Terms of service

We do not accept returns outside of our 7 days return policy. We do not accept returns on items if they are not returned in original condition. If you return your products and they have been worn or damaged, you will be invoiced for your return shipping fee and the goods will be returned back to you. Any return shipping costs incurred by the customer are non-refundable. Store Credits are non-refundable. 

We will conduct an investigation into any potentially faulty products prior to accepting returns. If it's determined that your items are not faulty, we will be unable to process the return. Please note that due to the high demand for our products, direct exchanges are not available.

If we detect patterns of returns that appear unreasonable, particularly for purposes such as content creation or professional gains, we reserve the right to limit or decline future orders. Additionally, repeated returns in a customer's history with Kokoa may lead to refusal of future orders.

Please ensure that you use a trackable, reliable courier service if you are outside of Australia and package the products appropriately as Kokoa cannot be held responsible in the event of loss, theft or damage of the return parcel. Please include your name, address, order number and return number in the parcel to prevent delays in the processing or your return. We reserve the right to change/remove our return policy at any time. Your rights under any applicable consumer law are additional to and not affected by Kokoa return policy above.

All orders require a signature upon delivery. If you authorize the carrier to leave your parcel without a signature, Kokoa is not responsible for the theft, damage or loss of your parcel.