Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@trykosuna.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@trykosuna.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@trykosuna.com.
Returns
Due to the nature of our products, Kosuna does not accept returns. For quality assurance and hygienic purposes, all sales are considered final once the order has been fulfilled.
We encourage all customers to review product details carefully before placing an order. If you have any questions about a product prior to purchase, please contact our support team at
Cancellations
If you wish to cancel your order, you must contact us before your order is shipped or processed by our fulfilment team. Orders are typically processed within 1–2 working days of being placed, so please get in touch as soon as possible.
To request a cancellation, email us at hello@trykosuna.com. A member of our support team will respond and assist with your request.
Please note the following regarding cancellations:
- We cannot guarantee that a cancellation request will be completed, as orders may already be in processing or fulfilment.
- A refund will only be issued once the cancellation has been confirmed by our team.
- If the order has already been shipped, the cancellation request will not be honoured.
Damages and issues
We take great care in packaging your orders; however, damages can occasionally occur during transit. Please inspect your order upon receipt and contact us immediately if any of the following apply:
- The item is defective or damaged
- You received the wrong item
- The package shows visible signs of mishandling or tampering
To help us resolve your concern promptly, we require the following:
- Take a clear photo or video of the package and its contents upon receipt, especially if there is visible damage.
- Submit your photo or video proof when contacting our support team at hello@trykosuna.com.
- Include your order number and a brief description of the issue.
Once we receive and review your submission, we will work to make it right. Replacements are subject to product availability and verification of the submitted proof.
Exchanges
As we do not accept returns, standard exchanges are not available. If you received a damaged, defective or incorrect item, please refer to the Damages and Issues section above. We will do our best to assist you with a replacement where applicable.
Refunds
Refunds are only issued in the following circumstances:
- A cancellation request has been submitted and confirmed before the order is processed or shipped.
- An order has been verified as damaged, defective or incorrect, and a refund has been approved by our support team.
Once a refund is approved, you will be notified and the amount will be returned to your original payment method. Please allow up to 10 working days for the refund to reflect on your account, depending on your bank or payment provider.
If more than 10 working days have passed since your refund was confirmed and you have not received it, please contact us at hello@trykosuna.com.
Money back guarantee
Our quality & delivery guarantee
At Kosuna, we stand by the integrity of our products. We offer a full refund or replacement within 30 days of purchase under the following conditions:
Damaged goods: if your product arrives damaged, please submit photo proof to our support team within 48 hours of delivery.
Delivery delays: we value your time. If your order arrives more than 5 working days past the estimated delivery window provided at checkout, you are eligible for a full refund.