What if my product is faulty or damaged?Updated 7 minutes ago
TL;DR: Under the Consumer Rights Act 2015 your goods must be of satisfactory quality, fit for purpose, as described, and match any sample. If they are faulty you have 30 days from delivery to reject them and get a full refund. Between 30 days and 6 months you can ask for a repair or a replacement. Koh covers reasonable return postage for faulty goods.
30 days
Short-term right to reject faulty goods for a full refund
6 months
Right to request a repair or a replacement
Koh pays
Reasonable return postage for faulty goods
What if my product is faulty or damaged?
Your rights here come from the Consumer Rights Act 2015, not from Koh's own policy. Anything you buy has to meet four standards.
✓ Satisfactory quality
The goods must be of a standard a reasonable person would consider satisfactory.
✓ Fit for purpose
They must do the job they are supposed to do.
✓ As described
They must match the description given at the point of sale.
✓ Match any sample
If you were shown a sample, the goods must match it.
The first 30 days: your short-term right to reject
For 30 days from delivery, if the goods are faulty you can reject them and receive a full refund. This is the short-term right to reject, set out in the Consumer Rights Act 2015.
Koh covers reasonable return postage for faulty goods, so you should not be out of pocket sending a faulty item back.
Between 30 days and 6 months: repair or replacement
After the first 30 days the short-term right to reject no longer applies, but your rights do not end there.
Between 30 days and 6 months from delivery, if the goods are faulty you have the right to request a repair or a replacement. Get in touch and the team will work through it with you.
How do I report a faulty or damaged product?
✓ Your order number
So the team can pull up exactly what was sent.
✓ Photos of the issue
Photos let the team see the fault straight away, without a back and forth.
From there, support will arrange a replacement or a refund. Email [email protected] or use the order help flow.
The 30-day money-back guarantee and your statutory 14-day right to cancel, side by side.
Send your order number and photos, and support will arrange a replacement or refund.
Browse all Shipping & Returns articles
Last reviewed: August 2026 · Koh UK