Refund & Returns Policy
At Kondatools, we want you to feel good about every order. If you're not fully happy with your purchase, you may request a return or refund under the conditions below, alongside your rights under German and EU consumer protection law.
Return Eligibility
Most items can be returned within 30 days of delivery, as long as:
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The item hasn't been worn, used, altered, washed, or damaged.
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It's returned in its original packaging.
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All tags, accessories, and included materials are included.
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You can provide proof of purchase.
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Our customer support team has approved the return before you ship it back.
Please get in touch with us before sending anything back. Returns shipped without prior approval may be refused or delayed.
How to Start a Return
Contact our support team with your order details to request a return. Once we've reviewed it, we'll send you return instructions, including the correct return address, if your item qualifies. Please wait for our confirmation before shipping anything back.
Damaged, Faulty, or Wrong Items
If your order arrives damaged, defective, or incorrect, let us know within 7 days of delivery. To speed things along, please include:
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Your order number
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A description of the problem
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Clear photos of the item and packaging
After reviewing your case, we may:
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Send a replacement
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Issue a full refund
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Offer a partial refund, if appropriate
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Provide store credit, if agreed by both sides
What Can't Be Returned
Unless the law says otherwise, we can't accept returns for:
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Personalized or custom-made items
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Products made to your specifications
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Items showing wear, misuse, alteration, or accidental damage after delivery
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Products returned without original packaging, where this significantly affects resale value
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Clearance, discounted, or final-sale items marked as non-returnable at purchase
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Gift cards or digital products, where applicable
Exchanges
Kondatools doesn't currently offer direct exchanges. If you'd like a different item, return the eligible product for a refund and place a new order through our website.
Your EU Right of Withdrawal
As an EU consumer, you may have the statutory right to withdraw from your purchase within 14 days of receiving your goods, without needing to give a reason.
To use this right, notify us before the 14-day period ends, then return the item within the legally required timeframe. This policy doesn't affect any mandatory rights you hold under German and EU consumer law.
Who Pays for Return Shipping
Unless the law requires otherwise, customers cover the cost of returning eligible items. Kondatools will cover return shipping only when:
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We shipped the wrong item
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The item was damaged in transit
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The product has a confirmed manufacturing defect
We recommend using a tracked shipping service — we can't be responsible for returns lost along the way.
How Refunds Work
Once we've received and inspected your return, we'll let you know the outcome. If approved:
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The refund goes back to your original payment method.
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Your payment provider may need extra time before funds appear in your account.
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Most approved refunds are processed within 10 business days of approval.
If Your Refund Is Delayed
If it's been more than 15 business days since our confirmation and you still haven't seen your refund, please:
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Check with your bank
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Contact your card or payment provider
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Reach out to our support team for help
Cancelling an Order
You can cancel an order free of charge as long as it hasn't yet entered fulfillment or shipping. Once it's been prepared for dispatch or handed to the carrier, cancellation may no longer be possible — but you can request a return once it arrives, if it meets our eligibility conditions.
Contact Information
Trading Name: Kondatools
Legal Entity: Emano Dutti UG (haftungsbeschränkt)
Company Type: Unternehmergesellschaft (UG) (haftungsbeschränkt)
Commercial Register No.: HRB 107844
Register Court: Amtsgericht Düsseldorf
Business Address: Harffstraße 109 B, 40591 Düsseldorf, Germany
Email: info@kondatools.com
At Kondatools, we handle every return fairly, transparently, and promptly. We value your trust and aim to give you a great shopping experience, in full respect of the consumer protections German and EU law provide.