOALA (hereinafter referred to as “KOALA”, the “Operator”, or “us”).
Any query, complaint or correspondence regarding these Conditions or KOALA Online Store should be directed to the contact information indicated on our contact page with us.
Purchase of KOALA Products
Criteria for ordering:
You can only buy products:
that are available for sale and whose details appear in the KOALA Online Store;
with delivery Mexico. KOALA reserves the right to refuse any order at its sole discretion (for example, when it considers that the order in question is intended to be subsequently sold by means other than the distribution channels authorized by KOALA or of any other nature).
The details of the products available for purchase (including their corresponding price) are specified in KOALA Online Store. KOALA will take all necessary and reasonable measures to ensure that all the details, descriptions and prices of the products that appear in the KOALA Online Store are correct when the information is included in the KOALA Online Store. Although we will try by all means in our power to keep the KOALA Online Store as up-to-date as possible, the information specified at any given time may not always reflect the exact situation when you place an order.
Placement of Product Purchase Orders and Conclusion of the Purchase Agreement:
Once you have selected the products you want to purchase, these products will be included in the shopping cart.
At the end of the verification process, you will click on the “order summary” button to access the order summary page where you can identify and correct possible information errors.
At the bottom of the order summary page, you will need to click on the “order submission” button for us to receive a confirmed order.
Once you have clicked on the “order delivery” button, we will obtain an authorization from the marketing company of your credit or debit card for the amount indicated on the order summary page. This process is the usual procedure that banks follow. If your credit card is not authorized, the order will not be processed.
KOALA will send you an e-mail confirming receipt of your product order, which does not constitute an automatic acceptance by us of your order.
KOALA will send you a second e-mail accepting your product order and confirming that the products you have requested will be shipped to you (“Shipment Confirmation”).
You and KOALA will have entered into a contract for the sale of the products requested by you once we have sent you the Shipping Confirmation e-mail and in any case, however, when you receive the aforementioned products.
The sale will be held in Spanish.
KOALA may refuse, at its sole choice, the processing of the order, or not be able to proceed with such processing, in the following cases, without any limitation:
When the product requested by you has ceased to be manufactured or is not available;
When the marketing entity of your credit or debit card does not authorize the payment of the purchase price;
When it does not meet the criteria for placing orders specified at the beginning of this section.
When due to inadvertent errors you detect an error in the description, price, characteristics or any other reference that you consider is not correct.
Delivery conditions
The delivery conditions are those established in this document.
All shipments are LAB our warehouse. They are at the customer’s risk and expense with / by the selected means of transport.
Payment conditions
You can pay with your bank card (credit or debit card). The charge on your bank card will be made at the conclusion of the sale contract.
Payment by credit card is the responsibility of the service provider.
We accept Visa, Mastercard and American Express card payments.
Returns and Order Cancellation
The conditions for the return and cancellation of the order that are indicated below will be applicable without prejudice to the rights that legally assist you.
ORDER CANCELLATION
You can change your mind and cancel your order within two (2) days of receiving the products. If you decide to cancel your order, we will refund you:
a) the full purchase price
as long as you have previously returned the products of your order in perfect condition. If you do not return the products to us, we will have the right to charge you for the products or the expenses derived from their recovery.
DAMAGED OR DEFECTIVE PRODUCTS AND INCORRECT DELIVERIES
You may (i) exchange your products, or (ii) obtain a full refund if the products in the order are damaged or defective upon receipt, or if the products you receive are not the ones you originally requested.
ii. Return:
If you decide to return damaged or defective products, or you received an incorrect order, we will refund everything you have paid, therefore:
the total purchase price
For this, we need you to return the products in perfect condition and the delivery documentation of your order. If you do not return the products to us, we must charge the price of the products.
i. Change:
When you exchange damaged or defective products or an incorrect order, we will send you the replacement items free of charge as long as you have previously returned the products of the order in the state in which you received them.
You can return your products, along with the delivery documentation, taking them or sending them to any of our stores or contact address. Please note that this documentation is necessary to benefit from the free return. Keep in mind that the stores can accept the return, but will not make changes for other products of the products purchased through the website; Instead, through our Customer Service you will be reimbursed the money for your return.
The refund of your money is made in the same payment method that you used when placing your order or the one determined by the accounting area.
The estimated time for your refund is 14 days.
Shipment to store:
1: Gather the Delivery documentation (What should you bring to the store):
to. Delivery Documentation with Delivery Number
b. The products you want to return.
c. Returns Form (Free letter indicating reasons)
2: Take your products and documentation to any of our stores
Shipping by parcel / courier:
1: Gather the Delivery documentation (What should you send to the store):
d. Delivery Documentation with Delivery Number
and. The products you want to return.
F. Returns Form (Free letter indicating reasons)
If you are returning the merchandise by mail, remember:
It may take up to 7 days for us to receive your shipment.
Returned items will be processed within five (5) business days of receipt.
Make sure you package the products correctly; If they arrive damaged (as a result of return shipping), we will not be able to process your return.
You can use a transport company that offers them the possibility of tracking shipments, in addition to insurance, to make sure that the products will arrive correctly.
HOW TO RETURN THE PRODUCTS
To return the products to us, you can send them to the address below or to any company-owned store. To consult the complete list of stores owned by the company, visit the contact section.
To return the products, you will need the following information:
A copy of your Order Confirmation email indicating your Operation Reference Number
Delivery documentation including your Delivery Number
A completed product return form (Free letter indicating reasons)
If you return the products by parcel / courier, we remind you that:
Your package may take several days to reach us;
Returned products will be processed within five (5) business days from receipt (excluding Saturdays);
You must take the necessary precautionary measures when packing the package and sending it to us by post so that the products are not damaged during the journey;
You should obtain and keep the postal receipt until the time you receive the refund or exchange.
NEWS
We would like to keep you informed about new products and about our values and campaigns. To stay up to date, visit our website www.tienda.koala.com.mx and subscribe to our newsletter at the bottom left of the page.
HOW TO CONTACT US
E-mail: info@koala.com.mx
Telephone: +52 (33) 4624 0398
For more information contact Customer Service.
Postal address for returns by mail:
KOALA
Av Revolucion Poniente 29
Cabbage Center
Guadalajara, Jalisco 44100
Mexico
Also, you can leave your order and documentation in another store if it suits you better. Check the list of stores available to make your return here.
REFUNDS
The refund of your money is made in the same payment method that you used when placing your order or the one determined by the accounting area.
The estimated time for your refund is 3 to 5 working days (keep in mind that depending on your bank this period may be longer) since we have received the products that you have returned.
General disposition
KOALA reserves the right to:
Modify or cancel, temporarily or permanently, the service provided through the KOALA Online Store (or any part of it) with or without prior notice. KOALA will not be liable to you or to other third parties for such modification or cancellation; me
If, despite modifying the Terms and Conditions and / or the Delivery Conditions, you continue to use the service provided through KOALA Online Store (or any part of it) after said modification, it will be considered that you have agreed to said change. You will be responsible for checking the Conditions regularly in order to determine if there have been any changes. If you do not agree with any modification of the Terms and Conditions, you must immediately stop using the KOALA Online Store service.
In the event that KOALA modifies these Conditions, your order will be subject to the Conditions in force on the date and time you placed your order.
In the event that any part of the Terms and Conditions is declared illegal or unenforceable, the affected provision will be considered eliminated, the remaining provisions of the aforementioned Terms and Conditions remaining fully in force.
In the event that one or more of the stipulations contained in this contract will be declared invalid or void by order of a judicial authority, the rest of the clauses contained herein will continue with full validity and legal effect between the parties.
The sales contract entered into between you and our company will be governed by Mexican law. In the event that any dispute arises between the parties, related to the interpretation and fulfillment of this contract, they agree to submit to the jurisdiction and competence of the laws and courts applicable in the First Judicial Party of the State of Jalisco, waiving from this moment to any other jurisdiction that may correspond to them due to their present or future domicile or for any other reason.
PAYPAL GUARANTEE
What is PayPal Buyer (or Purchase) Protection?
When you pay with PayPal on any website, PayPal Buyer Protection offers you complete protection if the eligible transaction has a problem, for example if an item does not arrive or is different from what is described. If your transaction qualifies for PayPal Buyer Protection, you will be covered for the full purchase price plus original shipping charges.
To qualify for PayPal Buyer Protection:
• Use PayPal to make the payment.
• Pay for the item in a single payment. Items purchased in multiple payments do not enjoy this protection.
• Inform the seller that there is a problem with the transaction by filing a dispute with the Resolution Center within 180 days of making the payment. Then escalate the dispute to a claim within 20 days from the date you filed the dispute.
• Maintain your PayPal account without incident (without controversies or claims).
If your transaction qualifies for PayPal Buyer Protection, you will be covered for the full amount of the purchase plus the original shipping costs.
Please note that certain purchases such as vehicles within the Engines category, intangibles, capital assets within the business and industry category, and real estate do not qualify for Buyer Protection from PayPal.
