Refund Policy

REFUND POLICY

If the goods or services received are defective or not fit for purpose, a full refund or replacement may be provided. Products cannot be returned due to a change of mind or incorrect choice.

This policy also applies to products damaged in transit or orders that are not delivered according to the confirmed order requirements. Where an issue is minor and does not substantially affect the order or service, Koguma may offer store credit as an alternative to a refund or replacement.

We guarantee that our goods:

  • Are of acceptable quality, meaning they are safe, durable, free from defects, acceptable in appearance and finish, and suitable for their usual purpose.
  • Match the description provided, although the presentation may vary slightly because our products are handmade.

STORE CREDIT CONDITIONS

Where store credit is offered or provided:

  1. It is not redeemable or transferable for cash.
  2. It must be used within three years of the issue date.
  3. It cannot be exchanged or substituted for a different service and must be used for a like-for-like product or offering.
  4. Once used, it cannot be reinstated.
  5. It cannot be divided across multiple orders. The entire credit value must be used in one transaction.
  6. It is non-transferable and may only be used by the customer to whom it was issued.

HOW DO I REQUEST A REPLACEMENT, REFUND OR STORE CREDIT?

If you believe you are eligible for a replacement, refund or store credit, please email hello@koguma.com.au within 24 hours of receiving your order. Include your order number, a description of the issue and clear supporting photographs.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.