Kokobella believes in helping its customers as far as possible and has, therefore, a liberal cancellation, return and refund policy.
How do I cancel an order on Kokobella?
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team or call us (9:00 AM to 5:30 PM | Mon-Sat, excluding national/ public holidays)
In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
Can the company cancel the order?
Yes, there are circumstances when the company might have to cancel a particular order. Your receipt of electronic or other forms of order confirmation does not signify our final acceptance of your order and Kokobella reserves the right at any time after the receipt of your order to accept or decline your order for any reason.
Although our online stock inventory is programmed to update automatically, Kokobella reserves the right at any time after receipt of your order, to inform you via telephone or email or mobile text about a shortfall in the quantity you ordered of any item. In all such cases, we have the right to either supply you with less than the quantity you ordered or cancel your order with prior notice to you.
When will I get my money back?
In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request. In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
Returns, Replacement and Refunds
How do I return an item purchased on Kokobella?
Kokobella offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
Please call our customer care (9:00 AM to 5:30 PM | Mon-Sat, excluding national/ public holidays) or email us mentioning your Order ID. Please also take a photograph of the product and email us for reference. We will pick up the products within 2-4 business days. We will initiate the refund or replacement process if the products is received by us is unused and undamaged.
Under what conditions is the product NOT eligible for Returns?
Returns will not be accepted under the following conditions:
Product is used or altered
Product is damaged due to misuse/overuse
Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered with.
If the request is initiated after 5 business days of order delivery
Free product provided by the brand
What if the product is received in damaged condition?
Please return the package to the delivery person in case the product/package is tampered with or damaged before delivery. In the unlikely event that any product you have ordered from us is not received in good condition, is damaged or defective please call our customer care (9:00 AM to 5:30 PM | Mon-Sat, excluding national/ public holidays) or email us mentioning your Order ID. Please take a photograph or video of the damaged/defective product and email us for reference. A refund or brand new replacement will be issued to you at no additional cost for all valid complaints.
Note: If it is a case of replacement, it is subject to the availability of stock. In case a replacement may not be available, we will refund you the full amount.
Can I return part of my order?
Yes. A return can be created at the item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
If payment was done by UPI, Debit Credit Card, Net Banking, Wallets then refund will be initiated in the same mode.
Phone: +91 8800 560 583
(Timings: 9:00 AM to 5:30 PM | Mon – Sat, excluding national/ public holidays)