Refund & Exchange Policy

What is the return and exchange policy?

We allow return of products that are:

  • damaged during transit or due to faulty manufacturing
  • sent incorrectly
  • have expiry date shorter than 6 months from date of order.

In such cases, the damaged / affected products have to be returned first, before we sent out a replacement. 

For defective and incorrect items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.

In the event that a returned product is not damaged / affected by the reasons stated above after inspection by our customer service division, postage fee to redeliver the item is to be borne solely by the customer.

If you change your mind about the product, please see instructions below.

  • This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable.
  • For returns, please email us at hello@koyara.com with your order number, picture and information on the affected item. Returned items must meet the requirements above. Refund is only applicable if item is out of stock
Please see this page for instructions on how to Return your Parcel. 


Will I be charged postage for exchanging damaged products, short expiry items (non clearance items) or products sent incorrectly?

No, we will be fully responsible for postage costs incurred for returns and redelivery. We can also arrange for our courier to pick up from you if needed. Do advise and we will assist accordingly.

 


What happens if I am unhappy with the product I purchase or I changed my mind?

Should you wish to return an item that you’ve purchased, please email us at hello@koyara.com. You will need to return us the item and a credit voucher will be issued to you once we have received the items and inspected them. Please be advised that the items must meet the following conditions before any refund will be issued:

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Gifts with Purchase and samples must also be returned if it is included in the purchase.
  • Items purchased on sale and discounts are non-exchangeable and non-returnable 

Please include a note with your Name and Order number for reference.

Note that all shipping costs incurred in the return process will be borne by yourself. 

 


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied as a store credit at Koyara or banked in directly to the bank account that you provide.

Please see this page for instructions on how to Return your Parcel. 


Short Expiry Items (if applicable)

It is our store policy to only ship items with at least 6 months expiry period (except for clearance items of which the short expiry date is clearly stated in product description). If we accidentally send out a short expiry item, please take a picture of the product for us to process a refund for you. 

However for clearance item with short expiry clearly stated in the Product Description, the item is strictly non-exchangeable.

 


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time (approximately 2 weeks) before a refund is posted.


If you’ve done all of this and you still have not received your refund yet, please contact us at hello@koyara.com.

 


Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 


Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@koyara.com and send your item to our office.

 


How To Return

Please see this page for instructions on how to Return your Parcel.