Returns Policy

Last updated: August 2, 2026

We want you to shop with confidence while helping us protect the quality and integrity of every KOUSYN product. This policy explains our 30-day return window, strict eligibility requirements and return process. Nothing in this policy limits any mandatory consumer rights that apply in your country.

30-Day Return Window

You may request a return within 30 calendar days after the order is recorded as delivered. A return request is not an automatic approval. You must contact info@kousyn.com within the return window and receive written return authorisation before sending anything.

After authorisation, follow the return instructions and dispatch the parcel within the period stated in our approval email or within any longer period required by applicable law. Unauthorised parcels, parcels sent to an address not provided by KOUSYN, and cash-on-delivery returns may be refused.

Return Eligibility

To qualify under our voluntary 30-day return policy, the product must be returned in the same condition in which it was received.

• The product must be unused, unworn, unwashed, unaltered and free from damage.
• All original tags, security seals and protective materials must remain attached and intact.
• Original packaging, dust bags, straps, accessories, care cards and any promotional items must be included.
• The product must show no stains, scratches, scuffs, creasing caused by use, hardware marks, odours, cosmetics, pet hair or other signs of handling beyond a reasonable inspection.
• Valid proof of purchase and the KOUSYN return authorisation must accompany the return.

Removing tags or security seals, using the product, transferring contents into it, wearing it outside, exposing it to smoke, fragrance, moisture or cosmetics, or returning a different product will make the item ineligible under our voluntary return policy, except where mandatory law provides otherwise.

Requesting a Return

Email info@kousyn.com with your order number, the item you wish to return and the reason for the request. We may request reasonable photographs of the product, tags, packaging and shipping label before issuing authorisation. Requests involving damage, defects, missing contents or an incorrect item may require additional photographs or other reasonable evidence.

Return instructions are order-specific. Do not send a return to an address found on a parcel label, company record, website directory or previous return. The authorised return-processing facility may differ from the original dispatch location or company correspondence address.

Return Shipping and Charges

For a change-of-mind return, the customer is responsible for return postage, packaging, insurance, tracking, customs documentation and any return-related duties or carrier charges. Use a tracked service and retain the receipt until the refund is completed. KOUSYN is not responsible for a customer-arranged return that is lost or damaged before it reaches the authorised facility, except where applicable law provides otherwise.

Original shipping charges and optional expedited charges are non-refundable except where required by law. Returns sent with unpaid postage, duties or cash-on-delivery charges may be refused or the unrecoverable amount may be deducted from the refund to the extent permitted by law.

Inspection and Refunds

Receiving a parcel does not automatically mean the return has been accepted. Each return is inspected against the product, order records, tags, identifiers, packaging and condition requirements. We may reject a voluntary return or make a lawful deduction for diminished value when the product has been handled beyond what is necessary to inspect its nature, characteristics and function.

Approved refunds are issued to the original payment method. We normally complete inspection and initiate an approved refund within 5–10 business days after receipt. Your payment provider may require additional time. Where mandatory law sets a different deadline, that deadline applies, and we may withhold reimbursement until the goods or evidence of return have been received where legally permitted.

Damaged, Defective, Missing or Incorrect Items

Inspect your order promptly after delivery. If an item arrives damaged, appears defective, is missing contents or is not the item ordered, contact us as soon as reasonably possible with your order number, photographs of the parcel and product, and a description of the issue. Keeping the packaging and shipping label may be necessary for a carrier investigation.

Verified fulfilment errors and legally recognised defects are handled in accordance with applicable consumer law. Depending on the circumstances and legal requirements, KOUSYN may arrange a return, repair, replacement, price adjustment or refund. When KOUSYN is legally responsible for return costs, we will provide or reimburse a reasonable authorised return method. Do not arrange an expensive return service without our written approval.

Returnless Resolutions

A replacement, store credit, partial refund or refund without return may be offered by KOUSYN in exceptional circumstances, but is not a customer entitlement and cannot be requested as an alternative to the authorised return process, except where required by law. Any such resolution is determined case by case and does not establish a policy or precedent for other orders.

Non-Returnable Items

• Gift cards.
• Personalised, made-to-order or customised products.
• Products marked Final Sale or non-returnable before purchase, where permitted by law.
• Products that fail the eligibility and condition requirements above.
• Complimentary gifts or promotional items unless they are returned with the qualifying order.

The exclusions above do not remove rights relating to products that are faulty, incorrectly supplied or otherwise non-conforming under applicable law.

Abuse, Fraud and Repeated Claims

KOUSYN may review order history, delivery records, parcel weights, product identifiers, photographs and other relevant evidence when investigating a claim. To the extent permitted by law, we may refuse voluntary returns, promotions or future orders where there is reasonable evidence of product substitution, empty-package claims, altered evidence, repeated misuse, excessive voluntary returns or other fraudulent activity. This does not restrict rights that cannot legally be excluded.

EU, UK and Other Mandatory Consumer Rights

Our 30-day policy provides a commercial return window and does not replace mandatory statutory rights. Consumers in the European Union and other jurisdictions may have a statutory right to withdraw from an online purchase and separate rights when goods are faulty or not as described. Where those rights apply, this policy will be interpreted and applied consistently with them.

Contact

To request a return or ask about this policy, email info@kousyn.com and include your order number.