Refund policy
Last Updated: [July 27th, 2026]
1. Overview
We want you to love what you ordered. If something is not right, we accept returns of eligible items as long as the return is requested within 30 days of delivery. To be eligible, an item must be unopened and unused, with its original packaging intact: for fragrances, the protective shrink wrap must be unbroken; for hand, body, and wash products, the seal label must be intact. Returns that do not meet these conditions cannot be accepted.
2. Items That Cannot Be Returned
For hygiene and safety reasons, opened or used cosmetic products cannot be restocked or resold, so we cannot accept returns of, or offer refunds on:
- Products that have been opened, used, or tested, including any fragrance whose shrink wrap has been removed and any product whose seal label has been broken.
- Samples, minis, and travel-size items, and any item marked "Final Sale."
- Complimentary gifts and gift-with-purchase items. If your return brings your order below a gift threshold, please include the gift with your return; if it is not included, its standard retail value may be deducted from your refund.
- Items returned without prior authorization, or for which a return was not requested within 30 days of delivery.
If an item that is not eligible for return is sent back to us, refunds cannot be issued on it. Our care team will contact you, and we can ship the item back to you at your cost; items unclaimed after 30 days may be disposed of. If you are unsure whether your item is eligible, contact us at cs@kuoca.com before opening or sending anything.
3. How to Start a Return
- Email cs@kuoca.com with your order number and the item(s) you wish to return.
- Our team will confirm eligibility and email you a return authorization together with a prepaid ground return shipping label and packing instructions. Fragrances are flammable liquids that may not travel by air, and our prepaid label takes care of the required ground routing for you.
- Pack the item securely in its original packaging and hand it to the carrier shown on your label within 14 days of receiving your return authorization.
A flat $10 return processing fee (one fee per return authorization, covering return shipping and handling) is deducted from your approved refund, unless the return is due to our error (see Section 5). Original outbound shipping charges are non-refundable. Returns sent without authorization, or by a method other than the provided label, cannot be processed.
4. Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5-10 business days of our facility receiving and inspecting your return. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement. If more than 15 business days have passed since your refund was approved and it has not appeared, contact us at cs@kuoca.com.
The $10 return processing fee is the only fee we deduct from an approved refund; there are no additional shipping deductions. If you return part of a bundle or set, your refund is calculated by re-pricing the items you keep at their standard individual prices. If you received an item as a gift, contact us with the order number or the purchaser's name and email: once the return is verified, we can issue your refund as store credit, since refunds to the original payment method go back to the purchaser. Store credit is issued as an electronic gift card, does not expire, and has no cash value except where required by law.
We reserve the right to decline returns, or refuse future orders, in cases of suspected abuse of this policy.
5. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If an item arrives damaged or defective, or if you received the wrong item, contact us at cs@kuoca.com within 14 days of delivery with your order number and photos of the item and its packaging; later reports will still be reviewed. We will make it right with a replacement or a full refund, including shipping costs, at no cost to you. Once confirmed, replacements are typically dispatched within 1-2 business days.
Separately, if a product develops a fault in normal use within 90 days of delivery, such as a sprayer or pump failure, contact us at cs@kuoca.com and we will replace it at no cost. This applies even after the item has been opened and is independent of the return conditions above. We may ask for a photo or video of the issue, or for the item to be sent back with a prepaid label we provide, before dispatching a replacement.
If you experience a skin reaction to a product, discontinue use and contact us at cs@kuoca.com; our care team will review your case individually.
6. Exchanges
We do not offer direct exchanges. The fastest way to receive a different item is to return the eligible item and place a new order.
7. Questions
Our customer care team is happy to help at cs@kuoca.com.