Returns Information

At Kookaglow, we aim to ensure your satisfaction with every purchase. If you need to return or exchange an item, here’s what you need to know:

Eligibility for Returns and Exchanges
We offer a 30-day window for returns or exchanges with a valid proof of purchase. Returned items must meet the following criteria:

  • Condition: Products must be unused, unopened, and in their original packaging, free from damage.
  • Timeframe: Requests must be initiated within 30 days from the delivery date.

Restocking Fee for Change of Mind
For returns due to a change of mind, a restocking fee of 3% applies. This fee is calculated based on the total value of the returned items and will be deducted from your refund.

How to Initiate a Return or Exchange
To begin the return process, contact our Customer Service team at hello@kookaglow.com.au

Be sure to include your order number and reason for the return or exchange.

IMPORTANT: Do not return anything without contacting us first.

Delivery Costs for Returns

  • Unwanted Items: Customers are responsible for the cost of shipping items back to us.
  • Damaged or Incorrect Items: If your order arrives damaged or incorrect, Kookaglow will cover the return shipping costs.

Processing Refunds
Once we receive and inspect the returned item, refunds will be issued to the original payment method. Please allow up to 10 working days for refunds to appear on your statement, depending on your financial institution.

Damaged or Faulty Goods
If your order arrives damaged or with defects, notify us within 14 days of delivery. Please include:

  • Your order number.
  • Photos of the damage.
  • A brief description of the issue.

Email us at hello@kookaglow.com.au

We will arrange for the damaged items to be returned and offer either a replacement or a full refund, whichever you prefer.

Returning Damaged Items
Once we confirm your claim, we will provide the return address and cover the shipping cost for damaged goods. Please ensure the items are returned promptly to avoid delays in processing your replacement or refund.

Thank you for shopping with Kookaglow! Your satisfaction is our top priority, and we’re here to make returns and exchanges as simple as possible. For further assistance, don’t hesitate to reach out to our friendly team at hello@kookaglow.com.au.