Refund policy

Your right to change your mind

You have 14 days from the day your order arrives to tell us you would like to cancel, and a further 14 days to send it back. Email info@luxehairbykoko.com with your order number to start a return.

What we can accept back

Hair must be returned unopened, still sealed, and in its original packaging. For hygiene reasons we cannot accept hair once the pack has been opened. This is permitted under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exclude sealed goods that are unsuitable for return on health or hygiene grounds once unsealed.

Please open only what you need. If you have ordered a Full Head Kit and want to check the colour, open a single pack and keep the rest sealed. We can refund the unopened packs.

Return postage

You pay the cost of returning an item if you have simply changed your mind. We recommend a tracked service, as we can only refund items that reach us. If an item is faulty, damaged, or not what you ordered, we cover the return postage in full.

Refunds

Once your return arrives and we have checked it, we will refund you within 14 days to your original payment method. Where you are cancelling under your 14-day right, we will also refund the standard delivery charge you paid on the way out.

Faulty, damaged or wrong items

If something arrives faulty, damaged, or is not what you ordered, email us within 30 days with your order number and a photo. We will replace it or refund you in full, including postage both ways. This is in addition to your rights under the Consumer Rights Act 2015, and nothing in this policy affects your statutory rights.

Sale items

Items bought in a sale or with a discount code are returned on exactly the same terms as everything else. You will be refunded the amount you actually paid.

How to start a return

Email info@luxehairbykoko.com with your order number and we will send you the return address and instructions.