Return & Refund Policy

At KOSHINÉ, your satisfaction, safety, and confidence are important to us.

We are committed to providing quality hair and skin care products, transparent shopping policies, and reliable customer support.

If something isn't right with your order, our team is here to help.

Please review our return and refund policy below before placing your order.

1. Return Policy at a Glance

• 7-Day Return Window: Return requests must be submitted within 7 days of delivery.

• Unopened Products: Eligible products must be unused, unopened, and in their original condition.

• Quality Assurance: We provide appropriate support for verified defective, damaged, leaking, or incorrect products.

• U.S. Orders: U.S. orders are shipped from our designated U.S. warehouse. Contact customer support for return authorization and instructions.

• Customer Support: We aim to respond to initial inquiries within 2 business days.

• Refund Processing: Approved refunds are generally processed within 5–7 business days after the required inspection and approval.

Need assistance?

Email us at support@koshinemall.com.

2. Return Window

Under our standard return policy, return requests must be submitted within 7 days after delivery.

The return window begins on the delivery date recorded by the shipping carrier.

If the carrier provides an exact delivery timestamp, that information may be used to verify the delivery time.

We use the timestamp of the email received by our customer support team to determine whether a return request was submitted within the applicable return period.

Requests submitted outside the standard return window may not qualify for a return unless the product has a verified quality issue or applicable law provides otherwise.

3. Return Eligibility

To qualify for a standard return, the following conditions must be met:

• The return request is submitted within 7 days of delivery.

• The product is unopened, unused, and in its original condition.

• The original packaging, protective seals, labels, and included materials remain intact.

• All original accessories, manuals, complimentary gifts, and included items are returned.

• The return is approved by our customer support team before the product is shipped back.

Products may have additional return restrictions depending on their type, category, or product-specific conditions.

Any special restrictions will be stated on the relevant product page before purchase.

Nothing in this policy limits your statutory rights under applicable consumer protection laws.

4. Opened or Used Products

For health, hygiene, and safety reasons, opened, used, or unsealed cosmetic and personal care products are generally not eligible for returns or refunds for non-quality-related reasons.

This includes products that have been opened or used only once or a few times.

Exceptions may apply when:

• The product has a verified manufacturing or quality defect.

• The product was damaged during delivery.

• An incorrect product was delivered.

• The product does not conform to applicable legal requirements.

• A return, refund, replacement, or other remedy is required by applicable law.

Personal preferences, individual product suitability, or dissatisfaction with results after opening or using a product do not automatically qualify as product quality issues.

We recommend carefully reviewing the product description, ingredients, usage instructions, and precautions before purchasing.

If you are unsure which KOSHINÉ formula is suitable for your needs, please contact us before placing your order.

5. Damaged, Defective, or Incorrect Products

We carefully inspect and package our products before shipment.

However, if you receive an item with a quality issue or fulfillment error, we are here to help.

Please contact us within 7 days of delivery if:

• You received the wrong product.

• Your product arrived damaged.

• The product container is leaking.

• The product has a manufacturing or quality defect.

• An item is missing from your order.

• Your order contains another verified fulfillment error.

When contacting us, please provide:

1. Your order number

2. The email address associated with your order

3. A brief description of the issue

4. Clear photos or videos showing the problem

5. Photos of the product and outer packaging, where applicable

Our customer support team will review the information and may request additional details when necessary.

Once the issue has been verified, we will provide an appropriate solution, which may include:

• Product replacement

• Exchange

• Full or partial refund, where appropriate

• Another suitable remedy

For verified quality issues or fulfillment errors caused by us, KOSHINÉ will cover reasonable shipping costs associated with an approved return or exchange.

In certain cases, we may resolve a verified issue without requiring the product to be physically returned.

Please do not send any products back without receiving return authorization.

Any longer statutory reporting periods or consumer remedies required by applicable law remain unaffected.

6. How to Request a Return

Step 1 — Contact Customer Support

Send an email to:

support@koshinemall.com

Please include:

• Your order number

• Your purchase email address

• The reason for your return request

• Relevant photos or videos, if applicable

Step 2 — Receive an Initial Response

Our customer support team operates on business days only.

We aim to respond to initial inquiries within 2 business days, excluding weekends and public holidays.

Please note that our response target refers to the initial customer service reply.

Complex cases involving product quality assessments, shipping verification, or other investigations may require additional processing time.

Step 3 — Receive Return Authorization

Our team will review your request and confirm whether your order is eligible for return.

If approved, we will provide the appropriate return instructions and designated return address, where physical return shipping is available and required.

The return address may differ from the original shipping address.

Step 4 — Arrange the Return

For approved non-quality-related returns, customers are responsible for applicable return shipping costs.

Please use a trackable shipping service where physical return shipping is required.

Keep your tracking information and shipping receipt until the return has been completed.

Step 5 — Refund Review

Once the approved returned product has been received and inspected, we will notify you of the refund decision.

If a physical return is not required, we will provide further instructions regarding the applicable resolution.

Approved refunds will be processed according to the refund terms below.

7. Return Shipping & Warehouse Information

U.S. Orders

Orders within the United States are fulfilled through our designated U.S. warehouse.

If you wish to request a return, please contact our customer support team at support@koshinemall.com within 7 days of delivery.

Our team will review your request and, if approved, provide the appropriate return instructions and designated return address.

For non-quality-related returns:

• Customers are responsible for return shipping costs.

• Original shipping fees are generally non-refundable.

• Products must meet our standard return eligibility requirements.

• Return shipping must not be arranged without prior authorization.

For verified product defects, shipping damage, leakage, or fulfillment errors caused by us, KOSHINÉ will cover the reasonable shipping costs associated with an approved return or exchange.

Please do not return any products to the original sender address without authorization.

International Orders

Orders outside the United States may be fulfilled through our Hong Kong warehouse or other designated fulfillment locations.

Return arrangements may vary depending on the shipping origin, destination, and applicable logistics restrictions.

Certain orders shipped from Hong Kong cannot be physically returned across international borders due to logistics restrictions.

If you wish to request a return for an international order, please contact support@koshinemall.com before arranging any shipment.

Our team will review your request and determine the available options based on:

• Return eligibility

• Product condition

• Shipping destination

• Applicable logistics restrictions

• Applicable consumer protection laws

Where physical returns are unavailable, our team will review eligible requests and provide an appropriate solution in accordance with this policy and applicable law.

Physical return restrictions do not remove any mandatory refund, replacement, or other consumer rights provided by law.

8. Return Shipping Costs

Non-Quality-Related Returns

Non-quality-related returns may include:

• Change of mind

• Ordering the wrong product

• No longer needing the product

• Personal preference

• Concerns about product suitability after purchase

• Other reasons unrelated to a verified product defect

For eligible non-quality-related returns:

• Customers are responsible for applicable return shipping costs.

• Original shipping charges are generally non-refundable.

• Customs duties, import taxes, brokerage fees, clearance fees, and other delivery-related charges are generally non-refundable.

• Refunds generally cover the eligible product price only.

Exceptions apply where required by applicable law.

Quality-Related Returns

For verified manufacturing defects, product damage, leakage, incorrect items, or fulfillment errors caused by us, KOSHINÉ will cover the reasonable shipping costs associated with the approved return or exchange.

Please contact customer support before arranging return shipping.

Unauthorized return shipping expenses may not be reimbursed.

For customer-arranged return shipments, we are not responsible for packages lost, damaged, or delivered to an incorrect address during transit, except where required by applicable law.

9. Non-Returnable Items

The following items are generally not eligible for standard returns:

• Opened, used, or unsealed cosmetic and personal care products

• Products with broken seals or signs of tampering

• Products with incomplete original packaging or missing included items

• Clearance or final-sale items identified before purchase

• Complimentary gifts and promotional products

• Products marked as non-returnable before purchase

• Products subject to special return restrictions disclosed before purchase

• Items returned without prior authorization

These restrictions do not apply where a product has a verified defect, was incorrectly supplied, or where applicable law requires a return, refund, replacement, or another remedy.

Wholesale and distributor orders may be subject to separate written agreements and are not necessarily covered by this standard consumer return policy.

10. Exchanges

Eligible items may be exchanged, subject to prior approval from our customer support team and provided that the order has not yet been shipped.

Non-Quality-Related Exchanges

For exchanges requested because of personal preferences or ordering errors:

• Customers are responsible for applicable return shipping costs.

• Customers are responsible for shipping costs associated with the replacement product.

• Any price difference will be confirmed before the replacement order is shipped.

If the replacement costs less than the original item, the applicable difference will be refunded.

If the replacement costs more, the additional payment must be completed before shipment.

Quality-Related Exchanges

For verified defects, damaged products, incorrect items, or fulfillment errors caused by us, KOSHINÉ will cover the reasonable shipping costs associated with the approved exchange.

11. Refund Processing

Once we receive and inspect an approved returned product, we will notify you of the refund status by email.

If a refund is approved:

• The refund will be issued to your original payment method.

• We will generally process the refund within 5–7 business days after the required inspection and final approval.

• Your bank, credit card issuer, or payment provider may require additional time to post the refund to your account.

For eligible cases where physical return shipping is not required, the refund processing period begins after the refund has been approved.

For non-quality-related returns, refunds generally cover the eligible product price only, excluding non-refundable shipping fees and other applicable charges.

Where applicable law requires a different refund amount, method, or processing deadline, those legal requirements will take precedence.

If you have not received your refund after the applicable processing period, please contact support@koshinemall.com.

12. Order Cancellations

If you need to cancel or modify your order, please contact us as soon as possible at:

support@koshinemall.com

If your order has not yet been processed or shipped, we will make reasonable efforts to accommodate your request.

Once an order has been processed, shipped, or handed over to the carrier, cancellation may no longer be possible.

After delivery, you may request an eligible return according to this policy and your applicable statutory rights.

13. Product Discomfort or Adverse Reactions

Your safety and well-being are important to us.

If you experience irritation, discomfort, or a suspected adverse reaction after using a KOSHINÉ product, please stop using it and contact our customer support team.

Seek appropriate medical attention if symptoms are significant or persistent.

To help us review your concern, we may request:

• Your order number

• Product name

• Product batch or lot number

• Product photos

• A description of the symptoms

• Relevant product usage information

Individual sensitivity, personal suitability, or dissatisfaction with product results does not automatically establish a manufacturing defect.

Each report will be reviewed in accordance with our product quality procedures and applicable laws.

Where a verified defect or applicable consumer protection law requires a refund, replacement, or other remedy, we will provide the appropriate resolution.

14. International Shipping, Customs & Duties

International shipments may be subject to customs duties, import taxes, brokerage fees, clearance charges, or other fees imposed by the destination country or region.

Unless expressly included in the purchase price or stated at checkout, these charges are generally the customer's responsibility.

Customers are responsible for:

• Providing accurate shipping information

• Completing any required customs clearance

• Paying applicable duties and taxes

• Collecting the package within the required period

If an order cannot be delivered because of incorrect or incomplete shipping information, refusal of delivery, failure to collect the package, incomplete customs clearance, or unpaid duties, the original shipping fee and related delivery charges are generally non-refundable.

If the package is returned to us and qualifies for a refund after inspection, the refund will generally cover the eligible product value, excluding non-refundable shipping and related charges.

If unusually high import charges or customs restrictions affect your shipment, please contact us before refusing delivery.

We will review the circumstances and determine whether a replacement shipment or another appropriate solution is available.

These provisions are subject to applicable consumer protection laws.

15. European Union Consumer Rights

If you are a consumer located in the European Union and applicable EU consumer protection law applies to your purchase, you may have a statutory 14-day right of withdrawal for qualifying online purchases.

The withdrawal period generally begins on the day you or a third party designated by you receives the goods.

To exercise this right, please contact support@koshinemall.com within the applicable statutory withdrawal period.

After notifying us, you must return eligible goods within the period required by applicable law.

Return Shipping Costs

For returns due to a change of mind or other non-quality-related reasons:

• Customers are responsible for the direct cost of returning eligible products, provided this responsibility was properly disclosed before purchase.

• Original shipping charges are generally non-refundable except where reimbursement is required by applicable law.

• Additional charges for expedited or premium delivery services are non-refundable to the extent permitted by law.

• Customs duties, import taxes, clearance fees, and other third-party charges are subject to applicable law and the rules of the relevant authorities.

For a valid statutory withdrawal, KOSHINÉ will reimburse the payments required by applicable law, including eligible standard outbound delivery charges.

Hygiene & Product Safety

For health and hygiene reasons, sealed cosmetic or personal care products that are unsuitable for return may be exempt from the statutory withdrawal right once unsealed after delivery, where the applicable legal exemption applies.

Defective or Incorrect Products

If a product is defective, damaged, incorrect, or not as described, your statutory consumer rights remain unaffected.

Where required by law, KOSHINÉ will provide an appropriate remedy without charging the consumer for necessary return or replacement shipping.

Refunds will be processed within the timeframe required by applicable EU law.

Nothing in this policy limits your mandatory consumer rights.

16. United Kingdom Consumer Rights

If you are a consumer located in the United Kingdom and applicable UK consumer protection law applies to your purchase, you may have a statutory right to cancel a qualifying online purchase within 14 days after receiving the goods.

After notifying us of your cancellation, you generally have another 14 days to return eligible items.

To request a cancellation or return, please contact support@koshinemall.com.

Return Shipping Costs

For returns due to a change of mind or other non-quality-related reasons:

• Customers are responsible for direct return shipping costs, provided this responsibility was properly disclosed before purchase.

• Original shipping charges are generally non-refundable except where reimbursement is required by applicable law.

• Additional costs for premium or expedited delivery services are non-refundable to the extent permitted by law.

• Customs duties, import taxes, clearance fees, and other third-party charges are subject to applicable legal requirements.

For a valid statutory cancellation, KOSHINÉ will refund the payments required by UK consumer law, including eligible standard outbound delivery charges.

Hygiene & Product Safety

Sealed cosmetic or personal care products that are unsuitable for return for health or hygiene reasons may be exempt from statutory cancellation rights once unsealed after delivery, where the applicable legal exemption applies.

Defective or Incorrect Products

Your statutory rights regarding faulty, damaged, incorrect, or misdescribed products remain unaffected.

Where required by law, KOSHINÉ will provide an appropriate remedy without charging the consumer for necessary return or replacement shipping.

Refunds will be processed within the timeframe required by applicable UK law.

Nothing in this policy limits your mandatory consumer rights.

17. Customer Support

We are committed to making your KOSHINÉ shopping experience as smooth and transparent as possible.

Whether you have a question about a product, need assistance with an order, or wish to request a return, our customer support team is here to help.

Email: support@koshinemall.com

Website: https://www.koshinemall.com

Customer Support Availability: Business days only, excluding weekends and public holidays.

Initial Response Target: Within 2 business days of receiving your inquiry.

Please note that the initial response target does not guarantee that all cases will be fully resolved within 2 business days.

Some requests may require additional time for product inspections, logistics verification, or further investigation.

Thank you for choosing KOSHINÉ.

Effective Date: January 1st, 2026