Return Policy

Return Policy has a return policy. You can request to return a purchased product for exchange or refund within 14 days from its date of purchase, subject to the following terms and conditions of’s return policy.

The returned products must be sealed, unused and in its original condition; original packing with all its accessories, manuals and warranty cards. The original invoice or receipt is required for all returns and exchanges.

It is necessary to indicate the reason of the product’s return. In case of return or exchange for no particular or reasonable reason, such as; dislike of the purchased product, the purchased product does not suit the customer, the customer changes his mind on keeping the purchased product, mistaken about the purchased product, etc… there will be 3.000 kd delivery fees which will be charged on the customer.

If you receive a damaged, defective or counterfeit product, you can return the affected product within 3 days from its date of purchase but it is subject to satisfaction of our assessment and validation process. In this case, if the product is found to be damaged or defective or received with a technical problem, you will receive a full refund of the price paid for the product.

The customer’s signature on the Delivery Note is considered as recognition of receiving the purchased product(s) in good condition with no apparent defects.


Non-returnable Products:

  • Products clearly marked as non-returnable.
  • Return request of products that is made outside the specified time frame (14 days of date of purchase).
  • Products with their packaging, seals or boxes opened or missing accessories or with no tags or labels that were attached.
  • Products that are abused and damaged.
  • Products that are considered to be personal from specific categories such as underwear, lingerie, beauty products & fragrances, consumable products that have been opened, used or installed such as air beds/air mattresses/air couches/camping tents/sleeping bags, computer software, video games, drums set, pianos, wind instruments like clarinet, flute, saxophone etc…
  • Defective products (Products with apparent defects) purchased by the customer who was aware of it at the time of purchase and had accepted its present condition.

We may have the right to reject their return or replacement unless for a manufacturing defect that was not apparent to you upon purchasing and unless you have been informed of and accepted such defect.

Be noted that all returned products will be inspected and validated before they are accepted for a refund. If the product you request to return is not eligible for return or refund as explained above, the product will be sent back to you and your claim for a refund will be rejected. reserves the right to reject any return or exchange according to the given conditions.


Refund Process:

When you request to return a purchased product for refund, and after the acceptance of its refund, the amount of money paid will be returned to your wallet in your account. The price shall be refunded in the same way as you paid at the time of purchase.

If you have paid by credit or debit card, the payment would be refunded back to the same card used. The amount paid may take up to a month to reflect in your card statement depending on the bank process.

If you have paid through Cash on Delivery, the money would be refunded back to your kokonano account as a credit balance in your wallet. You can use this credit balance to pay for your future purchases at

In this regard, you may note the following:

  • When you make a new purchase and its total amount is less than or equal to the available balance in your wallet, the system will complete your order and deduct the amount for your purchase from your available balance. Any remaining balance will be reserved in your account for new purchases.
  • When you make a purchase more than the available wallet balance, all the credit balance in your account will be applied to this purchase and you will need to choose an online payment method (credit or debit card) to pay the difference, and therefore, complete your order.

If you request to withdraw the money from your wallet, we will process your request and either transfer the credit balance to your personal bank account or contact you to receive the money cash, depending on the option you stated under withdraw request.

Be noted that the credit balance of your wallet can only be used online at It cannot be redeemed at any other place or websites. This credit balance in your account cannot be transferred to another person or account.