Last Updated: 10-01-26
At KOCOHEN, we want you to feel good about your purchase. If something isn't right with your order, we're here to help.
14-Day Return Policy
We accept eligible return requests within 14 days of delivery.
To be eligible for a standard return, your product must be unused, unopened, and in its original packaging.
To request a return, please contact us at customerservice@kocohen.com with your order number and reason for the return.
Please do not send a product back to us without first contacting our team and receiving return instructions.
Opened or Used Products
Because KOCOHEN products are personal-care products, opened or used products are not eligible for a standard return for hygiene and safety reasons.
However, we want you to love your Smoothcito. If you're unhappy with your product, please contact us within 14 days of delivery and tell us what happened.
We will review your request and, when appropriate, may offer a replacement, refund, store credit, or another solution at our discretion.
This does not affect any rights you may have under applicable law.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your product arrives damaged or defective, or if you receive the wrong item, contact us within 7 days of delivery at customerservice@kocohen.com
Please include:
● Your order number
● A brief description of the issue
● Photos of the product and packaging, when applicable
Once we've reviewed the issue, we may replace the product or issue a refund, as appropriate.
If the issue was caused by KOCOHEN or occurred before delivery, you will not be responsible for return shipping costs.
Return Shipping
For eligible returns that are not the result of a damaged, defective or incorrect order, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to an error by KOCOHEN or as otherwise required by applicable law.
We recommend using a trackable shipping method when returning an item. KOCOHEN is not responsible for return packages lost in transit.
Refunds
Once we receive and inspect an eligible return, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original method of payment. Please allow additional time for your bank or credit card provider to process and post the refund.
Shipping charges are not refundable unless otherwise stated in this policy or required by law.
Sale & Final-Sale Items
Items clearly marked Final Sale at the time of purchase are not eligible for standard returns or exchanges.
If a Final Sale item arrives damaged, defective or incorrect, please contact us so we can make it right.
Exchanges
We do not currently offer direct exchanges.
If you purchased an unopened product and would like a different Smoothcito product or scent, please contact us within the 14-day return period. If the return is approved, you may return the eligible product and place a new order for your preferred item.
Order Cancellations
If you need to cancel or modify an order, contact us as soon as possible at customerservice@kocohen.com
We cannot guarantee that an order can be changed or canceled once it has entered processing or has shipped.
Nothing in this section limits any cancellation or refund rights that apply under applicable law, including circumstances involving delayed or unshipped orders.
Shipping Delays & Unshipped Orders
If we are unable to ship your order within the timeframe promised at checkout, we will handle the order in accordance with applicable law, including providing notice of qualifying delays and the opportunity to cancel and receive a refund when required.
Contact Us
Questions about your order or our return policy?
We'd be happy to help.
KOCOHEN
Email: customerservice@kocohen.com
Website: www.kocohen.com
We believe personal care should feel good from beginning to end. If there's an issue with your Smoothcito, reach out—we'll do our best to make it right.