The available payment methods are:

For one-time purchases:

• Card, PayPal and Bizum.

For subscription purchases:

• Card

As a security measure, some banks ask customers to confirm the purchase, and this confirmation must be done through their banking app. If you are having problems of this kind, please contact our customer service team by email at info@kobholabs.com and we will help you find a solution.

PAYMENT VERIFICATION PROCESS

Due to the new European PSD2 regulation, you may need to complete a verification step when paying by credit or debit card during checkout.

There are several methods, but the most common ones involve verifying the payment through your bank’s mobile app or with a temporary one-time code.

To receive the verification request, you may first need to register for the service. Please contact your bank for more information.

If you have any problems completing a transaction on our website, please contact our customer service team by email at info@kobholabs.com

The security of the information our customers entrust to Kobho Labs is one of our top priorities.

At Kobho Labs, we invest considerable resources and use the latest available technologies to ensure your payment details are processed in secure environments.

Our e-commerce platform holds several certifications for good practice in information security management, as well as compliance with the Payment Card Industry Data Security Standard. These verify that we follow the industry’s most demanding recommendations and standards to give you a private, reliable and secure shopping experience.

Our subscription system gives you a 10% discount and free shipping on your purchases, and you no longer have to worry about placing a new order every time you run out of your product.

Our subscription model is 100% flexible and lets you cancel, pause or edit your subscriptions at any time. We also always send renewal reminders, so you know when your next orders are coming.

You can do this through the email you received when you made your purchase, by clicking “Manage Subscription”, or through the customer portal on our website:

• Via email
• Via the customer portal

As soon as your purchase is approved, you will receive a confirmation email with your order number. If you have completed payment and have not received the confirmation email, please contact our customer service team by email at info@kobholabs.com

Once you have added the product to your cart, click “Check Out” and fill in your shipping details. Before proceeding to payment, enter your discount code, click “Apply” and then “Continue”. Finally, click “Continue to payment” and select your payment method and enter your payment details.

The confirmation email you receive when you make your purchase includes the tracking number and the name of the shipping company, so you can track your order.

You can contact our customer service team by email at info@kobholabs.com

Products will be delivered to the address provided by the customer when placing the order, within approximately one to seven working days from when they leave the Kobho Labs warehouse, depending on the destination.

Kobho Labs accepts no liability when a product cannot be delivered because the details provided by the customer are false, inaccurate or incomplete, or when delivery cannot be made for reasons beyond the control of the assigned shipping company, such as the customer’s absence or the product being held at customs.

Kobho Labs does not guarantee that orders will be delivered at specific times. If the buyer indicates a particular delivery date or a preferred time slot within it, this will be treated as a guide only.

Delivery times are approximate, although Kobho Labs always strives to meet them. There is no collection or delivery service on Saturdays, Sundays or public holidays, and this will affect the calculation of delivery dates.

For orders to the Canary Islands, prices are shown excluding taxes. These orders are subject to the taxes and customs duties of the destination country.

These charges and formalities are the responsibility of the customer/consignee and must be paid to the carrier on delivery. You are responsible for paying all government taxes, administrative fees and customs duties charged by a carrier when you use the website or make a purchase.

Yes, we ship to the entire European Union.

We work with courier companies that always attempt a second delivery. However, if you are not at home after two delivery attempts, please contact customer service by email at info@kobholabs.com, as your order will be left at a collection point and, if it is not collected within a week, it will be returned to the sender.

Once orders are received, they are locked for shipping, so a purchase that has already been placed cannot be changed. If this happens to you, please contact customer service urgently by email at info@kobholabs.com so we can try to help.

If the product is damaged and you would like to make a claim, please take a photo of it. To submit your claim, contact customer service by email at info@kobholabs.com, attaching the photos of the damaged product.

First, check the tracking number you were given to see the status of your order. If there has been a problem, please contact customer service by email at info@kobholabs.com

You can return any of our products within 14 days of delivery to receive a refund.

To be eligible for a refund, items must be unused and in the same condition in which you received them.

Kobho Labs covers the costs of any mistake or error in our delivery. For a return or exchange, please contact customer service by email at info@kobholabs.com to find out the costs involved.

Once we have received and checked your return, we will send you an email about your refund, which will take around 5 working days to appear in your bank account. The refund will be made using the original payment method.