Politique de remboursement
Damaged, defective or incorrect items
If your order arrives damaged, defective, or is not what you ordered, we will make it right at no cost to you.
What to do: email info@kowuahc.com within 7 days of delivery with your order number and clear photographs showing the issue. Please include one photo of the item and one of the outer packaging.
What happens next: we review every claim within 2 business days. Once approved, you choose either a full refund to your original payment method or a free replacement shipped at our expense. Refunds are issued within 5 business days of approval; your bank may take a further 5-10 days to post it.
You do not need to ship anything back to us. Our workshop is in Colombia and international return shipping would cost you more than the item is worth. Photographic evidence is enough. For high-value claims we may ask for additional images or a short video before approving.
6-month craftsmanship warranty on wooden tools
Every Kowua wooden tool is covered for 6 months from the delivery date against manufacturing defects, specifically:
- Cracking or splitting of the wood
- Splintering of the working surface
- Separation of glued joints
- Handles or fittings coming loose
If any of these occur under normal professional use, send photographs to info@kowuahc.com with your order number and we will replace the affected piece free of charge. We replace the individual piece, not the entire kit.
The warranty does not cover: soaking or submerging tools in water; dishwasher or autoclave cleaning; damage from dropping or impact; exposure to solvents, alcohol-based products or harsh chemicals; normal cosmetic wear such as surface marks, patina or colour change from oils; tools that have been sanded, re-sealed, painted or otherwise modified.
Our wood is hand-carved urapan and every piece is finished individually. Slight variations in grain, tone and dimension between pieces are characteristics of the material, not defects.
Change of mind
We are a small workshop shipping internationally from Colombia, and we do not accept returns or issue refunds for change of mind.
Please read the dimensions, weight and material listed on each product page before ordering. If anything is unclear, message us before you buy. We would rather spend ten minutes answering a question than have you receive a tool that is not right for your practice.
Items that cannot be refunded or exchanged
- Opened or used massage oils, essential oils and other consumables
- Disposable underwear, sheets and covers, once the sealed packaging is opened
- Online courses and certifications, once the course materials have been accessed
- Gift cards
Online courses before access: if you have not opened any course material, email us within 14 days of purchase and we will refund you in full.
Orders not yet shipped
Contact us as soon as possible if you need to cancel or change an order. If it has not left our workshop, we will cancel it and refund you in full. Once a package is handed to the carrier we cannot recall it.
Customs duties and import taxes
Import duties, taxes and carrier handling fees are set by your country and are your responsibility. They are not included in the product or shipping price and we cannot refund them. If a package is refused at customs and returned to us, we can refund the product value but not the shipping or customs charges already incurred.
How to reach us
Email: info@kowuahc.com - we reply within 24 hours on business days
WhatsApp: +57 319 348 2547
Hours: Monday to Saturday, 9:00 - 18:00 EST