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Size or style exchange Size or style exchanges can be made within 8 days of the purchase date. Valid upon presentation of the original invoice. Products must be presented in their original packaging and unused. Exchanges are only applicable at the store where the item was purchased (Koala Paseo Metrópoli Cartago, Koala Paseo de las Flores Heredia, Koala Multicentro Desamparados).

If the purchase was made through the website or WhatsApp, the merchandise must be returned by the customer via Correos de Costa Rica. Both the shipping of the product to be exchanged and the new product acquired must be paid for by the customer, or the customer can take the product to any Koala shoe store in Multicentro Desamparados, Paseo de las Flores, Paseo Metrópoli, City Mall.

No size or style exchanges are applicable for items on sale or discount, however, these items have a one-month warranty (see warranty policies). No exchanges are applicable for accessories. Products purchased in pre-sale cannot be exchanged for size or style, and the warranty begins on the day of product delivery.

Refund Policy

Refunds only apply when the bank's system fails and indicates to the customer that the transaction was not completed, and the customer places the order again. Due to this error, a double payment is made, for which the corresponding refund for the double payment will be issued.
The refund for this double payment will be the full amount minus 4.5%, which is the commission the bank charges the merchant for credit card transactions.