Last updated: 22 November 2025
At Kohoh Pharma, we take product quality and customer satisfaction seriously. If you experience an issue with your order, our Refund & Return Policy outlines how we can help.
1. Eligibility for Returns
We accept returns or refunds under the following conditions:
1.1 Wrong Item Received
If you received a product different from what you ordered.
1.2 Damaged or Defective Product
If your product arrives broken, damaged, leaking, or visibly compromised.
1.3 Expired Product Received
If the product delivered to you is expired upon arrival.
1.4 Tampered Packaging
If the seal is broken or the packaging appears tampered with upon delivery.
2. Non-Returnable & Non-Refundable Items
We do not accept returns or refunds for the following:
- Opened or used products
- Products damaged due to mishandling after delivery
- Products purchased from unauthorized sellers or resellers
- Products returned without prior approval
- Clearance or promotional items
- Product dissatisfaction due to personal preference
3. Return Request Process
To request a return or refund:
Step 1: Contact Us Within 48 Hours
You must reach out within 48 hours of receiving the order.
Step 2: Provide Evidence
Send clear pictures or videos showing the issue. Include:
- Product
- Packaging
- Batch number
- Order number
Step 3: Verification
Our team will review your claim and verify if it meets our eligibility criteria.
Step 4: Approval & Instructions
If approved, we will provide instructions for:
- Returning the item
- Replacement or refund processing
4. Refund Method
Once approved, refunds will be issued using one of the following methods:
- Store credit (fastest option)
- Replacement product (if stock is available)
- Refund to original payment method
Refund processing may take 5–14 working days, depending on your bank or payment provider.
5. Shipping Costs
5.1 Kohoh Pharma Responsibility
We cover return shipping costs only if:
- The wrong item was delivered
- The item arrived damaged or defective
- The item arrived expired
5.2 Customer Responsibility
Customers bear the shipping cost if:
- They request a return due to personal reasons
- The return was not due to an error on our part
- They provided incorrect shipping information
6. Lost or Stolen Packages
Kohoh Pharma is not liable for packages lost or stolen after the courier marks the parcel as “Delivered.”
We recommend ensuring your shipping address is accurate and secure.
7. Cancellations
7.1 Before Shipment
Orders can be cancelled within 1–2 hours of placing them—subject to whether they have been processed.
7.2 After Shipment
Orders cannot be cancelled once shipped.
8. Products Purchased from Authorized Distributors
If you purchased Kohoh Pharma products from an authorized distributor, please contact them directly.
This Refund & Return Policy applies only to purchases made through Kohoh Pharma’s official online channels.
9. Contact Information
For returns, refunds, or further assistance, reach us at:
Email: support@kohohpharma.com
Business Hours: Monday–Friday, 10 AM – 6 PM