Refund policy

Last updated: 26 September 2026

If something is not right with your order, please email hello@kokabeauty.ie. We will help you understand your options and the next steps.

This policy covers online purchases made directly from Koka Beauty. Your rights when an item is faulty, damaged or not as described are separate from the change-of-mind returns process below.

Changing your mind

You can cancel an eligible online purchase without giving a reason. Tell us within 14 calendar days, starting the day after you or your nominated recipient receives the goods. If products from one order arrive separately, the period starts the day after the last item arrives.

After telling us you wish to cancel, send the goods back without unnecessary delay and within a further 14 calendar days. You can also cancel before delivery.

Email hello@kokabeauty.ie, write to our contact address below, or send any other clear statement of your decision to cancel. Please include your name, order number or other proof of purchase, and the items you wish to return so we can identify the order. You may use the cancellation form at the end of this policy, but you do not have to.

Your cancellation takes effect when you send it within the cancellation period. You do not need our approval or a returns authorisation number to exercise your statutory right to cancel.

Product condition and hygiene seals

The change-of-mind right does not apply to goods supplied with a health or hygiene seal if that seal has been broken after delivery and the goods are then unsuitable for return for health or hygiene reasons. This may apply to sealed skincare and bathing products. 

For eligible returns, we may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to check the product's nature, characteristics and function, where the law allows. We will explain any deduction. We do not charge restocking or cancellation fees.

Please return products with their accessories and packaging where possible, and pack them securely. The hygiene exception and condition rules above do not affect your rights when goods are faulty, damaged or not as described.

Returning individual products or sets

You may return eligible individual products from an order; you do not need to return every separate product in the parcel. For a change-of-mind return of a set sold as one product, please return all of the pieces supplied as that set. If one part of a set is faulty, contact us so we can arrange the appropriate remedy.

Where to send a return

To arrange a return, email hello@kokabeauty.ie with your name and order number or other proof of purchase. We will promptly provide the full postal returns address and instructions directly to you. Please request these details before posting so we can direct your parcel correctly.

You do not need our approval to exercise your statutory cancellation rights. If a delay on our part in providing the returns address prevents you from returning an eligible item within the usual deadline, we will not refuse the return because of that delay.

Who pays return postage?

For an eligible change-of-mind return, you pay the direct cost of posting the goods back, unless we have agreed to cover it. Please keep proof of posting. A tracked service can help you follow the return.

If the product is faulty, damaged or not as described, or we sent the wrong item, we cover the reasonable return costs. Contact us so we can provide a prepaid return method or agree reimbursement.

When and how we refund you

For a change-of-mind cancellation where goods need to be returned, we will refund you without unnecessary delay and no later than 14 calendar days after we receive the goods back or you provide evidence that you sent them back, whichever happens first. If no goods need to be returned, or we have offered to collect them, we will refund you within 14 calendar days of your cancellation.

Refunds go to the original payment method. Your bank or payment provider may need additional time to display the credit.

If you cancel the whole eligible order, we also refund the standard outward delivery charge you paid. If you chose a more expensive delivery option, we refund up to the cost of the least expensive standard delivery option we offered.

For a partial return, we refund the price paid for the returned products. We do not refund delivery charges that would still have applied to the products you keep. Any discount included in your original purchase is reflected in the amount refunded.

We will email you when the refund has been processed. Contact us if it has not appeared after the processing time advised by your payment provider.

Faulty, damaged or incorrect products

Please contact us with your order number or other proof of purchase and a description of the problem. Photographs and the batch number, where available, can help us investigate. Keeping the packaging may help with a carrier claim, but photographs, original packaging and refusal of delivery are not conditions of your statutory rights.

Under UK consumer law, you normally have a 30-day right to reject goods that are faulty, not as described or not fit for purpose and obtain a refund. After that, you may be entitled to a repair or replacement, and in appropriate circumstances a price reduction or refund. Your rights do not end after 30 days.

Where a refund is due following rejection of faulty goods under UK law, we will make it without unnecessary delay and within 14 calendar days of agreeing that you are entitled to it. If the law where you live gives you additional mandatory protection, that protection also applies.

The change-of-mind hygiene exception does not prevent you from reporting a fault in an opened or used product.

Sale items, gift cards and exchanges

Sale items have the same statutory cancellation and faulty-goods rights as full-price items.

If you wish to cancel a gift-card purchase, contact us promptly and before it is used so we can explain the rights that apply. Nothing in this policy excludes a legal right to cancel a gift-card purchase or receive a refund.

If you would prefer a different product, contact us about an exchange. An exchange or store credit will not replace a refund to which you are legally entitled unless you choose it.

Contact and cancellation form

Koka Beauty, a trading name of Koka Health & Well-Being Ltd
Registered in England and Wales
Company number: 15343216
Registered office and correspondence address: 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom
Email: hello@kokabeauty.ie

You can copy the form below into an email or send it by post if you wish to cancel. It is optional; any clear cancellation statement is sufficient.

Cancellation form

To: Koka Beauty / Koka Health & Well-Being Ltd, 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom; hello@kokabeauty.ie

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:

• Goods being returned: ____________________
• Order number (if available): ____________________
• Date ordered / date received*: ____________________
• Customer name(s): ____________________
• Customer address: ____________________
• Signature (for a paper form only): ____________________
• Date of cancellation: ____________________

* Delete as appropriate.

Nothing in this policy limits your statutory consumer rights.