Returns & Refund Policy

At kokireng.com, we take pride in the quality of our products. If you are not entirely satisfied with your purchase, we are here to assist you with a straightforward return and refund process designed for our Malaysian customers.

1. 30-Day Satisfaction Guarantee

You have 30 calendar days from the date you received your item to initiate a return request. To ensure a smooth process, please reach out to us within this window. Requests submitted after 30 days cannot be accommodated.

2. Eligibility Criteria for Returns

To qualify for a return, please ensure the following conditions are met:

  • Condition: The item must be unused, unwashed, and in the same condition that you received it.

  • Packaging: It must be in the original packaging with all tags and labels still attached.

  • Hygiene & Safety: For the protection of all our customers, items showing signs of wear, damage, or use cannot be accepted for return.

3. Damaged or Incorrect Shipments

  • Seller’s Responsibility: If you receive an item that is defective, damaged during transit, or if we accidentally delivered the wrong product, kokireng.com will take full responsibility.

  • Shipping Fees: In these specific cases, we will provide a pre-paid shipping label or reimburse the return delivery costs.

4. Change of Mind Returns

If you wish to return an item for personal reasons (e.g., preference or choosing the wrong variant):

  • Shipping Fees: The customer will be responsible for covering the return shipping costs to our facility in Kelantan.

  • No Hidden Fees: We do not charge any additional “restocking” or “handling” fees.

5. How to Initiate a Return

  1. Contact Us: Email our support team at [email protected] with your Order ID and the reason for the return.

  2. Evidence: Please include clear photographs of the product if there is a quality issue.

  3. Authorization: Once approved, we will provide you with the specific return instructions and our warehouse address.

6. Refund & Exchange Timeline

  • Inspection: Once we receive and verify the returned item at our Kelantan warehouse, we will notify you of the status.

  • Refund Processing: Approved refunds are processed within 1-2 business days back to your original payment method.

  • Bank Clearance: Depending on your financial institution, it may take 7 to 15 business days for the credit to appear in your account.

  • Exchanges: If you prefer an exchange for a different style or size, please specify this in your email. We will guide you through the swap process at no extra handling charge.

7. Order Cancellation

Orders can be cancelled for a full refund as long as the status is “Unshipped.” If the package has already been handed over to our carriers (FedEx/DHL/UPS), the standard return policy applies.

Contact & Return Address

For any further assistance regarding your return, please reach out to us:

  • Email: [email protected]

  • Return Center: LOT 289, KAMPUNG GUCHIL,
    JALAN BAYAM, 15200 KOTA BHARU,
    KELANTAN, MALAYSIA

Last Updated: March 26, 2026