Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To initiate a return, please submit a return request through your account page within 14 days of delivery. You can access your account at https://shopify.com/71330037997/account. In your request, include your order number, the item(s) to be returned, and the reason for return. Once your return is authorized, we will provide you with the return shipping address and instructions. If you have difficulty accessing your account, you may also contact us at webmaster@kohgen.com.

Return Conditions:

  • Items must be returned in the same condition you received them — unused, unworn, with tags, and in their original packaging.
  • You must include a copy of the receipt or proof of purchase.
  • Refunds will be issued to the original payment method within 7–14 business days after we receive and inspect the returned item. Please note that it may take additional time for your bank or credit card company to process the refund.

Unless the return is due to our error or a defective product, the customer is responsible for the return shipping costs.

Fragrance Products:
For fragrance products such as incense, sachets, and perfumes, returns are only accepted if the items are unopened and unused due to hygiene and quality control considerations.

Non-returnable Items:
The following items cannot be returned:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized items
  • Hazardous materials, flammable liquids, or gases
  • Opened fragrance products

European Union Cooling-Off Period:
Customers residing in the European Union have a statutory right to cancel their purchase within 14 days of delivery, without giving a reason (EU Directive 2023/2673).

To exercise this right, please submit a cancellation or return request directly through your account page at https://shopify.com/71330037997/account. You will be asked to confirm your withdrawal and provide your name and order details.

Upon cancellation, we will process your refund within 14 days of receiving the cancellation request.

Please note: ・If the item has been used beyond what is necessary to inspect its nature, characteristics, and functioning, we may reduce the refund amount to reflect any diminished value. ・For fragrance products such as incense, partial use may result in a reduced refund depending on the condition and quantity used.

Cancellation Policy (Outside the EU): For customers outside the European Union, cancellations are only accepted before the order has been shipped. Once an order has been fulfilled and shipped, cancellation requests will not be accepted unless the return is due to our error or a defective product.