Refund policy
As a quality and customer-centric company, customer satisfaction is our top priority. Because Koraje is a quality-sensitive food product, this policy is structured to protect both your purchase and the integrity of every bottle we sell.
Shipping
We aim to ship every order within 2–3 business days of purchase. Estimated delivery times shown at checkout are provided for reference only. They are not guaranteed. Actual transit time can vary due to factors outside our control, including carrier delays, customs processing, or weather conditions.
Once an order has been dispatched to the carrier, Koraje is not liable for delays in transit. It is the customer's responsibility to ensure the shipping address entered at checkout is accurate and complete; we are not able to redirect or refund orders delayed or misdelivered due to an incorrect address.
If a package is lost in transit, contact us at Support@koraje.com with your order number as soon as the carrier confirms the loss. Resolution is subject to the carrier's own claims process.
Order Changes & Cancellations
You may change or cancel your order within 30 minutes of placing it, free of charge. Contact us immediately at Support@koraje.com with your order number. After this window, your order enters processing and cannot be changed or canceled.
Returns — Unopened Bottles
Unopened, unused bottles in their original packaging with the seal intact may be returned within 14 days of delivery for a refund, subject to the following deductions:
- Orders that received free shipping: the original outbound shipping cost, the return shipping cost, and a 30% restocking fee will all be deducted from your refund.
- Orders where shipping was paid at checkout: the original shipping charge is non-refundable as usual; the return shipping cost and a 30% restocking fee will be deducted from your refund.
To initiate a return, contact us at Support@koraje.com with your order number. Returns sent without prior authorization will not be accepted.
Returns — Opened Bottles
Opened bottles are not eligible for return or refund due to the nature of the product, except when the item is damaged, defective, or incorrect, as described below.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If your item arrives damaged, defective, or incorrect, contact us at Support@koraje.com within 48 hours of delivery — claims submitted after this window cannot be honored. Delivery time is determined by carrier tracking data, not customer-reported receipt date.
To process your claim, please provide at the time of first contact:
- A brief written description of the issue
- Time-stamped photos of the damaged product, taken immediately upon opening the shipment
- Photos of all interior packaging (box, filler, ice pack) as received
- Photos of the exterior shipping box, with the shipping label clearly visible
- Photos showing the bottle's tamper seal and cap in the condition received
To keep this process fair for all customers:
- All original packaging, the bottle, and its contents must be retained until the claim is resolved; we may request the item be returned for inspection, at our expense, before issuing a replacement or refund.
- We reserve the right to deny a claim where photo evidence is incomplete, inconsistent with carrier tracking or delivery condition, or does not clearly substantiate the damage described.
- Minor cosmetic marks to outer packaging or labels that don't affect the product's seal, quality, or safety are not eligible for replacement or refund.
- We reserve the right to limit claim approvals for accounts or addresses with a repeated pattern of damage claims.
Approved replacements ship via the same method as the original order. Approved refunds, where a replacement isn't possible, are issued to the original payment method within 10 business days.
Product Care After Delivery
Olive oil quality is sensitive to both high and low temperatures. It is the customer's responsibility to track the shipment and retrieve the package promptly upon delivery, storing it away from direct heat, cold, or sunlight. Products left outside for extended periods in extreme weather may suffer a decline in quality; if the oil was exposed to cold conditions during transit, allow it to return to room temperature gradually. Koraje is not liable for quality changes resulting from prolonged exposure to extreme temperatures after delivery.
International Orders
Customers placing international orders are responsible for any customs duties, taxes, or fees required for the shipment to enter their country. These fees are set by the destination country's customs authority and are outside Koraje's control.
If customs fees are not paid and the shipment is returned to us, a refund will only be issued once the product is received back in sellable condition, less the original shipping cost. Questions about international shipping should be directed to Support@koraje.com before placing your order.
Refused or Unclaimed Deliveries
Orders refused at delivery or returned to us due to non-pickup will be treated as an unopened return, subject to the same shipping and restocking deductions described above, provided the product is returned to us unopened and in sellable condition.
Questions?
For anything not covered here, reach us at Support@koraje.com.
