📦 RETURNS AND REFUNDS POLICY – KOKOCHAO

Last updated: June 18, 2026

1. Right of withdrawal

The Customer has 14 days from receipt of the order to exercise the right of withdrawal.

To request a return, the Customer may use the Kokochao customer account area:

👉 Request a return through my customer account

The Customer may also contact customer service at:

📧 contact@kokochao.com

2. Requesting a return through the customer account

To request a return online, the Customer must:

1. access the Kokochao customer account;
2. enter the email address used for the order;
3. enter the verification code received by email;
4. select the relevant order;
5. click Request a return;
6. select the item(s) to be returned;
7. state the reason for the return and add a comment if necessary;
8. submit the return request.

Once the request has been submitted, Kokochao reviews it and informs the Customer by email whether it has been accepted or refused.

3. Return conditions

Products must be returned:

• in perfect condition;
• with no signs of use;
• in their original packaging;
• with all accessories, instructions, labels and items supplied with the shipment.

Return shipping costs are borne by the Customer, except in the event of an error by Kokochao or a defective / non-conforming product.

The return must be sent using a carrier chosen by the Customer, preferably with a tracking number.

4. Loss of product value

The Customer is responsible for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the product.

If the returned product is:

• damaged;
• incomplete;
• used;
• without its original packaging;
• returned with missing accessories or instructions;

a proportional deduction may be applied to the amount refunded.

5. Refund

The refund is issued no later than 14 days after receipt of the return or after receipt of proof that the returned product has been shipped.

The refund is made using the same payment method used for the order, unless otherwise agreed between Kokochao and the Customer.

Original delivery charges may be refunded in accordance with applicable legal provisions. Return shipping costs remain the Customer’s responsibility, except in the event of an error by Kokochao or a defective / non-conforming product.

6. Defective or non-conforming products

If a product is defective, damaged on arrival or does not conform to the order, the Customer must contact Kokochao as soon as possible at:

📧 contact@kokochao.com

Kokochao may request photos of the product, packaging and shipping label in order to process the request.

Where the defect or non-conformity is confirmed, Kokochao covers the return shipping costs and offers, depending on the circumstances:

• a replacement;
• a refund;
• or an appropriate solution agreed with the Customer.

7. Exceptions and refusal of returns

Kokochao reserves the right to refuse a return where:

• the request is made after the legal deadline;
• the product has been used excessively;
• the product is returned incomplete or damaged;
• the product does not match the item that was shipped;
• the return conditions have not been met.

This policy applies to orders placed on Kokochao.com.