Return & Refund Policy

Our Return and Refund Policy forms part of, and must be read with, our website Terms and Conditions.

What qualifies for a return

We accept requests only when an item arrives damaged, leaking, defective, missing from the shipment, or different from what was ordered. We do not accept change-of-mind returns or exchanges.

Sale and promotional items follow the same protection for damaged, leaking, defective, missing, or incorrect items, but they cannot be returned for change of mind.

Report the issue within 48 hours

Contact Kiwi & Coco within 48 hours of delivery through your order page or customer support. Include the order reference, affected product and clear details or evidence of the issue so our team can review it.

Approved return method and cost

Do not send a product back before approval. If a physical return is required, our team will arrange a pickup where available or provide the approved courier or mail instructions. Kiwi & Coco pays the standard return-shipping cost for an approved damaged, leaking, defective, missing, or incorrect-item case.

Where a product is returned, keep its original packaging and included accessories where reasonably possible.

Refunds and replacements

After review, we may approve a replacement or a refund. Approved refunds are returned to the original payment method or wallet. A customer refund is not issued merely because a return shipment or warehouse receipt exists; the authorized refund process must complete.

The complete refund process normally takes 15-30 working days from confirmation of the refund.

We may update this policy when our operating process or legal requirements change. The current version will remain published on this page.