Refund policy
Your right to return
Not happy with your order? You have the right to cancel your purchase within 14 days of receiving your order, without giving a reason. If your order was delivered in multiple parcels, the 14 days start on the day you received the last parcel.
What can be returned
To be eligible for a return, products must be:
- unused and unopened, with any seal, foil or protective packaging intact;
- in their original packaging and in the same condition as you received them.
Because skincare, makeup and hair care products are hygiene products, we cannot accept returns of items whose seal or protective packaging has been opened after delivery. This does not affect your rights if a product is faulty or damaged (see below).
Gift cards cannot be returned.
How to return
- Let us know within 14 days of receiving your order that you want to return it. Email [email protected] or use our contact form, and include your order number and the product(s) you want to return. You may also use the EU model withdrawal form, but this is not required.
- You will receive an email from us with the return address and further instructions.
- Send the product(s) back within 14 days after notifying us. Please pack them well, so they don't get damaged on the way.
The cost of sending your return back to us is at your own expense. We recommend using a shipping method with track & trace, as we cannot refund returns that do not reach us.
Refunds
We will let you know once we have received and inspected your return. Approved refunds are paid to your original payment method within 14 days of your notice that you want to return your order. We may wait with the refund until we have received the products back.
If you return your entire order, we also refund the standard shipping costs you paid for the original delivery. If you return only part of your order, the shipping costs are not refunded.
If a returned product shows signs of use or has been handled more than necessary to judge it, we may deduct an amount for the loss in value.
Please note that it can take a few extra days for your bank or card provider to process the refund.
Damaged, faulty or incorrect items
Received a damaged, faulty or wrong product? Please contact us within 48 hours of delivery at [email protected] with your order number, the product name and photos of the product and packaging. We will make it right with a replacement or a full refund, and we cover any shipping costs. This is separate from your 14-day right to return, and your statutory rights as a consumer are not affected.
Skin reactions caused by personal skin conditions or by using a product other than as directed do not count as a faulty product. Always check the ingredient list and do a patch test before first use.
Exchanges
We do not offer direct exchanges. If you want a different product, please return the original item and place a new order.
Questions?
Contact us at [email protected] or through our contact form. We are happy to help.
Our details
Kokoro Beauty B.V. (trading as Kokoro Skincare)
Koekelberg 8, 5508 GB Veldhoven, Netherlands
Chamber of Commerce (KvK): 93019580
VAT: NL866250256B01