Refund policy
Overview We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. All return requests must be submitted and approved before sending any item back. Items sent back without prior approval will not be accepted and will not be eligible for a refund or replacement.
Eligibility To be eligible for a return, your item must be unused, unopened, and in its original packaging with all seals intact. Due to the nature of skincare and personal care products, we are unable to accept returns on any item that has been opened, used, or tampered with in any way, regardless of the reason.
Non-Returnable Items The following items are final sale and cannot be returned or refunded under any circumstances:
- Opened or used products
- Bundle packages and multi-item sets
- Sale or discounted items
- Gift cards
- Any item not in its original, sealed condition
Damages and Defective Items Please inspect your order immediately upon delivery. If you believe your item arrived defective, damaged, or incorrect, you must contact us within 14 days of delivery at info@kojicserum.com with your order number and clear photo evidence of the issue. We reserve the right to evaluate all claims and determine whether a defect is valid. If approved, we will send a replacement product at no cost to you. We do not issue cash refunds for damaged or defective items — replacements are the sole remedy offered.
How to Request a Return To start a return, email info@kojicserum.com with your order number, the reason for your return, and photo documentation. We will review your request and respond within 3–5 business days. If your return is approved, you will receive instructions on how and where to send your package. Return shipping costs are the responsibility of the customer. Kojic Serum LLC does not provide prepaid return labels.
Refunds We do not issue cash or card refunds except where required by law. All approved resolutions are handled through product replacement or, at our sole discretion, store credit. If a refund is legally required and approved, please allow up to 10 business days for it to appear on your original payment method after confirmation from us.
European Union — 14-Day Cooling-Off Period If your order is being shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification. To exercise this right, the item must be unused, unopened, and in its original packaging. You will need to provide proof of purchase. Please note that return shipping costs remain the responsibility of the customer unless the item was defective or incorrect. To initiate, contact us at info@kojicserum.com.
Contact For all return, refund, or order inquiries, contact us at: info@kojicserum.com