At KOKOMALL we want you to shop with confidence. Please choose carefully, as we do not offer refunds or exchanges for change of mind. This policy sits alongside — and does not limit — your rights under the Australian Consumer Law (ACL).
Change of mind
We do not accept returns, refunds or exchanges for change of mind, incorrect selection, or if you simply no longer want an item.
Hygiene & cosmetics
For health and safety reasons, skincare, cosmetics, face masks and personal-care items cannot be returned or exchanged once opened, used, or with a broken seal — unless the item is faulty. Please check that a product suits you before opening it.
Faulty, damaged or incorrect items
Nothing in this policy excludes your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under the ACL. If an item has a major problem, or is faulty, unsafe, or significantly different from its description, you may be entitled to a refund or replacement. For a minor problem, we will repair, replace or refund the item where required by law.
If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us as soon as you notice the problem, and within 3 days of delivery, with:
- your order number,
- a description of the issue, and
- clear photos of the item (and its packaging, if it was damaged in transit).
Where an item is confirmed faulty or incorrect, we will cover the cost of return postage and arrange a replacement or refund. Please do not send anything back before contacting us.
Refunds
Approved refunds are issued to your original payment method. Once your return is received and assessed, please allow up to 5–10 business days for the refund to appear, depending on your bank or card provider.
Sale & clearance items
Sale, clearance and gift-with-purchase items are not eligible for change-of-mind returns. Your rights under the Australian Consumer Law for faulty items still apply.
Contact us
Email us at manager@kokomall.com.au with your order number and we’ll help you from there.