Refund and Returns Policy

All our Collonil products are made in state-of-the-art production plants, all located in Germany. These products are made with the highest standards and bear the German seal of quality.

All items are quality-controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is faulty, please contact us immediately at within 7 days from the delivery date. Please include the subject RETURN on your e-mail and do not forget to include your order number.

Faulty Products

Goodsare classified as faulty if they are received in a non-working or defective condition. Please note that the following conditions will not render the product faulty:

  • damage as a result of wear and tear
  • product has been dealt with or used contrary to the manufacturer’s instructions
  • where the buyer or any unauthorized person has altered or damaged the product
  • defective items that were mishandled by the buyer or any unauthorized person
  • If, within 7 days after a product is delivered to you, and the product is subsequently deemed faulty, you may be entitled to a replacement. Replacement is subject to availability. You will only receive a refund if the item cannot be replaced.

Conditions For Returns

A return will ONLY be accepted if the following conditions are met:

  • The product meets any of the following criteria:
    • Faulty product – the product is considered faulty as defined above; 
    • Wrong item received – the product is not the one ordered by the buyer;
    • Incorrect choice of product – the buyer made a mistake in choosing which item to purchase
  • A return request was made to using the form below within 7 days of receiving your order. This applies to all returns, be it faulty product, wrong item received or incorrect choice of product.
  • Product/s must be shipped within 7 days of receiving your return instructions.
  • The product/s must be unused and in the same condition as when it was received and should be returned in their original packaging. Returns received in damaged or worn condition are non- refundable. Product boxes are considered part of the product. Your return may not be accepted and qualified if the product box/packaging is damaged. Please ensure they are adequately protected in transit.
  • Product/s for return from an order must be in the same shipment. The return must include the original invoice and packing slip.

Shipping Cost

  • Shipping cost from your original order is non-refundable unless we have committed a shipping error. If the return is not a result of our mistake, the additional shipping cost will be shouldered by the customer.
  • Shipping and handling charges for sending returns are not refundable and not reimbursable.

Sale Items

  • Sale items are final and may not be returned.
  • If an item goes on sale after you have purchased the same for the full price, we cannot refund the price difference.


Once an order has been processed, we are not able to change details such as add to the order, change delivery address, cancel an order and/or other order details. As such, these are not qualified for returns.

Three Steps to Complete a Return

  1. Complete the below form within 7 days of receiving your order to initiate a return.
  2. We will send you an email containing return instructions, which also includes a Return Merchandise Authorization (RMA). Product/s for return must be shipped back to us within 7 days from receiving this email.
    Please make sure that your return meets all of the conditions as stated above and following all instructions on the email. Unidentified returns may not be processed.
  3. Send the product/s for return using the courier of your choice. We are not responsible for lost return packages, and recommend you insure and track your package.

Processing Returns

You will receive an email notification from us when we receive your return, afterwhich it will undergo quality checking. Please allow us up to 20 business days to process and evaluate your return, at which time we will inform you through email if your return is qualified.

For qualified returns, we will arrange for a product replacement. However, replacement is subject to availability and an exact product replacement cannot be guaranteed. An alternative product may be offered instead. You will only receive a full refund if the item cannot be replaced.

Once a return has been processed, we are not able to change details or accommodate additional requests.

If you wish to inquire about your return please email We reserve the right to refuse or deny any return requests or refunds at any time based on policy of program abuse.


For returns that are due to the error of the buyer (as in the case of incorrect choice of product), only an exchange or replacement will be allowed. Please take note that all exchanges should meet all the return conditions as stated above. Exchanges are based on stock availability. In addition, the cost of the replacement must be equal to or more than the cost of the originally ordered item, anything less will not be refunded. If the new item costs more than the original, the excess amount will be charged to the buyer. For all exchanges, shipping and handling is no longer free and the cost of sending the new item will be charged to the buyer. These shipping and handling charges usually apply: Php 100 for Metro Manila and Php 150.00 for provincial areas. The customer will also be responsible for paying own shipping costs for returning an item.


You will only receive a full refund, minus the non-refundable shipping fee if applicable, if the qualified return cannot be replaced.

You will be notified using the email address listed on your account when the refund has been processed.

Please note that refunds can take up to 30-45 working days to show on your account due to varying processing times between payment providers. Refunds will be offered in the form of cash via bank deposit, check, or charge reversal for credit card transaction, whichever is applicable.


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