Returns for Online Store Purchases

Quokkababy S.L. will accept all returns made within the period specified by current legislation, which is within 14 calendar days from the receipt of the item, provided that the item has not been used, is in perfect condition, and has its original packaging. Otherwise, a depreciation of up to 100% may be applied to the product or products. This means that once the product is received, we will assess the cost of any damage caused, which will be deducted from the original price.

The **cost of returning the product will be borne by the customer**, meaning the customer will be responsible for sending the product they wish to return to us. If you want us to arrange the collection, the courier cost will be **€6 plus VAT** in the Peninsula (Spain and Portugal), **€9 plus VAT** in the Islands, and **€15 plus VAT** for the European Union.

For **international customers outside of Spain**, shipping costs are the customer's responsibility, and any customs fees incurred cannot be refunded.

Once the item is received at our store, we will verify the product and proceed with refunding the amount using the original payment method. The shipping costs for said return will be borne by the customer.

In the case of **defective items**, Quokkababy S.L. will proceed to refund both the item and the transport costs once the defect is verified.

We advise that any return be **notified and authorized** by El Ultimo Koala C.B. before making any shipment, through any of the following means:

By phone: 912372316
By email: info@quokkababy.es

You may use the withdrawal form provided below. The use of this form is not obligatory as long as you provide us with the same data.

Returns will not be accepted outside the established period. If you have any doubts, we advise you to contact us before shipping to avoid unnecessary costs.

Complaint Procedures

You can contact us by phone at 912372316 or email at info@quokkababy.es. We will try to answer all emails within 24-48 hours and will be happy to assist you with your questions.

Complaint Forms

Complaint forms are available to the consumer (DECRETO 152/2001 of September 13) at the store located at C/ Pradillo 10, 28002 MADRID.

EU Online Dispute Resolution Platform

We inform you that the consumer can resort to one of the European Commission's Online Dispute Resolution entities, identified on the website: https://webgate.ec.europa.eu/odr.

Warranty

To claim and enforce the warranty, the consumer can contact Quokkababy (seller) by phone at 912372316 or by email at info@quokkababy.es.

General warranty conditions are:

The law establishes a general warranty period of 2 years from the purchase. You will always need to attach the purchase receipt or delivery note.
If the defect comes to light during the first 6 months from the delivery of the good, it is presumed to be an original defect.

We will contact the product manufacturer to provide you with an efficient and quick solution to your problem.

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Refunds and warranty