What is your return policy?
Return Process
At hotkoko, we stand behind the quality of our products and are confident you will love the feel of your new duvet. If you are unhappy with your order, we will gladly accept returns for items purchased on our site within 30 days of delivery. To be eligible for a refund, the product must be returned in the original packaging received and free of stains and/or damage.
All returns will be refunded to the original method of payment or issued through store credit. If for any reason, your original form of payment is no longer active or able to process the refund, you will receive store credit for the same amount. If you were the recipient of a product as a gift, returns shall be honored if requested within thirty (30) days of delivery and refunds shall be issued in the form of store credit or to the original purchaser.
Return shipping fees from the United States will be covered by hotkoko. Once your return has been reviewed by our Customer Experience team, a shipping label will be sent to you in 24 - 48hrs by email. Customers are able to monitor their returns or exchanges by visiting the self-serve return portal at any time. Items sent back without submitting through the self-service return portal will not be accepted.
Refunds
After your return is received, you'll be refunded automatically to the original method of payment. Refund confirmation will be sent to you. Please note in some cases, it may take up to 5-14 business days for your bank or credit card company to process and post the refund.
Gift cards may not be redeemed for cash or refunded. All returned items purchased using a gift card will be refunded as credit back onto a gift card.
Orders purchased via PayPal will only be eligible for a refund to your PayPal account.
Exchanges
If the new item is of higher value, the price difference must be paid. If exchange for items of lower value, the price difference will be refunded. Exchanges will be processed upon receipt of the original item.
Damages
Please inspect your order carefully upon receipt and if the product is defective, damaged or if you receive the wrong product, please contact our Customer Experience team at service@hotkoko.top or connect with a live chat agent so we can find the best solution for you.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
