Refund policy
REFUND & RETURNS POLICY
Last updated: June 2026
1. Overview
This Refund & Returns Policy applies to all purchases made on koko-beauty.com and is governed by the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and the Digital Markets, Competition and Consumers Act (DMCCA) 2024.
By placing an order with Koko Beauty, you confirm that you have read and understood this policy.
2. Your Right to Cancel — 14-Day Cooling-Off Period
As a consumer in the United Kingdom, you have the statutory right to cancel your order within 14 calendar days of receiving your goods, without providing any reason.
The cancellation period expires 14 days from the day on which you, or a nominated third party, take physical possession of the goods.
Important: Due to hygiene and health protection reasons, our Colour Changing Foundation may only be returned if the product is unused and the original safety seal remains completely unbroken. This exception is permitted under Regulation 28(3) of the Consumer Contracts Regulations 2013. If the seal has been broken or the product has been used, we are unable to accept your return unless the item is faulty.
3. How to Cancel Your Order
To exercise your right to cancel, you must notify us of your decision by sending a clear written statement before the 14-day period expires.
Contact:
Koko Beauty
Email: support@koko-beauty.com
You may use the following model cancellation form, though it is not obligatory:
"I hereby give notice that I cancel my contract of sale of the following goods: [product name], ordered on [date], received on [date]. Name: [your name]. Address: [your address]."
We will acknowledge receipt of your cancellation by email without delay.
4. Returning Your Goods
Once you have notified us of your cancellation, you must return the goods to us within 14 calendar days of that notification.
You are responsible for the direct cost of returning the goods unless the item is faulty, damaged, or misdescribed (see Section 6). We recommend using a tracked and insured postal service, as we cannot accept liability for returns lost or damaged in transit.
Return address will be provided upon cancellation request via support@koko-beauty.com.
5. Refunds
Upon receipt of your returned goods — or upon receipt of evidence that you have dispatched the goods, whichever is earlier — we will process your refund within 14 calendar days.
Refunds will be issued to the original payment method used at checkout. We are unable to refund to an alternative payment method.
Your refund will include:
- The full product price
- The standard outbound delivery charge (if you were charged one)
We may deduct from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
6. Faulty, Damaged, or Misdescribed Goods
If your product arrives faulty, damaged in transit, materially different from its description, or otherwise not fit for purpose, your statutory rights under the Consumer Rights Act 2015 remain unaffected.
Reporting an Issue
To help us investigate and resolve the issue as quickly as possible, customers must contact us at support@koko-beauty.com and provide:
- A description of the issue;
- Clear photographs or videos showing the defect or damage;
- The order number and any other information reasonably requested by our support team.
We reserve the right to request additional evidence or the return of the product for inspection before approving a refund, replacement, or repair.
Within 30 days of purchase:
You are entitled to a full refund. Contact us at support@koko-beauty.com and we will arrange your refund promptly.
Between 30 days and 6 months of purchase:
You are entitled to a repair or replacement. If a repair or replacement is not possible or fails, you are entitled to a full or partial refund.
After 6 months:
You may still be entitled to a repair or replacement, though the burden of proof that the fault existed at the time of purchase shifts to you as the consumer.
In all cases involving faulty, damaged, or misdescribed goods, Koko Beauty will cover all return shipping costs in full.
7. Non-Returnable Items
The following cannot be returned or refunded except in cases of fault or misdescription:
- Products where the hygiene seal has been broken or removed
- Products that have been used, partially used, or damaged after delivery by the customer
8. Order Cancellation Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us immediately at support@koko-beauty.com. We will make every effort to cancel the order before it is fulfilled. If the order has already been dispatched, the standard returns process under Section 3 will apply.
9. Contact
For all returns, refund requests, or queries relating to this policy, please contact us at:
Koko Beauty
Email: support@koko-beauty.com
Website: koko-beauty.com
We aim to respond to all enquiries within 2 business days.
This policy does not affect your statutory rights under UK law.