Refund policy

Returning Damaged or Faulty Items

Thank you for your recent purchase with Koko Vida.

We inspect and carefully pack all products before we ship them to you, to ensure they arrive at you in beautiful condition. However, sometimes we can miss things, or unfortunately, items can be damaged during postage and delivery. We apologize if you have received an item that is not in perfect condition, faulty or incorrect. Should this occur, your item will be replaced upon receipt, an inspection, and approval of the returned items.

Please note we will carefully inspect all returned items. If we believe you have used your item in any way your item cannot be returned/refunded or exchanged.

Prior to returning any damaged or faulty items, please email Hello@kokovida.com.au, with:

your full name
details of the fault, damage, or incorrect product accompanied by an image of the issue
your order number

We will always refund to original purchase method once the item is received, inspected & approved.

Other Returns/Exchanges

If you have another reason for returning your item, please email Hello@kokovida.com.au with:

your full name
your order number
the reason for the return/exchange*

Important things to note:

We do not exchange or return for change of mind.
We do not offer returns or exchanges on SALE items. All sales are final.
If the refund is approved, all items must be returned unused, in their original packaging, in the same condition it was received, and have no visible signs of use.
Replacement is at the discretion of Koko Vida and will be considered on a case by case basis.
All returns and exchanges to be sent within 7 days of receiving delivery
Refunds are always issued to your original purchase method only. Depending on your bank and original payment method the actual refund itself can take up to ten (10) working days
For exchanges, we issue you an online store credit to the value of the original purchase price of the returned item, excluding the postage charges.
Shipping costs to return an item are your responsibility

Return shipping costs

In the event of faulty items, Koko Vida will refund your return shipping charges. Please email a photo of the postage receipt containing the tracking number. If you're returning your item for another reason you will be responsible for the shipping costs.

Please note that if we do not receive the returned package then we can not process your refund. In saying that, we recommend using pre-paid satchels with tracking by Australia Post for guaranteed delivery. Please retain the proof of postage until you have received confirmation that your return has been received. Please do not send your item via express post, we will only pay for return postage on standard shipping cost.

Has your order been lost in transit?

In the rare and unfortunate event that an item is lost in transit, please email us at Hello@kokovida.com.au as soon as you believe your item is lost in transit and we will investigate the circumstances. Once confirmed, a replacement item may be arranged.

Our Return and Exchange Policy is guided by Australian Consumer Law.