Refund policy

 

We have a 14-day return policy, which means you have 14 days after ordering your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, boxed, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Support@Kojic.co.uk Please note that returns will need to be sent to the following address: Kojic Returns - 37 Stannington Grove, Sunderland, SR2 9EG.

If your return is accepted, you will need to pay for postage for your return, this can be done at your local post office, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unless the item is defective, you will be required to pay for the return costs, we will not pay for this.   We will also not reimburse you the cost of shipping which has already been paid to Royal Mail. You can always contact us for any return question at returns@kojic.co.uk.

Restocking Fee 
Returns will be charged a restocking fee of 20%.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right, if 24 hours has past since delivery, we cannot accept any damage claims.

Lost in Transit items
All items are sent with a fully tracked service, this fully tracked service will show you your parcel location every step of the way, if your tracking stops for a number of days then the item may be lost in transit.  If this is the case you will need to contact us, and we will make enquiries with the courier.  Couriers can take upto 30 days to reply and investigate, please be patient.  We cannot refund you until this investigation is complete.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Wrong Address

If you have gave the wrong address on your order, please contact us asap and we might be able to change this for you.  If we cannot then we cannot be held responsible for this.  If your order has already been shipped, then the address cannot be changed. 

Items returned for wrong address
If items have been returned to us for the wrong address, you will not be charged a restocking fee, we will refund you for the products but not the paid postage.   If you wish the products to be sent out to a new address you will need to pay for the postage once again.

 European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Unless the item is defective, you will be required to pay for the return costs, we will not pay for this.   We will also not reimburse you the cost of shipping which has already been paid to Royal Mail, and if this is not your first return you will be charge a restocking fee of 20%.
If more than 15 business days have passed since we’ve approved your return, please contact us at kojic@recaptured.com.