Kolo is committed to raising the standard of excellence in archival photo-safe products, and inspiring a passion for photo presentation and storage. We guarantee everything we make. If you are not satisfied with one or our products when you receive it, or it does not perform to your satisfaction, please return it to the retailer where you purchased it. If the item was purchased directly from Kolo, please return it to us directly within 30 days of purchase for a refund.
To return your item(s):
- Contact Kolo Customer Service at 800.833.5979 or firstname.lastname@example.org for a Return Authorization. Without a Return Authorization any refunds due will be delayed.
- Place the product in a shipping box and secure using appropriate packing material (e.g. paper, packing peanuts, bubble wrap).
- Use the Return Authorization address label. Enclose a copy of your packing list. Or enclose your billing name and address, order number and telephone number best to contact you.
- For your protection, we recommend items be returned by UPS, Fed Ex or insured parcel post. Should the items be lost or damaged in transit, carriers require that you file the claim or tracer. Kolo also recommends insuring the package for the full value of your merchandise. Return shipping fees are non-refundable. Should an item be damaged, please refer to Damages.
To be eligible for return, the item(s) must be received in new sellable condition "in original packaging". Sale items are ineligible for refund. Personalized albums are ineligible for refund.
Please allow 3 - 5 business days for your return or exchange to be processed upon delivery to our facility.
Please note: We are only able to accept returns for products purchased directly from kolo.com.
If you would like a different product or color than what you ordered, you may return the original item in new condition and place a new order. Please contact Kolo Customer Service at 800.833.5979 or email@example.com for a Return Authorization. Without a Return Authorization any refunds will be delayed. Refunds are issued once the return item has been received and inspected.
Sale items are ineligible for return/exchange. Personalized albums are ineligible for returns/exchange.
Upon receipt of your order, we recommend reviewing the item(s) for any damage that may have occurred in transit. It is possible the carton may have some wear; however, if any of the items are damaged, please contact a Customer Care Representative via email firstname.lastname@example.org and attach a photo of the damage and if applicable the shipping carton.
You may also call 800.833.5979 M-F 9:00 am – 5:00 pm PT.
So that we may better assist you, please provide the representative with your order number. The representative will work with you to resolve the issue.
To ensure a prompt resolution, please retain the original shipping carton, packing material and damaged item(s). These will need to be returned to us for review by the carrier.