Refund policy
90-DAY RISK-FREE GUARANTEE
We want you to feel confident trying KOECARE.
That is why we offer a 90-Day Risk-Free Guarantee on eligible purchases of KOECARE skincare products.
If you have used the product consistently as directed and you are not satisfied with your experience, you may contact us within 90 days from the date your order was delivered to request a refund.
To be eligible for the 90-Day Risk-Free Guarantee:
- You must contact us within 90 days of delivery.
- The guarantee applies to your first purchase of the eligible product.
- The product must have been used as directed.
- You may be asked to return the product, including any unused portion, before your refund is approved.
- The guarantee is limited to one claim per customer, household, or shipping address.
- Shipping fees, return shipping fees, gift cards, and any non-product charges are not refundable unless required by law.
- Excessive, duplicate, fraudulent, or abusive claims may be refused.
Once your request is reviewed and approved, your refund will be processed to your original payment method within 5–7 business days.
This guarantee is offered in addition to your rights under applicable consumer laws. Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law or other applicable consumer protection laws.
RETURNS & EXCHANGES
At KOECARE, we want you to feel confident when ordering from us. If you are not completely satisfied with your purchase, you may request a return or exchange for eligible items.
You may return or exchange unopened, unused products in their original condition within 30 days of receiving your order.
To begin a return or exchange, please contact our customer support team first. We will provide clear return instructions and, in most cases, send you a prepaid return label. If a prepaid return label is not available for your location, we may provide a paid return label for a one-time fee.
Please do not send any products back to us without prior approval through email, chat, or customer support. Returns sent without prior authorization may not be accepted and may affect your eligibility for a refund or exchange.
Unfortunately, we cannot accept returns after the return period has passed.
If a refund is approved, any applicable return shipping cost or prepaid label fee will not be refunded.
RETURNS FOR OPENED OR USED PRODUCTS
For opened or used products, you must contact us within 7 days from the date your tracking number shows the order as delivered.
Used products may only be eligible for a refund if approved by our customer service team and returned to the address provided by us.
CANCELLATIONS
Orders can only be cancelled before they have been shipped.
Once a tracking number has been created and the order has been handed to the delivery carrier, we are unable to cancel the order.
If your order has already shipped, you may request a return after delivery, provided the product is unopened, unused, and meets the conditions of this Refund Policy.
WHERE TO SEND MY RETURN OR EXCHANGE?
Once your return or exchange request has been approved, our customer service team will send you the correct return address and return instructions by email.
Please do not send your product back before receiving confirmation from us.
REFUNDS
Once your return is received and inspected, we will send you an email confirming that we have received your returned item.
We will also notify you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that your bank or payment provider may take additional time to post the refund to your account.
LATE OR MISSING REFUNDS
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank, as there is often processing time before a refund appears.
If you have completed these steps and still have not received your refund, please contact us at:
SALE ITEMS
Only regular-priced items may be eligible for a refund.
Sale items, discounted items, promotional items, bundle offers, and final-sale products may not be eligible for a refund unless they are defective or damaged.
EXCHANGES
We only replace items if they are defective, damaged, or incorrect.
If you need to exchange an item for the same product, please contact us at:
Please include your order number, photos of the product if applicable, and a short description of the issue.
DAMAGED OR INCORRECT ITEMS
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or incorrect, contact us as soon as possible so we can review the issue and make it right.
To help us resolve the issue quickly, please include:
- Your order number
- A photo of the damaged, defective, or incorrect item
- A photo of the packaging, if relevant
- A short description of the issue
CONTACT INFORMATION
For any refund, return, or exchange questions, please contact us at: