Refund policy

Effective date: 30 March 2026

The following Return & Refund policy applies to any orders made on kokochi.co.uk. By using this website and/or placing an order with us, you agree to these terms. Please read them carefully before making a purchase.

For other terms, we refer you to our general Terms & Conditions and Shipping Policy.

Returns & Refunds

Food Items — Important Notice

Due to the nature of our products as consumable food items, we are unable to accept returns of opened products unless they are faulty, damaged, or incorrectly supplied. This is in accordance with UK Consumer Contracts Regulations 2013.

Damaged or Incorrect Orders

If your order arrives damaged, faulty, or is not what you ordered, please contact us within 7 days of delivery at help@kokochi.co.uk with:

• Your order number
• A description of the issue
• Photographs of the item and packaging where possible

We will review your case promptly and, where appropriate, offer one of the following:

• A replacement sent at no charge
• A full or partial refund to your original payment method
• Store credit

Cancellations

If you wish to cancel an order, please contact us as soon as possible at help@kokochi.co.uk. We will do our best to accommodate cancellation requests, but we cannot guarantee cancellation once an order has been dispatched.

Refund Processing

Approved refunds will be processed within 5-10 business days and returned to your original payment method. You will receive an email confirmation once a refund has been issued.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.