Refund policy

Koua Return Policy

We hope you absolutely love your purchase. However, if you’re not entirely satisfied, we’ve designed our return and exchange process to be simple and hassle-free. Please take a moment to read through our policy, and reach out to us at hello@shopkoua.com with your name, order number, and reason for your return so we can assist you further.

General Return Guidelines

  • Full Refund: You can return your item for a full refund within 14 days of receiving your order, as long as all tags are still attached and the item is in its original condition. Please note that shipping fees are non-refundable, and a fee of $6.50 will be subtracted from your refund unless you are requesting an exchange or opting for store credit.
  • Store Credit/Exchange: If you would like to exchange your item or receive store credit, you have 30 days from the date of delivery to begin the return process. After initiating your return, please make sure to send the item(s) back within 7 days.

If 30 days have passed since your purchase, we will be unable to process a refund or exchange.

Conditions for Returns

To qualify for a return or store credit, please ensure that:

  • The item is unused and in the same condition as when you received it.
  • The item is in its original packaging.
  • You provide a receipt or proof of purchase.

Non-Returnable Items

Refunds cannot be processed for the following situations:

  • Items that are not in their original condition, are damaged, or have missing parts not related to our error.
  • Item has not been initiated for return within 30 days after delivery.
  • Products marked as “final sale,” which cannot be returned or exchanged.

Processing Your Refund

Once your return is received and assessed, we will send you an email regarding the status of your return. If approved, your refund will be processed, and a credit will be applied to your original payment method within a specified number of days.

Late or Missing Refunds:
If you haven’t seen your store credit, please check your email for updates. If you have done this and your refund is still missing, don’t hesitate to contact us at hello@shopkoua.com.

Return Shipping Responsibilities

You will be responsible for the cost of shipping your items back to us. Please note that shipping fees are non-refundable. Should you receive a refund, the return shipping costs will be deducted from your total.

Exchange Policy

If you are not fully satisfied with your purchase, you may return it for a full refund within 14 days. For exchanges or store credit, the 30-day policy remains in effect. Please be aware of the following:

  • There is no guarantee that the item(s) you want to exchange will be in stock. Your requested item(s) will only be held for you once your return is dropped off and scanned by your shipping carrier. We recommend returning your item as soon as possible to ensure stock availability.
  • If your requested item(s) are unavailable, you will automatically receive store credit for your return.
  • Items can only be exchanged once. If you remain dissatisfied with the exchanged item, you may return it for a refund or store credit.

Important Notes

  • If you ordered a complete set and wish to return just one item, you will be charged the full price of the item you keep, and the difference will be refunded.
  • If a returned item shows any signs of wear or damage beyond normal use, one of our customer service representatives will get in touch with you regarding your reimbursement or store credit options.

Customer Support

For any questions or to initiate a return, please reach out to our customer support team at hello@shopkoua.com.

Thank you for your understanding. We’re dedicated to ensuring you have a positive experience with Koua!