Refunds and Returns

Last updated: February 23, 2023 

Please note that all products purchased are final sale and cannot be returned or exchange. If the product is damaged, please contact shop@kohai.com and a team member will reach out to you.

Damaged Product

Please film an unboxing video immediately after receiving your order to ensure you have video proof of any potential issues. You must check that you have received all the correct item(s) before unwrapping the products. If a product is visibly damaged/defective/incorrect on its exterior, please do not unwrap the products. 

If you have received a damaged, defective, incorrect product or are missing an item(s), please email shop@kohai.com within 7 days of when the shipment was marked as delivered by the courier. Please provide your first and last name, order number, explanation of issue, unboxing video, and preference of resolution (refund, exchange, or replacement of missing item).

For damaged/defective/incorrect items(s), our team will review the details, and once you are approved for a return/exchange, our team will send you a prepaid return label for the item being returned/exchanged. Upon receiving the returned item(s), our team will review and issue immediate assistance in the form of: full refund (including shipping) or replacement – whichever solution fits the reason for return/exchange.

For products with visible, obtrusive exterior damages/defects and or incorrect item(s) received, please contact us first and DO NOT UNWRAP/UNSEAL/OPEN the product. If the product is unwrapped/unsealed/opened, we will not be able to accept/honor your return/exchange request.

Outer box/case/sleeve/cover of an item is made for protecting the product underneath. Damage (crushing, tearing, puncturing), spots, scratches, flaws, discoloration, etc. may occur due to the nature of the material or during the manufacturing/packaging/delivery process and cannot be a reason for exchange or return. Any fine spots, scratches, flaws, or textural conditions that cannot be seen be/identified from a 30cm distance cannot be a reason for exchange or return. Due to the thin paper material of magazines, some corners may natural curl, bend, fold, or slightly tear during packaging/delivery and cannot be a reason for exchange or return.

For missing items, instead of a return, we will review the Unboxing Video and issue a full refund (if the item is out-of-stock) or send a new shipment out as soon as possible.

Please email shop@kohai.com before shipping the returned item to let us know that you are sending back the item so that our team can keep an eye out for the package. Once the item is received back, our team will examine the item to conclude the condition of the product and issue the refund within 5-7 business days. Refunds will be issued back to the original form of payment used for the purchase, and typically takes about 3-5 business days for the refund to fully process, but this may vary per bank.