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 color? 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 14 days of delivery.
- Attach a photo of the full item and a close-up of the issue.
Start a returns application in our returns portal:
https://thekokosamoa.com.au/pages/returns-exchanges
Exchanging or Returning Products with Personalisation
We want you to love what you ordered. 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.
If you have any questions at all, reach out anytime. We’re here to help.
Start a returns application in our returns portal:
https://thekokosamoa.com.au/pages/returns-exchanges
Drink Products (Koko Pods & Instant Koko)
For food-safety reasons, drink products can’t be returned once dispatched. Damaged or incorrect shipments will, of course, be fixed.
Refund Timing
Approved refunds are processed to your original payment method within 3–5 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.
Start a returns application in our returns portal:
https://thekokosamoa.com.au/pages/returns-exchanges
