Refund policy

We want you to be happy with your Kokoneyui order.

If something isn’t right, please contact us and we’ll do our best to help.

Damaged or Faulty Items

If your item arrives damaged or appears to be faulty, please contact us through our contact form as soon as possible.

Please include your order number and a description of the issue.

After reviewing your message, we may ask you to send photos of the item, outer packaging, and packing materials by email.

Depending on the issue, we will arrange an appropriate remedy, such as a replacement or refund, in accordance with Australian Consumer Law.

Change of Mind

Because many of our products are handmade in small batches and intended for personal use, we do not offer returns or exchanges for change-of-mind purchases.

Please review the product description, size, scent, and ingredients carefully before placing your order.

This does not affect your rights under Australian Consumer Law.

Returns Process

If a return is required, we will provide instructions before the item is sent back.

Return shipping costs for approved change-of-mind returns are the customer’s responsibility, where applicable.

For damaged or faulty products, return arrangements will depend on the circumstances and your rights under Australian Consumer Law.

Original shipping charges are generally non-refundable unless required by law.

Once an approved refund has been processed, it will be returned to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days to appear.

Contact

For questions about an order, please contact us through our contact form.

[Last Updated: July 2026]