Return Policy
At koshinemall.com, customer satisfaction is important to us. We accept eligible return requests under the terms below.
Return eligibility may vary depending on the product type, product category, and the description shown on the product page. If a product page states special return restrictions, the product page description at the time of purchase will apply, unless otherwise required by applicable law.
This policy does not limit any statutory rights you may have under applicable consumer protection laws.
Return Window
For our standard return policy, return requests must be submitted within 7 days after delivery.
The 7-day return window begins from the time the carrier tracking information shows the package as delivered or signed for. If the carrier tracking only shows a delivery date without an exact time, the delivery date shown by the carrier will be used.
To determine whether a return request was submitted within the return window, we will refer to the timestamp of the email received by our customer service team.
Return Eligibility
To be eligible for a return under our standard policy, the item must meet all of the following conditions:
The return request must be submitted within 7 days after delivery.
The item must be unopened, unused, and in its original condition.
The item must be returned with its original packaging, labels, seals, accessories, manuals, gifts, and any included items.
The return must be approved by our customer service team before the item is shipped back.
For health, hygiene, and safety reasons, opened, used, unsealed, or tampered cosmetic products cannot be returned for non-quality reasons.
Products that have been opened or used, including products used only a few times, are not eligible for return unless there is a confirmed product quality issue or unless otherwise required by applicable law.
Non-Quality Issue Returns
Returns caused by reasons other than product quality issues are considered non-quality issue returns. Examples include, but are not limited to:
- Change of mind
- Ordering the wrong item
- No longer wanting the product
- Personal preference
- Concerns about product suitability after purchase
- Dissatisfaction with product results after opening or using the product
- Incorrect shipping information provided by the customer
- Failure to collect the package
- Refusal to accept delivery
- Failure to complete customs clearance or pay applicable duties or taxes
For non-quality issue returns:
Original shipping fees are non-refundable, unless otherwise required by applicable law.
Return shipping costs are the responsibility of the customer.
Any customs duties, import taxes, clearance fees, brokerage fees, or delivery-related charges are non-refundable.
Refunds will cover the eligible product price only, excluding shipping fees and other related charges.
Customers must ship the return package at their own cost using a trackable shipping method.
We are not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address during return shipping.
Quality Issue Returns
If your order has a confirmed quality issue or fulfillment error, such as receiving the wrong item, damaged product packaging, liquid leakage, a defective item, or another issue caused by us, we will cover the reasonable shipping costs required for the approved return or exchange.
Please contact us within 7 days after delivery and provide:
- Your order number
- The email address used for the order
- Clear photos or videos showing the issue
- Photos of the outer shipping package and product packaging
- A brief description of the problem
- After reviewing and confirming the issue, we will provide the appropriate return, exchange, replacement, refund, or other solution by email.
Please do not ship any item back before receiving return instructions from us. Unapproved return shipping costs may not be reimbursed.
Non-Returnable Items
The following items are not eligible for return under our standard policy, unless there is a confirmed product quality issue or unless otherwise required by applicable law:
- Opened or used products
- Products with broken seals, damaged packaging, or signs of tampering
- Clearance items
- Wholesale orders
- Free gifts or promotional items
- Products marked as non-returnable on the product page
- Products with special return restrictions stated before purchase
- Items returned without prior approval from our customer service team
Wholesale orders may be subject to separate terms and are not covered by our standard consumer return policy unless otherwise agreed in writing.
Return Process
To request a return, please email us at:
support@koshinemall.com
Please include your order number, the email address used for your order, the reason for return, and supporting photos or videos if applicable.
Our customer service team will review your request and confirm whether the item is eligible for return.
If your return is approved, we will provide return instructions and the return warehouse address by email.
The default return destination is our Hong Kong warehouse. The exact return address will be provided only after your return request has been approved.
Please do not send any item back without prior approval. Unauthorized returns may be refused and may not be eligible for refund.
Returns sent to the sender address shown on the package without our approval may not be accepted.
Exchanges
Eligible items may be exchanged after approval by our customer service team.
For exchanges caused by non-quality issues:
The customer is responsible for return shipping costs.
The customer is responsible for the shipping fee of the replacement item.
If there is a price difference between the original item and the replacement item, we will either refund the difference or request payment for the additional amount before shipping the replacement.
For exchanges caused by confirmed product quality issues, such as wrong item, damaged packaging, leakage, or defective product, we will cover the reasonable shipping costs required for the approved exchange.
Refunds
Once we receive and inspect your approved returned item, we will notify you by email regarding the refund status.
If the return is approved after inspection, the refund will be processed to your original payment method within 5-7 business days.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
For non-quality issue returns, refunds will cover the eligible product price only. Original shipping fees, return shipping costs, customs duties, import taxes, clearance fees, brokerage fees, and other delivery-related charges are non-refundable unless otherwise required by applicable law.
Customs, Duties, and Import Charges
Product prices do not include customs duties, import taxes, clearance fees, brokerage fees, or other charges collected by customs authorities, carriers, or local agencies, unless expressly stated on the product page or at checkout.
These charges are determined by the destination country or region and are generally the customer’s responsibility.
Customers are responsible for providing accurate shipping information and completing any required customs clearance.
If a package cannot be delivered because the customer refuses delivery, fails to collect the package, provides incorrect or incomplete shipping information, fails to complete customs clearance, or refuses to pay applicable duties or taxes, the original shipping fee and related delivery costs are non-refundable.
If the package is returned to us and is eligible for refund after inspection, the refund will cover the product price only, excluding shipping fees, duties, taxes, clearance fees, return shipping costs, and other related charges.
If a package is affected by destination customs policies or customs clearance procedures and results in abnormally high duties or import-related charges, please contact us before refusing the package or requesting a refund. We will review the situation and may offer a free replacement shipment or another appropriate solution.
If you choose to request a refund instead of accepting a replacement shipment, shipping fees are non-refundable. The refund will cover the product value only, excluding shipping fees, customs duties, import taxes, clearance fees, and any other delivery-related charges, unless otherwise required by applicable law.
EU Customer Rights
If you are a consumer located in the European Union and applicable EU consumer law applies to your purchase, you may have a statutory 14-day right of withdrawal for online purchases.
The 14-day withdrawal period generally begins from the day you, or a third party designated by you, receive the goods.
To exercise this right, you must notify us within the statutory withdrawal period by email at support@koshinemall.com.
After notifying us of your withdrawal, you must return the goods within the period required by applicable law.
For non-quality issue withdrawals, you are responsible for the direct cost of returning the goods, unless we have agreed to bear that cost or applicable law requires otherwise.
If the withdrawal is valid and the returned goods are eligible, we will refund the product price and the standard outbound delivery cost you paid, if any. If you chose a more expensive delivery option than the standard delivery option offered by us, the additional delivery cost will not be refunded.
For health and hygiene reasons, sealed cosmetic products that have been opened after delivery are not eligible for withdrawal returns, unless the product is faulty, damaged, incorrect, not as described, or unless otherwise required by applicable law.
Your statutory rights for faulty, damaged, incorrect, or not-as-described goods are not affected.
UK Customer Rights
If you are a consumer located in the United Kingdom and applicable UK consumer law applies to your purchase, you may have a statutory right to cancel an online order within 14 days after receiving the goods.
After telling us that you wish to cancel, you generally have another 14 days to return the goods.
If the cancellation is valid and the returned goods are eligible, we will refund you within the period required by applicable law after receiving the returned goods.
For eligible statutory cancellations, we will refund the product price and the standard outbound delivery cost you paid, if any. If you chose a more expensive delivery option than the standard delivery option offered by us, the additional delivery cost will not be refunded.
For non-quality issue cancellations, you are responsible for the return shipping cost, unless we have agreed to bear that cost or applicable law requires otherwise.
For health and hygiene reasons, sealed cosmetic products that have been opened after delivery are not eligible for cancellation returns, unless the product is faulty, damaged, incorrect, not as described, or unless otherwise required by applicable law.
Your statutory rights for faulty, damaged, incorrect, or not-as-described goods are not affected.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
support@koshinemall.com
If the order has not yet been processed or shipped, we will try to cancel it and issue a refund.
If the order has already been processed, shipped, or handed over to the carrier, it cannot be cancelled. You may request a return after delivery according to this policy.
Product Discomfort or Adverse Reactions
If you experience discomfort, irritation, or a suspected adverse reaction, please stop using the product and contact us.
We may ask for your order number, product photos, batch or lot number, usage details, and other information needed for review.
Individual suitability, personal sensitivity, or dissatisfaction with results after opening or using the product is not automatically considered a product quality issue unless a product defect is confirmed or unless otherwise required by applicable law.
Contact Us
If you have any questions or need help with a return, exchange, refund, or order issue, please contact us at:
support@koshinemall.com
Effective Date: June 4, 2026
