Refund policy

Please review sizes & models carefully before checkout.

We want you to love what you ordered! If there’s a problem with your item (wrong print, damaged, etc.), please contact us within 30 days and we’ll fix it. No need to send it back. Ordered the wrong size or colour? While we can’t offer a full refund, we’re happy to provide a one-time store credit on a replacement for eligible products. For more questions, reach out anytime. We’re here to help.

If Something Arrives Wrong

Misprints, damage in transit, or items that don’t match the images on the corresponding product page will be replaced or refunded at no cost.

  • Submit a return with photos via email within 30 days of delivery.
  • Attach a photo of the full item and a close-up of the issue.

We’re here to help. Just drop us a note at support@thekokosamoa.com.

Exchanging or Returning Products with Personalisation

Because personalised items are made specifically for you, we’re unable to accept returns or exchanges on them. Once an item is printed with your chosen name, text, or design, it can’t be resold or reused. That said, if there’s an issue on our end such as a printing error or damage, please contact us within 30 days and we’ll make it right. In most cases, there’s no need to send the item back. If you ordered the wrong size or colour, we can’t offer a refund, but we’re happy to provide a one-time store credit to help with a replacement.

Digital Downloads (E-Books & Wallpapers)

Digital products are delivered by email link the moment your payment goes through. Because the file is sent to you straight away, we can’t refund a digital download once the link has been delivered.

If the link doesn’t work, the file won’t open, or you were charged twice or bought the wrong one by mistake, contact us within 30 days with your order number and we’ll sort it out. You will never be left with a file you can’t open.

Refund Timing

Approved refunds are processed to your original payment method within 3 to 5 business days. Banks can take up to 10 business days to post the credit.

Questions? We’re here to help. Just drop us a note at support@thekokosamoa.com.

Members Club Subscription: Refunds & Cancellations

  • Cancellation: You may cancel your Members Club subscription at any time. Cancellation stops future billing immediately, with no lock in and no penalties.
  • Refunds: As membership is billed monthly, payments already processed for the current period are non-refundable, except where required under the Australian Consumer Law (ACL).
  • Discontinuation by The Koko Samoa: If we choose to discontinue the Members Club program, we will cease future billing with reasonable notice. No further charges will be made after discontinuation.
  • Membership cancellation by us: We reserve the right to cancel an individual membership and stop associated payments at our discretion. No further charges will be made after cancellation.