Refund policy

All Sales Are Final

Due to the hygienic and personal care nature of our products, all sales are final once an order is placed. We do not accept returns or exchanges on any opened or used items. By completing your purchase, you confirm that you have read, understood, and agreed to this policy prior to checkout.

Nothing in this policy limits or excludes any rights you may have under applicable law, including statutory consumer rights that cannot be waived by contract (see Regional Rights below).

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or contains the wrong item, contact us at koas.officials@gmail.com within 7 days of your delivery date. Include your order number and clear photo or video evidence of the issue. Approved claims will receive a replacement or store credit at our discretion. We do not cover return shipping unless the error was caused by Koas. Claims submitted after 7 days of delivery may be declined at our sole discretion.

We Do Not Issue Refunds For:

  • Change of mind or buyer's remorse
  • Product not producing desired or expected results — individual results vary and are not guaranteed
  • Skin reactions, irritation, or sensitivities — we strongly recommend patch testing 24 hours before full-body useper the instructions included with your order; by proceeding with full use, you acknowledge and accept this risk
  • Incorrect application or failure to follow provided usage instructions
  • Carrier delays or estimated delivery windows not being met
  • Lost or stolen packages that show as Delivered in carrier tracking — once marked delivered, the package is your responsibility; we recommend filing a claim directly with the carrier
  • Duties, customs fees, or import taxes charged by your country's authorities

Order Cancellations

Orders cannot be cancelled or modified once placed, as fulfillment begins immediately upon purchase. If you have an urgent concern, contact us at koas.officials@gmail.com as soon as possible. We will make reasonable efforts to assist but cannot guarantee cancellation.

Sale & Discounted Items

Items purchased on sale or with a discount code are final sale and are not eligible for refund or exchange for change of mind. Statutory rights under applicable law are not affected by this clause — if a product is defective or does not match its description, your regional rights below apply regardless of purchase price.

Shipping Regions & Regional Consumer Rights

We ship to the United States, the United Kingdom, and Australia. Customers in the UK and Australia are responsible for any duties, customs charges, or import fees imposed by their country. These are not the responsibility of Koas.

United States: No federal law mandates returns or refunds beyond what is stated in this policy. This policy governs all U.S. purchases.

United Kingdom: Our products come with rights under the Consumer Rights Act 2015 that cannot be excluded. If a product is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund. These statutory rights are not affected by our All Sales Final policy.

Regarding the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: our products are personal care items supplied in sealed packaging. Once the seal is broken or the product is opened, the hygiene exemption under Regulation 28(3)(a) applies and the right to cancel is lost. If you wish to return an entirely unopened, sealed item within 14 days of delivery, contact us at koas.officials@gmail.com. Return shipping costs are your responsibility. We will issue a refund within 14 days of receiving the returned goods.

Australia: Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality. Our All Sales Final policy applies to change-of-mind purchases only and does not limit your rights under the ACL.

Chargebacks & Payment Disputes

We maintain complete records for every order, including order details, IP address, device data, proof of delivery, and a timestamped record of your agreement to this policy at checkout.

Any customer who files a chargeback or payment dispute without first contacting us at koas.officials@gmail.com to allow us a reasonable opportunity to resolve the issue will be permanently banned from placing future orders. We reserve the right to dispute all chargebacks with full documentation including this policy, delivery confirmation, and all prior communications. Filing a false or fraudulent chargeback may constitute fraud under applicable law and card network rules.

We encourage you to contact us before involving your bank — we are responsive and committed to fair resolutions.

Contact Us

koas.officials@gmail.com — we respond within 1–3 business days.