Refund policy
Last updated: 01/01/2026
At Koucles, customer satisfaction is important to us. We aim to provide high-quality products and a reliable shopping experience.
This Return & Refund Policy explains the conditions under which returns, refunds, or exchanges may be accepted for purchases made through koucles.com.
By placing an order, you agree to the terms described in this policy.
1. Right of Withdrawal (EU Customers)
Customers located within the European Union have the right to withdraw from their purchase within 14 days from the date of delivery in accordance with EU consumer protection laws.
To qualify for a return under the withdrawal right:
• the item must be unused and unworn
• the item must be unwashed
• the item must include all original tags and packaging
• the item must not contain perfume, makeup, stains, or signs of use
Returns that do not meet these conditions may be refused.
2. Items Not Eligible for Return
For hygiene and safety reasons, the following items cannot be returned unless defective:
• underwear
• lingerie
• bodysuits
• stockings or hosiery
• swimwear without intact hygiene seals
• final sale or clearance items
• customized or made-to-order products
These restrictions help maintain hygiene standards and product integrity.
3. Products Arriving Damaged or Defective
If you receive a damaged or defective product, please contact us within 48 hours of delivery.
Your message should include:
• your order number
• clear photos of the product
• photos of the packaging if applicable
After review, we may offer one of the following solutions:
• replacement product
• partial refund
• full refund
The solution will depend on product availability and supplier policies.
4. Incorrect Items
If you receive an incorrect product (wrong item, size, or color), please contact us within 48 hours.
After verification, we may arrange:
• a replacement shipment
• a refund
• store credit
depending on product availability.
5. International Fulfillment & Dropshipping
Koucles operates as an international retail platform sourcing products from multiple global suppliers and fulfillment partners.
Some products may be shipped directly by authorized suppliers or dropshipping partners.
Because of this fulfillment structure:
• packaging may differ
• sender information may vary
• return instructions may differ depending on the supplier
Koucles acts as a retail reseller and intermediary platform, not as the manufacturer of the products.
6. Return Authorization Required
Before returning any product, customers must contact customer support.
Returns sent without prior authorization may not be accepted.
To request a return, please email:
info@koucles.com
Include:
• your order number
• reason for return
• photos if necessary
Our support team will provide return instructions if your request qualifies.
7. Return Shipping Costs
Unless the product is defective or incorrect, return shipping costs are the responsibility of the customer.
Shipping fees paid during the original purchase are non-refundable.
Customers are responsible for ensuring that returned packages arrive safely.
8. Inspection of Returned Products
Once a returned product is received, it will be inspected.
Returns may be rejected if:
• the item shows signs of wear
• tags are missing
• the product is damaged by the customer
• the product is not in original condition
Koucles reserves the right to reduce or deny refunds if these conditions are not met.
9. Refund Processing
If a return is approved, refunds will be issued to the original payment method used during checkout.
Typical refund processing time:
5-10 business days
Please note that banks or payment providers may require additional time to process the refund.
10. Exchanges
Exchanges may be available for:
• different size
• different color
• replacement of defective item
If the requested replacement is unavailable, a refund or store credit may be offered.
11. Order Cancellation
Orders may be cancelled only if they have not yet been processed or shipped.
Once an order has been shipped, cancellation is no longer possible.
Customers must follow the return procedure after receiving the order.
12. Refused or Unclaimed Shipments
If a package is:
• refused by the customer
• not collected from the courier
• returned due to unpaid customs duties
• returned due to incorrect address
the shipment may be returned to the supplier.
Refunds may be processed only after the product is returned and inspected.
Shipping and handling fees may be deducted from the refund.
13. Customs Duties & Import Taxes
For international shipments outside the EU, customers are responsible for:
• customs duties
• import taxes
• customs clearance fees
Refusal to pay customs charges does not qualify for a refund.
14. Chargebacks & Payment Disputes
Customers are encouraged to contact customer support before initiating a payment dispute.
In the event of a chargeback, Koucles reserves the right to submit evidence including:
• order confirmation
• shipping documentation
• delivery confirmation
• communication records
Fraudulent chargebacks may lead to account suspension or legal action.
15. Fraud Prevention
Koucles reserves the right to:
• refuse excessive or abusive return requests
• block accounts engaged in suspicious activity
• cancel fraudulent orders
16. Limitation of Liability
To the fullest extent permitted by law, Koucles and Limitless Company LTD shall not be liable for:
• indirect damages
• loss of profits
• delays caused by suppliers or carriers
• customs delays
Our total liability is limited to the value of the order.
17. Force Majeure
Koucles shall not be responsible for delays or failure to process returns due to events beyond our control, including:
• natural disasters
• transportation disruptions
• customs delays
• supply chain interruptions
• government restrictions
18. Contact Information
If you have any questions regarding returns or refunds, please contact us:
Email: info@koucles.com
Phone / WhatsApp / Viber: +30 6997244344
Our support team will assist you as quickly as possible.
