How do I return something?Updated 2 hours ago

30 days

Koh money-back guarantee, from delivery

14 days

Statutory right to cancel, from receiving the goods

5 business days

Refund processed under the 30-day guarantee

Koh UK gives you two separate routes for returning an order. The first is Koh's own 30-day money-back guarantee: if you are not totally satisfied within 30 days of delivery, you can return the products for a full refund of the price paid plus the original postage charges. You pay the cost of returning the products unless the products were defective. The second is your statutory right to cancel under the Consumer Contracts Regulations 2013, which gives you 14 days from receiving the goods to cancel for any reason or none. The 30-day money-back guarantee is in addition to your statutory 14-day cancellation right, not a replacement for it, so you can use whichever route suits your situation. Both routes are started the same way, by contacting the Koh UK team at [email protected] or through the contact page.

The two routes sit side by side. The 30-day money-back guarantee is Koh's own policy. The 14-day cancellation right is yours by law. The 30-day guarantee is in addition to your statutory 14-day cancellation right, not a replacement for it, so you can use whichever suits your situation.

Koh's 30-day money-back guarantee applies to products bought on the Koh online store. If you are not totally satisfied with your purchase within 30 days of delivery, you can return the products for a full refund of the price paid plus the original postage charges. You pay the cost of returning the products, unless the products were defective, in which case Koh covers reasonable return postage. Once the return has been validated, the refund is processed and confirmed by email within 5 business days.

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving the goods, for any reason or none. The 14-day period starts the day after you, or someone you nominate, receives the goods. To cancel you must tell Koh clearly before the period expires, by email to [email protected], by using the model cancellation form on the terms of service page, or by any other clear written communication. Once you have notified Koh, return the goods within 14 days of notifying. You pay the return postage unless the goods are faulty. Koh refunds the full price plus the standard outbound delivery charge within 14 days of receiving the goods or evidence that you have sent them back. If you chose a delivery method more expensive than standard delivery, only the standard delivery cost is refunded. You may handle and inspect the goods as you would in a shop, but handling beyond that may mean a deduction from your refund to reflect the reduced value of the goods.

Both routes start the same way: get in touch with the Koh UK team. Email [email protected], use the model cancellation form on the terms of service page, or send any other clear written communication. Include your order number and say which items you are returning. If you are exercising your statutory 14-day right to cancel, make sure your message reaches Koh before the 14-day period expires, because the cancellation is triggered by you notifying Koh, not by the parcel arriving back.

Talk to the Koh UK team

Start a return, cancel an order, or ask which route fits your situation.

Refund policy

The full wording of Koh's 30-day money-back guarantee, in one place.