Return & Refund Policy

At Kookays, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help. Please review the following Return & Refund Policy before initiating a return.

1. Return Eligibility

We accept eligible returns within 14 days from the date you receive your order.

To qualify for a return, the item must:

• Be unused and in its original condition
• Be returned in the original packaging
• Include all original tags, accessories, manuals, and components
• Be accompanied by your order number or proof of purchase

Items that do not meet these requirements may not be eligible for a refund.

2. Non-Returnable Items

The following items may not be eligible for return:

• Personalized or custom-made products
• Gift cards
• Clearance or final-sale items
• Products specifically marked as non-returnable
• Items damaged due to misuse, improper handling, or normal wear and tear

3. How to Request a Return

To request a return, please contact our customer support team within the 14-day return period.

Please provide:

• Your full name
• Order number
• Email address
• Reason for the return
• Photos of the product if it is damaged or defective

You can contact us through our Contact Us page:

Contact Us

Our team will review your request and provide instructions for returning the item.

4. Return Shipping Costs

Customers are generally responsible for return shipping costs unless the return is due to an error on our part, such as:

• Receiving the wrong product
• Receiving a damaged product
• Receiving a defective product

When the return is caused by our error, we may provide a prepaid return shipping label.

We recommend using a trackable shipping service when returning an item.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

Please provide clear photos and a description of the issue. After reviewing your claim, we may offer a replacement or refund depending on the circumstances.

6. Refunds

Once we receive your returned item, we will inspect it to determine whether it meets our return requirements.

If your return is approved, we will process your refund within 2 business days.

The refund will be issued to the original payment method used for the purchase.

7. Refund Processing Time

Kookays will process approved refunds within 2 business days after the returned item has been received and approved.

After we process the refund, your bank or payment provider may require additional time to make the funds available in your account.

Processing times can vary depending on your financial institution.

8. Late or Missing Refunds

If you have not received your refund after the expected processing time:

1. Check your bank or payment account.
2. Contact your credit card company or payment provider.
3. Contact your bank to ask about pending refunds.

If you still cannot locate the refund, please contact us at support@kookays.com.

9. Exchanges

We do not guarantee direct exchanges.

If you want a different product, color, size, or style, you may return the eligible original item according to this policy and place a new order separately.

10. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation once an order has been processed or shipped. Orders that have already shipped may need to follow our standard return process.

11. Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

Website: Kookays

Contact Page: Contact Us

Email: support@kookays.com

Phone: +1 (620) 587-3601

Address: 200 Main St, Claflin, KS 67525, United States

Business Hours: Monday – Friday, 9:00 AM – 7:00 PM (USA Time)

Live Chat: Chat with us live for immediate assistance through our Contact Us page.