Last updated: 1 November 2026

At KOKOPRIME, we want you to love every piece you buy. If something isn’t right, this policy explains how to return it. It does not affect your statutory rights as a consumer.

1. 30-day returns

You can return most items within 30 days of receiving them for a full refund of the item price. You also have a legal right to cancel any online order within 14 days of delivery without giving a reason. Sale and clearance items are covered in the same way as full-price items.

2. Condition of returned items

Please return items unused, in their original condition and packaging where possible, with all parts and accessories. If an item has been used or damaged beyond what is needed to inspect it (as you would in a shop), we may reduce your refund to reflect the loss in value.

3. Items we cannot accept back (unless faulty)

• Items made or personalised to your specification
• Earrings and other pierced jewellery, if the hygiene seal has been removed
• Gift cards

4. Return postage

• UK orders: we provide a prepaid return label for eligible returns.
• Large items (e.g. redwood furniture, mahjong tables): please contact us first so we can arrange collection.
• International orders: return postage is paid by the customer unless the item is faulty, damaged or incorrect.
• Please keep your proof of postage until your refund has been processed.

5. Faulty, damaged or incorrect items

If your item arrives damaged, faulty or not as described, please contact us as soon as possible with your order number and photos. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days of delivery, and to a repair or replacement after that. We cover all return costs for faulty items. We recommend checking ceramics and porcelain on arrival and keeping the packaging until you have done so.

6. Refunds

We will refund you within 14 days of receiving the returned item, or of you providing evidence that you have sent it back, whichever is sooner. Refunds go to your original payment method. If you cancel within 14 days, we will also refund the original standard delivery charge.

7. How to start a return

Email contact@kokoprime.co.uk or call +44 20 3355 5628 / +44 7888 871716 with your order number, the item(s) you want to return and the reason for the return (optional for change-of-mind returns). We will reply with the return address and next steps.

8. Late or missing refunds

If you have not received your refund within 10 working days of our confirmation, please check with your bank or card provider first, then contact us and we will look into it straight away.

9. Contact

KOKOPRIME LIMITED
30–36 Cross Stamford Street, Leeds, LS7 1BA
Email: contact@kokoprime.co.uk
Phone: +44 20 3355 5628 / +44 7888 871716
Company number 16148440, registered in England and Wales.

This policy is governed by the laws of England and Wales. Changes to this policy do not affect orders placed before the change.