1. Overview
Thank you for shopping at KOKO WAX. We want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which refunds, returns, and exchanges may be requested for products purchased through our website at kokowax.com
By placing an order with KOKO WAX, you acknowledge and agree to the terms of this Refund Policy.
2. Return eligibility
To be eligible for a return, the following conditions must be met:
a) The return request must be submitted within 14 calendar days of the delivery date.
b) The item must be unopened, unused, and in its original packaging, including all seals, labels, and protective elements intact.
c) The item must not be classified as a non-returnable item, as defined in Section 6 below.
d) Proof of purchase (order number or order confirmation email) must be provided.
KOKO WAX reserves the right to refuse returns that do not meet these conditions.
3. Non-returnable items
For hygiene, safety, and quality reasons, the following items cannot be returned, exchanged, or refunded unless they are defective or damaged upon delivery:
- Wax pearls and wax beans, in any size, scent, or formulation
- Wax warmers, applicators, spatulas, and accessories that have been opened or used
- Pre-care and post-care products that have been opened or used
- Items showing any sign of use, wear, or tampering
- Items purchased during sales or promotions of 30% or more
- Items purchased with discount codes marked as "Final Sale"
- Gift cards
- Free items received as part of a promotion
These exclusions are consistent with industry standards for cosmetic and personal care products.
4. Return process
To initiate a return, the customer must:
a) Contact KOKO WAX customer service at info@kokowax.com within 14 calendar days of delivery.
b) Provide the order number, the item(s) to be returned, and the reason for the return.
c) Wait for written confirmation and return instructions from our team. Returns sent without prior authorization may be refused or remain unprocessed.
d) Ship the item(s) using a tracked shipping method, at the customer's expense unless otherwise specified in Section 5.
KOKO WAX is not responsible for returns lost, damaged, or stolen during transit.
5. Return shipping costs
a) Customer-paid returns: the customer is responsible for return shipping costs in the case of a change of mind, no-longer-needed items, or any reason unrelated to a fault by KOKO WAX.
b) KOKO-paid returns: KOKO WAX will cover return shipping costs in the following cases:
- The wrong item was shipped
- The item arrived damaged in transit
- The item is defective or non-conforming to its description
In such cases, customers must contact us within 48 hours of delivery and provide photographic evidence of the issue.
6. Refund process
a) Once a returned item is received and inspected by our team, the customer will be notified by email within 48 hoursof receipt regarding the approval or rejection of the refund.
b) If approved, the refund will be processed to the original method of payment within 5 to 7 business days.
c) Depending on the customer's bank or payment provider, an additional 3 to 5 business days may be required for the refund to appear on the account statement.
d) KOKO WAX reserves the right to deduct any depreciation in value if the returned item shows signs of unauthorized use, beyond what is necessary to assess its nature and characteristics.
7. Damaged or defective items
If a customer receives a damaged or defective item, they must contact KOKO WAX at info@kokowax.com within 48 hours of delivery, providing:
a) The order number b) Photographic evidence of the damage or defect c) A clear description of the issue
KOKO WAX will, at its discretion, offer a free replacement, store credit, or full refund, including any shipping costs incurred.
In most cases, the customer will not be required to return the damaged item, although KOKO WAX reserves the right to request its return for inspection.
8. Allergic reactions and skin sensitivity
a) KOKO WAX products are dermatologist-tested and formulated to be suitable for most skin types, including sensitive skin. However, individual reactions can occur.
b) Customers are strongly advised to perform a patch test 24 hours before first full use of any KOKO WAX product, on a small, discreet area of skin.
c) In the event of an unexpected reaction, customers should:
- Discontinue use of the product immediately
- Contact us at info@kokowax.com with the order number, photographic evidence, and a description of the reaction
d) Each case will be reviewed individually. KOKO WAX reserves the right to determine the appropriate resolution on a case-by-case basis, which may include a partial or full refund, replacement, or store credit.
9. Exchanges
a) Exchanges are accepted within 14 calendar days of delivery, subject to the same eligibility conditions as returns (Section 2).
b) Exchanges are subject to product availability. If the requested replacement is unavailable, the customer will be offered a refund or store credit.
c) The customer is responsible for the shipping costs of the original item to KOKO WAX, unless the exchange is due to a fault on KOKO's part (wrong item, defective product).
10. Order cancellations
a) Orders may be cancelled before they are dispatched. To request a cancellation, the customer must contact KOKO WAX at info@kokowax.com with their order number as soon as possible after placing the order.
b) Once an order has been processed and dispatched, it can no longer be cancelled. The customer may then proceed with a return upon receipt, in accordance with this Refund Policy.
11. Late or missing refunds
If a refund has not been received after the timeframe outlined in Section 6:
a) Verify the refund with your bank or payment provider, as processing times may vary.
b) Check your account statement and any associated payment account.
c) If the refund still does not appear after 14 business days following our confirmation, contact us at info@kokowax.com. We will investigate immediately.
12. International orders
a) International customers are subject to the same Refund Policy as domestic customers.
b) Customs duties, taxes, and import fees paid on the original order are non-refundable, as they are levied by local customs authorities and not by KOKO WAX.
c) Return shipping costs for international orders are the responsibility of the customer, unless the return is due to a fault by KOKO WAX.
13. Right of withdrawal (EU/UK customers)
In accordance with applicable consumer protection laws in the European Union and United Kingdom, customers residing in these jurisdictions have the right to withdraw from their purchase within 14 days of delivery without providing a reason, subject to the exclusions listed in Section 3.
To exercise this right, the customer must inform KOKO WAX of their decision through a clear statement (e.g. email to info@kokowax.com) before the 14-day period expires.
The customer must return the goods at their own expense within 14 days of communicating their withdrawal.
14. Modifications to this policy
KOKO WAX reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website. The version applicable to a given order is the one in effect on the date of purchase.
15. Contact information
For any questions regarding this Refund Policy, please contact:
KOKO WAX Customer Service Email: info@kokowax.com Response time: within 24 hours, Monday to Friday