Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us via our contact us page. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a Return Authorisation (RA) number will not be accepted.

Returns in store
All products for return must be identified to the service desk upon entry into the store.

Products purchased online, over the phone or through our sales network may only be returned to our store if you have been given an RA number.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photographs of damaged items are required to assist us in processing your claim. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, Koch will offer you a credit note or refund provided that:

* You meet the returns policy criteria.

* Goods are returned at customer's expense.

Incorrect or missing items
If you have received an incorrect item or an item was missing, please contact our customer care department 1300 555 624.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us via our contact us page.