Refund policy
Unfortunately, we are unable to offer refunds or returns for a change of heart, we ask that you consider this at the time of purchase.
At Kosi we pride ourselves on quality assurance and have gone to extensive measures and testing to ensure the highest quality product. If you believe that you have a quality issue that may warrant a return and replacement then please direct your query and concern to info@kosi.au
You have 30 days from receiving the product(s) to begin the return process. For faulty items, we arrange to exchange your product(s) providing you with a replacement or store credit.
To make your claim please send us the following information along with a photo accompanying the details of issue:
- Name
- Product details
- Proof of purchase (including order number)
- Details of issue with product
Please do not dispose of the item(s) until we have exchanged it. 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. We cover the cost of return shipping if you have brought from Australia only, if you’re outside of Australia fees must be covered by you.
Original shipping charges (such as express/international shipping and import taxes) will not be refunded.
Items sent back to us without first requesting a return will not be accepted.
Returns for order of the incorrect size
Yes, we do accept exchanges if your Kosi doesn't fit. However, please note that you will have to cover your return and shipping costs associated with the exchange. To ensure a hassle-free shopping experience, we highly recommend that you carefully measure your waist and refer to our sizing recommendations before making a purchase. This way, you can be confident in selecting the right size and minimise the need for returns or exchanges. Feel free to reach out to our customer support team if you have any further questions or need assistance with measurements.
Non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Please note that we do not accept returns due to overheating and burning of the product. Kosi has been extensively tested and can be safely heated for up to 2 minutes. Please always follow the heating instructions. Never leave your Kosi unattended while heating.
Please note that we do not accept returns based on heat retention. Kosi is a traditional heat pack, with a new & innovative design. Kosi provides superior heat coverage and a more convenient design. The heat retention of Kosi is within the standard of other heat packs on the market. Please note that Kosi requires reheating every 20-30 minutes as needed.
Normal Product Condition – No Return Required
Kosi is filled with natural flaxseeds, and it is normal for our products to arrive with traces of flaxseed dust or small patches of discolouration from the seeds & flaxseed oils. This will not impact the function of your Kosi 💕
