Within 7 days from the date of order arrival, you may request a return or exchange for certain products.
Customers are eligible to return and exchange the product if it was found faulty upon opening. (excluding impersonal factors.) within the 7 days from the day of arrival. Please contact us within 7 days of receiving the goods to arrange the return and exchange procedures.
The product and packaging must be returned as is, please keep all original packaging and tags. The defected merchandise must include all items that was included in the original packaging. An exchange will be issued to you after inspection of the merchandise if it is eligible for exchange. The shipping cost of the returned goods will be borne by us if it is found to be DOA ( Defective on Arrival ). If it was warranty repairs , the buyer will be responsible for the shipping fee sent to us. Please note that Kohikona will not be responsible of any lost or damage during the transit of the returning of the goods, so it is highly recommended to pack well and use a traceable service ( eg , SF Express ) for return.
For hygienic reasons, all products except electronic scales are not accepted for return. Discounted, cleared goods, or gift cards are not accepted for return or exchange. We will reserve our right to reject any merchandise that does not meet the return requirements or returning without our consent, and in that case, no refund will be issued. If a merchandise was returned to us without any consent , and you wanted to retrieve the returned goods, the customer must bear the shipping cost of the returned mail. Otherwise, the returned goods will be disposed within 2 weeks.
Kohikona will process the refund after receiving the returned goods. The refund will be based on the payment method used when ordering.
If paying by credit card or PayPal, payment will be refunded to the credit card account/PayPal account used in the transactions in 3 working days. Please contact the card issuing bank to check when the refund will be deposited into your account.
If paying by Alipay or WeChat Pay or BoC Pay, refund will be settled to the corresponding account .
If paying by Octopus, value will be refunded as Store Credit.
If paying by gift card, the refund will be sent to you in the form of a Kohikona Store gift card via email within 3 working days.
If payment is made by bank transfer or FPS, we will return the refund to your account bank within 8 working days. We will email you when the amount is deposited. Please provide the following informations:
Name of account holder (in English):
Name of Bank:
*Please note that we will only refund to local bank accounts, and the name of the bank account holder must be the same as the name of the billing contact person for the order
If you have any questions, you may contact our customer services at (852) 9699 0610. Please prepare your order number.