Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To initiate a return, please contact us at webmaster@kohgen.com within 30 days of delivery. In your return request email, 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.
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 may have a statutory right to cancel certain purchases within 14 days of delivery under local regulations. Please contact us for details if you are an EU resident.