Refund policy

How does it work?

Contact us within 30 days if you are not satisfied with the item and want to return.  Shipping fees are non-refundable, returning the items are at the customer's cost and responsibility. Returns must be sent back to Kokoon within 14 days of our team providing return instructions. T&Cs apply. 

Who do I contact for a return?

Contact us through our help-desk website and submit a support ticket there. You will need to provide your order details and the reason why you’d like a refund.

How long does the refund take?

Please note, the return process is not immediate and it can take several days for us to receive the returned unit and inspect it, before issuing a replacement or refund. Presently, our returns and distribution processes, in all regions, continue to be effected by COVID19, meaning waiting times are slightly longer than usual.

Once issued, refunds will take between 5-10 days to appear in you bank account, from the date the returned unit is received. We would ask that customers refrain from submitting multiple support requests about their return as it increases support waiting times and means we’re unable help everyone as quickly.

Do I need to send back the packaging?

When making a return, the following items must be included in the box, if you purchased the Relax Headphones: Headphones, Carry Case, Green Kokoon box, Eye mask, Micro-USB charging cable, Audio cable, Manual, Safety Instructions, Welcome Card.

What if I didn’t buy from the Kokoon website?

Kokoon Headphones bought from our retail partners or other providers are not eligible for the 30-day return. If you are considering a return, please contact them first. If you purchased from Kickstarter or Indiegogo, you will need to contact us within 14 days if you are not satisfied with the item and want to return.


Updated 08/09/2022