How long does my refund take?Updated 2 hours ago
TL;DR: It depends which route you used. Under Koh's 30-day money-back guarantee the refund is processed and confirmed by email within 5 business days of the return being validated. Under your statutory 14-day right to cancel, Koh refunds within 14 days of receiving the goods or evidence that you sent them back. These are two different clocks for two different routes.
5 business days
30-day money-back guarantee, from the return being validated
14 days
Statutory cancellation, from Koh receiving the goods or evidence of return
How long does my refund take?
There are two different clocks, and which one applies depends on the route you used to return.
Returned under the 30-day guarantee
Clock starts: when Koh validates your return.
Deadline: processed and confirmed by email within 5 business days.
You get back: the price paid plus the original postage charges.
Cancelled under your statutory right
Clock starts: when Koh receives the goods, or evidence you sent them back.
Deadline: refunded within 14 days.
You get back: the full price plus the standard outbound delivery charge.
The 30-day money-back guarantee clock
If you returned within 30 days of delivery because you were not totally satisfied, the refund is processed and confirmed by email within 5 business days of the return being validated.
The refund covers the price paid plus the original postage charges. You pay the cost of returning the products, unless the products were defective.
The 14-day statutory cancellation clock
If you cancelled under the Consumer Contracts Regulations 2013, Koh refunds you within 14 days of receiving the goods back, or of you providing evidence that you have sent them back.
The refund is the full price plus the standard outbound delivery charge. If you chose a delivery method more expensive than standard, only the standard delivery cost is refunded.
If you handled the goods beyond what you would do in a shop, a deduction may be made from the refund to reflect the reduced value of the goods.
Where does the money go?
Refunds go back to the original payment method you used at checkout.
Once Koh has processed the refund, your bank or card provider may add its own processing time before the money shows in your account. That means the date Koh processes a refund and the date it appears on your statement can be different.
If the confirmation email has arrived and the money still has not turned up, get in touch with your order number and the team will look into it.
Which route to use, who pays return postage, and how to start either one.
The full wording of Koh's 30-day money-back guarantee, including refund timing.
Browse all Shipping & Returns articles
Last reviewed: August 2026 · Koh UK