Refund policy

Last updated: 29 December 2025

Thank you for shopping with us. Please read this policy carefully before placing an order.

Returns & Cooling-Off Period (UK Customers)

If you are a UK customer, you have the right to cancel your order within 14 days of receiving it, in line with the Consumer Contracts Regulations.

To be eligible for a return:

  • The item must be unused, unworn, and in original condition
  • The item must be returned in its original packaging
  • You must contact us before returning the item
  • Proof of purchase (order number) is required

 You are responsible for return shipping costs, unless the item is faulty or incorrect.

US Customers

For customers in the United States, we offer a 14-day return window from the date of delivery.

Return conditions: 

  • Item must be unused and in original packaging
  • Return shipping costs are the customer’s responsibility
  • Original shipping fees are non-refundable

Non-Returnable Items

We do not accept returns for:

  • Items marked as final sale
  • Gift cards
  • Customised or personalised products
  • Hygiene-sensitive items once opened (where applicable)

Refunds

Once your return is received and inspected:

  • We will notify you of approval or rejection
  • Approved refunds are processed to the original payment method
  • Refunds are issued within 5–10 business days after approval

 Please note:

  • Original shipping fees are non-refundable
  • Customs duties, taxes, and handling fees (if applicable) are non-refundable

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery
  • Provide clear photo or video evidence

If approved, we will offer:

  • A replacement or
  • A full refund (including shipping)

Order Cancellations

Orders can only be cancelled if they have not yet been processed or shipped.

Due to the nature of our supply chain:

  • Orders are processed quickly
  • Once shipped, cancellations are not possible

Return Shipping Address

You must contact us first to receive the correct return address.

Returns sent without authorisation may not be accepted.

Delivery Times (Important)

We do not hold stock therefore;

  • Delivery times may vary based on destination and supplier
  • Delays caused by customs, carriers, or external factors are outside our control
  • Please allow sufficient time for delivery before requesting a refund

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank or card statement
  2. Contact your payment provider (processing times vary)
  3. If still unresolved, contact us at hello@kosient.com

Contact Information

If you have any questions about returns or refunds, contact us at:

hello@kosient.com