Refund Policy

1. Refund Eligibility

Refunds are available for orders that are cancelled before shipment, products that arrive damaged or defective, or orders that do not arrive within the estimated delivery window plus 14 days. Refund requests must be submitted within 30 days of the order date.

2. Cancellation Before Shipment

If you cancel your order before it has been shipped, a full refund will be issued to your original payment method within 5-7 business days.

3. Damaged or Defective Products

If your product arrives damaged or defective, contact us within 7 days of delivery with photos and a description of the issue. We will arrange a replacement or issue a full refund, including return shipping costs.

4. Non-Delivery

If your order does not arrive within the estimated delivery window plus 14 days, contact us with your order number and tracking information. We will investigate with the carrier and issue a refund or resend the order at no additional cost.

5. Refund Processing Time

Approved refunds are processed within 5-7 business days. The time for the refund to appear in your account depends on your payment method and bank: card payments (5-10 business days), bank transfers (7-14 business days), mobile money (3-5 business days).

6. Non-Refundable Items

Items marked as final sale, digital products, and products that have been used or damaged by the customer are not eligible for refunds.

7. How to Request a Refund

To request a refund, email us at support@kcoglobalonlinemarket.com with your order number, reason for the refund, and any supporting documentation. Our team will review your request within 48 hours.