Refund policy

Last updated: October 24, 2026

Request a return within 30 days

Email support@kofrel.com within 30 days after delivery. Include your order number, the item and variant, the reason for your request and relevant photographs. Ask for authorization before mailing anything back. We will provide the appropriate return address and instructions after reviewing the request. Do not use an address from the parcel label as a return address unless support confirms it.

What can be returned

For a change-of-mind return, items must be unused, unworn and unwashed, with original labels, packaging and supplied accessories. For health and hygiene reasons, opened or used personal-care, intimate-use and hygiene-sealed items are not eligible for change-of-mind returns. Custom-made or personalized items and perishable goods are also excluded from change-of-mind returns where permitted by law. These restrictions do not remove rights for defective, unsafe, damaged or incorrectly supplied goods.

Postage and shipping charges

For a change-of-mind return, you pay the return postage. Original delivery charges are not refunded for a change-of-mind return except where applicable law requires otherwise. For a verified faulty, damaged, wrong or incomplete order, Kofrel will arrange an appropriate remedy and cover reasonable necessary return postage when a return is required. Contact us before paying for return shipping. We do not offer a universal free return-label service.

Damage, wrong items and missing contents

Contact support promptly with the order number and clear photographs of the packaging, shipping label and affected items. Keep the goods and packaging while we review the issue. The remedy may include replacement, a refund or another lawful solution appropriate to the circumstances. Do not dispose of an item before receiving instructions unless keeping it would be unsafe.

Inspection and refunds

We review returned items after receipt. Once a return is inspected and approved, we process the refund to the original payment method within 5 business days. Your bank or payment provider may take additional time to post the credit. If a request is declined or a lawful deduction applies, we will explain the reason. No restocking fee is charged under this policy.

Exchanges and cancellation

For a different size or option, request a return and place a separate order for the replacement once availability is confirmed. Email cancellation or address-change requests as soon as possible. We can act only if the order stage still permits the change; there is no guaranteed hourly cancellation window. If an order has already dispatched, the return process applies.

Refused or unclaimed parcels

Refusing delivery does not automatically cancel an order. Contact support so we can locate the parcel and explain the next steps. Where permitted, actual return-to-sender or re-delivery charges caused by an incorrect address, refusal or failure to collect may be payable by the customer. Any refund is reviewed after the shipment outcome is known, subject to mandatory consumer rights.