Refund policy

Returns & Refund Policy — Kokoon

Last updated: 22 June 2026

 

At Kokoon , we want you to rest easy — literally. If your Kokoon isn't right for you, we're here to help. This policy explains your options: your statutory right to cancel, our 30-Night Sleep-On-It Guarantee, and what to do if something arrives faulty.

 

 

1. Your statutory right to cancel (14 days)

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, in accordance with applicable consumer-protection law.

To exercise this right, email us at info@kokoonrest.com within 14 days of delivery, quoting your order number. To qualify for cancellation under this statutory right, items should be returned unused and in their original condition and packaging.

This statutory right is in addition to — and separate from — our 30-Night Guarantee.

 

 

2. The 30-Night Sleep-On-It Guarantee

Weight is something you have to feel, not read about — so we give you a full 30 nights to decide. If, after genuinely trying it, Kokoon isn't for you, we'll refund the price you paid. Used and washed is fine — that's the whole point of a trial.

How it works

  1. Sleep with your Kokoon for up to 30 nights from the date of delivery.

  2. If it's not right, email info@kokoonrest.com with "Guarantee" in the subject line and your order number, within 35 days of delivery.

  3. We'll reply with return instructions.

  4. Once we receive your returned mask, we refund the product price to your original payment method.

Conditions (so it stays fair for everyone)

The 30-Night Guarantee applies when all of the following are met:

  • The purchase was made directly from our official store ([kokoonrest.com]). Purchases from third parties or marketplaces are not covered.

  • You contact us within [35] days of delivery. Claims received after this cannot be processed.

  • One guarantee refund per customer / household.

  • You return the item following the instructions we provide.

  • [For bundles such as the Quiet Kit: the bundle must be returned in full.]

This guarantee is for customers who give Kokoon an honest try and find it isn't for them — not for repeat or abusive returns, which we reserve the right to decline.

 

 

3. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, please contact us at info@kokoonrest.com within [14] days of delivery with your order number and clear photos. Where a fault or error on our part is confirmed, you are entitled to a full refund (including original and return shipping) or a replacement, in line with your statutory rights. This does not affect your other legal rights.

 

 

4. Condition of returns

  • For statutory cancellations (Section 1): items must be unused, complete, and in original condition and packaging.

  • For the 30-Night Guarantee (Section 2): used and washed is accepted, but the item must be complete (mask and any included accessories).

  • For faulty items (Section 3): return as-is; do not discard until your claim is resolved.

We reserve the right to decline or reduce a refund for returns that are incomplete, or damaged beyond normal trial use, except where the item was faulty.

 

 

5. How to make a return

  1. Email us at info@kokoonrest.com with your order number (and "Guarantee" in the subject if claiming the 30-Night Guarantee).

  2. Wait for return instructions by email — please don't send anything back before you receive them.

  3. Pack the item well and send it to the address we provide.

  4. Keep your proof of postage until your claim is resolved.

Returns sent without first contacting us, or sent to an unauthorised address, may not be accepted.

 

 

6. Return shipping costs

  • For statutory cancellations and 30-Night Guarantee returns (change of mind / not right for you), the customer is responsible for return shipping.

  • For faulty, damaged, or incorrect items, we cover return shipping.

  • Original shipping charges are non-refundable except where the item was faulty or our error.

  • Customs duties or import charges already paid are non-refundable, as these are outside our control.

 

 

7. Refunds

Once we receive and inspect your return, we'll notify you of the outcome by email.

  • Approved refunds are issued to your original payment method within 14 days of us receiving your return (or your proof of postage, whichever applies under law).

  • For approved faulty-item claims, we refund the full amount including shipping.

  • For statutory cancellations and guarantee returns, we refund the product price (return shipping and, where applicable, original shipping excluded).


 

 

8. Our right to decline

We reserve the right to refuse any return that does not comply with this policy — including items that are incomplete, outside the applicable return window, sent without prior contact, or sent to an unauthorised address — except where doing so would conflict with your statutory rights. Declined returns may be sent back to you at your expense.

By placing an order with Kokoon, you acknowledge and agree to this Returns & Refund Policy. This policy does not affect your statutory consumer rights.

 

 

9. Before you order

Not sure if Kokoon is right for you — sensitive skin, an eye condition, or anything else? Get in touch before you buy and we'll be happy to help. We also recommend reading our [Shipping Policy] for delivery times, tracking, and possible delays.

 

 

10. Contact

Questions about returns or your order? Email info@kokoonrest.com — we aim to reply within 24 hours on business days.