환불 정책

We want you to love your Kokoruno purchase. Our policy is designed to ensure your satisfaction while maintaining fairness and hygiene standards across our collection.

1. 30-Day Return & Exchange Policy

Standard Returns

If you're not completely satisfied with your purchase, you may return eligible products within 30 days of delivery for a full refund or exchange.

Return Requirements:

• Products must be unworn, unwashed, and unaltered.

• All original tags and labels must be attached.

• Products must be returned in original packaging.

• For intimate products, the original packaging seal must remain intact.

• Proof of purchase required (order confirmation email acceptable).

2. First-Time Customer Guarantee

New customers can try one eligible item (e.g., a single pair of boxer briefs from a 1-pack) for fit and comfort. If not satisfied, keep the tried item and receive a full refund. Additional unopened items from your first order can be returned for a full refund or exchange, provided all other return requirements are met. Limited to one tried item per first-time customer, within 30 days of delivery.

• Order your first eligible item (e.g., a single boxer brief) and try it on for fit and comfort.

• If not completely satisfied, keep the tried item and receive a full refund or exchange.

• Additional unworn items from your first order can be returned following standard return requirements.

• Guarantee applies to a limit of one eligible item per first-time customer, per household.

• Must be requested within 30 days of delivery.

(Eligible items are restricted to intimate apparel.)

3. Quality Guarantee

We stand behind the craftsmanship of our products. Items with manufacturing defects will be accepted for return or exchange regardless of condition, subject to inspection.

Inspections are typically completed within 3-5 business days

Manufacturing defects include:

• Defective stitching or seams

• Fabric flaws or irregularities

• Elastic failure under normal use

• Color bleeding or fading beyond normal wear

4. Return Process

Online Returns:

• Contact our customer service team at support@kokoruno.com or through the support page.

• Receive your prepaid return label within 48 hours.

• Package items securely with original packaging.

• Drop off the items with the relevant service.

Refund Timeline:

• Processing begins upon receipt at our facility.

• Refunds issued within 5-7 business days to original payment method.

• Exchanges processed immediately upon receipt.

5. Return Shipping

Free return shipping on all authorized returns within using prepaid return labels provided by us.

6. What Cannot Be Returned (with the exception of our First-Time Customer Guarantee)

For health, safety, and hygiene reasons, the following items are final sale:

• Items that have been worn (except under First-Time Customer Guarantee for eligible items).

• Items that have been washed or altered.

• Intimate items with a torn, removed, or damaged original packaging seal.

• Items with removed or damaged tags.

• Items returned after the 30-day window.

• Sale items marked "Final Sale."

7. Exchanges

Free exchanges for different sizes or colors within 30 days, subject to inventory availability. Exchanges follow the same condition requirements as returns. If exchanging for a lower-priced item, a refund for the price difference will be issued to the original payment method within 5-7 business days. Original item must be received before the exchange ships. No exchanges on Final Sale items.

8. Refund Method

Refunds issued to original payment method. Credit card refunds may take 3-5 additional business days to appear. PayPal refunds typically process within 24 hours. For items purchased as gifts, refunds will be issued to the original payment method used by the purchaser.

9. International Orders

We offer shipping to select international destinations outside of Hong Kong. To confirm if we ship to your region, please enter your address at checkout.

Shipping Rates & Free Shipping: International shipping rates vary based on the destination and package weight. Exact shipping costs—and any applicable free shipping thresholds—will be calculated and displayed at checkout before you complete your payment.

Customs, Duties & Taxes: Please be aware that international orders may be subject to import taxes, customs duties, and fees levied by the destination country. These charges are not included in our product prices or shipping fees.

• Customer Responsibility: The recipient is the importer of record and must comply with all laws and regulations of the destination country. Any additional charges for customs clearance must be fulfilled by the recipient; Kokoruno has no control over these charges, nor can we predict what they may be.

• Refusal of Delivery: If you refuse a shipment due to unexpected import fees, the cost of the original shipping, any brokerage/customs/duty fees, and the cost of returning the package to us will be deducted from your refund.

Delivery Estimates: International delivery times vary by region and local customs processing. Estimated delivery dates will be provided at checkout where available.

10. Important Notes

• Authorization Required: All returns must be pre-authorized through our customer service team. Unauthorized returns will not be processed and may not be returned to customer.

• Condition Standards: We reserve the right to refuse returns that don't meet our hygiene and condition standards, including items with:

  • Odors, stains, or visible signs of wear

  • Pet hair, smoke, or perfume odors

  • Damage not related to manufacturing defects

• Abuse Prevention: We monitor return patterns to prevent policy abuse. Customers with excessive return rates (>50% of orders) may have returns restricted at our discretion (excessive returns may include returning most orders without defects).

• No Restocking Fees: We never charge restocking fees on authorized returns.

11. Contact Information

Reach our customer service team at support@kokoruno.com for assistance with returns, exchanges, or any questions.