Returns & Refunds Policy
Your satisfaction is our priority. Easy returns, full refunds, no questions asked within 30 days.
30-Day Satisfaction Guarantee
Not completely satisfied? Return any product within 30 days for a full refund.
Our Returns Promise
At Kohenor, we stand behind every product we sell. If you’re not completely satisfied with your purchase, we make returns simple and stress-free. Whether you received a defective item, changed your mind, or simply aren’t happy with your purchase, we’re here to help.
Free Returns for: Defective, damaged, or incorrect items. We cover all return shipping costs for issues caused by us or our suppliers.
Return & Refund Options
Standard Returns
Within 30 days of delivery
Changed your mind? No problem. Return unopened, unused items in original packaging for a full refund minus return shipping costs.
Exchanges
Wrong size or product?
We’ll exchange your item at no extra cost. Just contact our team and we’ll arrange a replacement shipment.
Defective/Damaged
Free returns + full refund
Received damaged or defective products? We’ll provide a prepaid return label and issue a full refund or replacement immediately.
How to Return an Item
Simple 3-step process
Contact Us
Email returns@kohenor.com with your order number and reason for return. We’ll respond within 24 hours with instructions.
Pack & Ship
Securely pack your item(s) in original packaging. Use the return address we provide. For defective items, we’ll send a prepaid label.
Get Refund
Once we receive and inspect your return (2-5 business days), we’ll process your refund. Money back in 5-10 business days.
Return Policies by Region
🇬🇧 United Kingdom Returns
Return Window: 30 days from delivery
Consumer Rights: Full UK Consumer Rights Act 2015 protection—14-day cooling off period for distance selling
Return Shipping: Customer pays return postage for change-of-mind returns; we cover costs for defective/incorrect items
Refund Method: Original payment method within 14 days of receiving your return
🇪🇺 European Union Returns
Return Window: 30 days from delivery (14 days minimum per EU Distance Selling Directive)
Consumer Rights: Full EU consumer protection applies
Return Address: Provided via email—items returned to UK address
Customs: We handle all customs paperwork for returns; no additional fees to you
🇺🇸 United States Returns
Return Window: 30 days from delivery
Return Shipping: Customer pays return postage unless item is defective
Return Address: Provided via email upon return request
Refund Processing: 5-10 business days after we receive your return
🌍 International Returns
Return Window: 30 days from delivery
Important: Customer responsible for return shipping costs and any customs fees. We recommend insured shipping with tracking for international returns.
Refund Information
What Gets Refunded: Full product price + original shipping costs (if item was defective/incorrect). For change-of-mind returns, we refund the product price only.
Refund Timeline:
- We inspect returned items within 2-5 business days of receipt
- Refund processed within 24 hours of approval
- Money appears in your account within 5-10 business days (depending on your bank/payment provider)
Refund Method: All refunds issued to your original payment method (credit card, PayPal, etc.). We cannot issue refunds to different payment methods or accounts.
Items We Cannot Accept for Return
- Opened supplements or vitamins (due to health and safety regulations—unopened items accepted)
- Used or opened skincare/beauty products (hygiene reasons—unless defective)
- Items without original packaging or missing components
- Clearance/final sale items (clearly marked on product pages)
- Returns after 30 days from delivery date (contact us anyway—we may make exceptions)
Health & Safety Note: Due to UK, EU, and international health regulations, we cannot resell opened ingestible products (vitamins, supplements, consumables). We accept returns of unopened items only, unless the product is defective.
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item:
- Contact us immediately at returns@kohenor.com with photos of the damage/defect
- We’ll provide a prepaid return label (no cost to you)
- Choose your solution: Full refund or free replacement shipped immediately
- Ship the item back using our prepaid label—we’ll process your refund/replacement as soon as it’s scanned by the carrier
Priority Handling: Defective/damaged item claims are processed urgently—usually resolved within 48 hours of your initial contact.
Late or Missing Orders
Order hasn’t arrived? If your tracking shows delivery but you haven’t received your package:
- Check with neighbors or household members
- Verify the delivery address in your order confirmation
- Contact us at support@kohenor.com within 48 hours of marked delivery
- We’ll file a claim with the carrier and issue a replacement or refund
Order significantly delayed? If your order hasn’t arrived within the estimated delivery window + 7 business days, contact us. We’ll investigate and offer a refund or reshipment.
Product Quality Issues
Quality is our top priority. If a product doesn’t meet your expectations due to quality issues:
- Supplements that arrived melted/damaged due to shipping—full refund or replacement
- Products that don’t match description—full refund + return shipping covered
- Expired products (should never happen, but if so)—immediate refund + replacement
- Quality concerns with effect/ingredients—we’ll work with you to find a solution
Questions About Returns?
Our returns team is here to help:
Returns Email: returns@kohenor.com
General Support: support@kohenor.com
Response Time: Within 24 hours (Monday-Friday, UK business hours)
Pro Tip: Include your order number, item details, and photos (if applicable) in your first email. This helps us resolve your return request faster!
Need to Start a Return?
Contact our returns team and we’ll guide you through the process step-by-step.
Email Returns TeamReturns & Refunds Policy last updated: February 2025