Refund policy

Refund & Return Policy

KOOKARI offers a 14-day return policy. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, with tags, and in its original packaging.

In the case:

• A product arrives damaged or defective  
• You receive the wrong item  

then you must film an unboxing video on receipt of your order in case you need to report missing or damaged items to be considered for a return and refund.

You will also need to provide the receipt or proof of purchase.

To start a return request, please contact us at:
support@kookari.co.uk

If your return is accepted, we will provide instructions and the return address.

Return shipping costs are the responsibility of the customer unless the item you received is not what you purchased. Original shipping fees are non-refundable.

Items that show signs of wear, washing, deliberate damage, alteration, or removal of tags will not be accepted for a return or refund.

Please note that we are not responsible for manufacturing errors. 

All outer packaging is for the protection of goods. We will not be able to exchange products for minor dents, scratches and discolouration on outer packaging.

While we make every effort to ensure all packages are carefully and securely wrapped, KOOKARI cannot accept responsibility for any damages incurred during transit by courier services.

PRE-ORDERS

Items marked as “Pre-Order” are not currently in stock and will ship once inventory becomes available from our international supplier. Estimated delivery times will be displayed on the product page but may vary depending on supplier availability and shipping conditions.

Pre-orders may not be cancelled once the item has been processed or dispatched. Customers in the United Kingdom retain their legal right to request a return within 14 days of receiving the item in accordance with UK consumer law.

Exceptions for when pre-order items may be accepted for a return or refund include:
• The product arrives damaged or defective  
• You receive the wrong item  
• We are unable to fulfil your order due to stock or supplier issues

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process the refund.

Shipping

Unexpected delays may occur due to supplier, production, weather, or shipping carrier issues. Delivery timeframes are estimates and are not guaranteed.

Customers will be notified by email if significant delays occur.

For any further questions regarding returns, exchanges, shipping, or refunds, please contact us at support@kookari.co.uk. We aim to respond to all inquiries within 24–72 hours.