Refund Policy

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Returns

If an item you receive has major defections, we will replace it with a non-defective item or provide you with a refund of the cost of the item, provided that:

  • you contact us at customerservice@kokoskin.com.au within 5 days of receiving the item, citing your order number and identifying the defect
  • you return the item within 7 days of contacting us. Items purchased as part of a set or a multi-item pack must be returned as a whole set

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

For online orders, shipping costs associated with the return of the product will not be covered by Koko Skin.

Please do not send your purchase back to the manufacturer.

We will send you a return label of Australia Post to use in order to return us the defective or incorrect item

This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.


Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items


There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@kokoskin.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@kokoskin.com.au.

Due to the nature of the products, we do not offer refund/return/exchange if you changed your mind. Please check your items in your cart before you make a payment.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, send us an email at customerservice@kokoskin.com.au.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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