นโยบายการคืนเงิน

We want you to love your Kokoruno purchase. This policy is designed to keep things fair while meeting hygiene standards for intimate apparel.

1. 30-Day Return & Exchange Policy

Standard returns. If you are not completely satisfied, 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 is required (your order confirmation email is enough).

2. First-Time Customer Guarantee

New customers can try one eligible item (for example, a single pair from a 1-pack) for fit and comfort. If you are 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 if they meet the standard return requirements. Limited to one tried item per first-time customer, per household, within 30 days of delivery.

  • Order your first eligible item and try it on for fit and comfort.
  • If you are not completely satisfied, keep the tried item and receive a full refund.
  • Additional unworn items from your first order can be returned under the standard return requirements.
  • The guarantee is limited to one eligible intimate-apparel item per first-time customer, per household.
  • You must request it within 30 days of delivery.

3. Quality Guarantee

Items with manufacturing defects are 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, elastic failure under normal use, and colour bleeding or fading beyond normal wear.

4. How to return (prepaid label)

Authorized returns are free. You do not need a warehouse address. After we approve your return, we email a prepaid return label and drop-off instructions, usually within 48 hours. Use that label only — do not ship returns to our Hong Kong office.

  • Email support@kokoruno.com or use our support page, and include your order number.
  • We send a prepaid return label and instructions.
  • Pack the items securely in the original packaging.
  • Hand the parcel to the carrier named on the label.

Returns are processed by our fulfilment partner. Because we provide the label, we do not publish a customer-facing return street address.

Refund timeline: processing starts when the parcel arrives at our fulfilment partner. Refunds are issued within 5–7 business days to the original payment method. Exchanges are processed when we receive the original item.

5. Return shipping

Return shipping is free on all authorized returns when you use the prepaid label we email you. Do not use your own courier or pay postage unless we ask you to — unauthorized returns may not be processed.

6. What cannot be returned

Except under the First-Time Customer Guarantee, the following are final sale:

  • Items that have been worn, 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 a different size or colour within 30 days, subject to stock. The same condition rules apply as for returns. If you exchange for a lower-priced item, we refund the difference to the original payment method within 5–7 business days. The original item must be received before the exchange ships. No exchanges on Final Sale items.

8. Refund method

Refunds go to the original payment method. Card refunds may take 3–5 extra business days to appear. PayPal refunds typically process within 24 hours. Gift purchases are refunded to the purchaser’s original payment method.

9. Important notes

  • Authorization required. All returns must be pre-authorized. Unauthorized parcels may not be processed or sent back.
  • Condition standards. We may refuse returns that do not meet hygiene and condition standards, including odours, stains, visible wear, pet hair, smoke, perfume, or damage unrelated to manufacturing defects.
  • Abuse prevention. Customers with excessive return rates (more than 50% of orders) may have returns restricted.
  • No restocking fees on authorized returns.

10. Contact

Email support@kokoruno.com or call +852 9160 0529.