Return & Refund Policy

This policy applies to purchases made through the kokomu.com online store (a distance transaction).

For items purchased in person at our physical workshop, or for on-site DIY experience sessions, the "7-day withdrawal period" below does not apply, as these are not distance transactions. Please refer to the notices posted on-site or contact our staff directly for return arrangements.

Under Article 19 of Taiwan's Consumer Protection Act, you may return the goods or notify us in writing to withdraw from the sales contract within 7 days of the day after you receive the goods, without giving any reason and without bearing any cost.

When returning goods within the withdrawal period, the product itself, accessories, any gifts, and packaging should be kept complete and in the same condition as when delivered. Damage, loss, or alteration resulting from actions necessary to inspect the goods will not affect your right of withdrawal.

• Customized products made to your specifications (e.g. custom engraving, custom designs, or personalized made-to-order items)
• Products that have been unsealed and used, where the resulting damage, loss, or alteration goes beyond what inspection requires, making it impractical to restore the item to its original condition
• Other items excluded under the "Regulations Governing the Reasonable Exceptions to the Withdrawal Right in Distance Transactions," or items specifically marked as excluded from the withdrawal period on their product page

If the item you received is defective, was damaged in transit, or is missing parts, we sincerely apologize for the inconvenience.

Please contact our customer service within 7 days of receiving the item, with clear photos and your order number, using the contact details below. Our team will arrange a free replacement or another appropriate solution as quickly as possible. All related shipping costs will be covered by us, at no charge to you.

1. Contact us through your Member Center "Order History" or the contact details below, and let us know the order number and item(s) you'd like to return
2. Follow our customer service team's instructions to send the item back, including accessories, any gifts, and original packaging, either by mail or in person at our workshop
3. Once we receive the returned item and confirm it meets the return conditions, we will process your refund as soon as possible

Voluntary return within the withdrawal period: the customer is responsible for the return shipping cost.

Defective items, incorrect shipments, or items damaged in transit: we cover the shipping cost for both the return and any replacement shipment.

Once we receive your returned item and confirm it meets the return conditions, we will issue your refund to your original payment method within 7 business days.

If store credit, membership points, or a coupon was applied to the order, the refund amount or points will be adjusted accordingly based on how they were used.

This policy is established in accordance with the Consumer Protection Act of the Republic of China (Taiwan), the "Regulations Governing the Reasonable Exceptions to the Withdrawal Right in Distance Transactions," and other applicable laws. Where this page conflicts with current law, the law shall prevail.

We reserve the right to revise this policy as needed due to changes in law or our operations. Any revisions will be posted on this page without separate individual notice.

If you have any questions about this return policy, please reach out to us using the contact details below. Our customer service team will assist you as soon as possible.