Refund policy
RETURNS and EXCHANGES
You have 30 calendar days to return/exchange an item from the date you received it.
To be eligible for a return/exchange, your item must be:
- Purchased from the KOKOIST online store.
- Unopened and in the same condition that you received it.
To start an exchange or return, click HERE to access the Returns & Claims Portal.
Please repack the merchandise in secure packaging and enclose the invoice/receipt in the package.
*Please note, KOKOIST USA is not responsible for lost or damaged items.
REFUND
Once we've received your package, our team will inspect the items for any signs of use. Products showing any sign of wear/use will be returned to the customer as this falls outside of our health & safety guidelines. If your return is approved, we will move forward with issuing a refund to the original method of payment. You will receive the credit pending your card issuer's policies.
Right of Withdrawal
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.
To exercise your right of withdrawal, click here: https://kokoistusa.myshopify.com/apps/redo/returns-portal/login?withdraw=true
Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.
We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.