Returns Policy

Return & Refund Policy

If you are unhappy with your purchase, please contact us within 30 days of receiving your item so we can assess your return, refund, or exchange request in line with our returns policy, Australian consumer law, consumer guarantees, and customer expectations. Requests made after 30 days will not be honoured. Please email support@kokonna.art first for assistance.

Return & Exchange Conditions

Items returned without authorisation will not be accepted.

Items must be returned within 30 days after you receive them.

All items must be in the same condition that you received them: unused, with tags, and in their original packaging. You’ll also need the receipt or other proof of purchase.

When returning or exchanging items, customers must use a shipping method that provides tracking information.

Non-returnable items:

Gift cards or coupons are non-refundable.

Damage or loss caused by customers is non-refundable.

General Return Process

Initiate a return: Please email us at support@kokonna.art with photos and/or videos of the items and include your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.

Ship the item back: If your return is accepted, please contact us for the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorisation will not be accepted. We recommend that you send your return or exchange via a shipping method providing tracking information and a signature, because we will not be responsible for lost returns or exchanges.)

Refund or exchange: When we receive your return or exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

If the return is due to our problems, such as incorrect products or quality problems, we will provide a full refund, including return freight.

If the return is due to the buyer’s problem, such as change of mind, not liking the item, or ordering the wrong product or size, the buyer should pay the return freight.

No restocking fee will be charged to consumers for the return of a product.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.

If you haven’t received the refund on time, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at support@kokonna.art.

Order Cancellations

We can cancel the order for you if you contact us in time after your purchase. If your payment has been completed and the parcel has not been shipped, you can cancel your order before delivery and we will refund your full payment.

Orders can't be cancelled once the parcel is shipped.

FAQs

Do I need proof of purchase for a return?
Yes. You’ll need your receipt or other proof of purchase to complete a return, refund, or exchange request.

Can I return an item if I change my mind?
Yes, change of mind returns may be accepted if you contact us within 30 days and the item meets our return conditions. Return freight is paid by the buyer.

How long does a refund take?
Approved refunds are issued to the original payment method within 2-3 working days after inspection.

Email: support@kokonna.art