Refund policy
Last updated: September 25, 2026
We want you and your little ones (and pets!) to love your order. If something is not right, we are here to help.
30-day returns
You have 30 days from the date of delivery to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, with proof of purchase.
How to start a return
- Email info@kochipan.com with your order number and the reason for the return.
- We will reply within 24 hours with return instructions and the return address.
- Please do not send items back before contacting us – packages sent without return instructions cannot be processed.
Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with a photo of the item and packaging. We will send a free replacement or a full refund – in most cases you will not need to send the item back.
Return shipping
- Damaged, defective or incorrect items: return shipping is on us.
- Change-of-mind returns: the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
Items that cannot be returned
- Items that have been used, washed or damaged after delivery
- Gift cards
- Items marked as final sale
Order cancellations
You can cancel your order within 12 hours of purchase for a full refund. After that, your order may already be in processing and we may not be able to cancel it; you can still return it under this policy once it arrives.
Refunds
Once your return is received and inspected (or your claim is approved), we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may need a few extra days to post the refund.
Exchanges
The quickest way to get a different item is to return the one you have and place a new order.
Contact
Questions about returns? Email info@kochipan.com – we are happy to help.