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Returns & Refunds Policy

Effective date: January 2025

Overview

Kooptog is a marketplace connecting independent vendors with buyers. Returns and refunds are handled between the buyer and the vendor, subject to the platform rules described here. Vendor-specific return policies are displayed on each storefront and product listing.

Return Window

You may request a return within 7 days of confirmed delivery, unless the vendor's storefront policy specifies a longer period. Physical goods must be in their original, unused condition with all original packaging and accessories.

Non-Returnable Items

  • Digital products and downloadable content once accessed or downloaded.
  • Perishable goods and consumables that have been opened.
  • Items explicitly marked as "final sale" or "no returns" on the listing.
  • Custom or personalised orders made to specification.
  • Hygiene-sensitive products such as cosmetics or undergarments that have been opened.

How to Request a Return

  1. Go to My Orders and locate the relevant order.
  2. Click Request Return and describe the issue.
  3. The vendor will review your request within 3 business days.
  4. If approved, the vendor will provide return-shipping instructions.
  5. Once the item is received and inspected, a refund is processed.

If a vendor does not respond within 3 business days, you may escalate the return request to a formal dispute and the Kooptog moderation team will review the case.

Refunds

Approved refunds are returned to your original payment method. Depending on your bank, refunds may take 3–7 business days to appear. Return shipping costs are typically borne by the buyer unless the return is due to a vendor error (wrong item, damaged goods, not as described).

Orders Not Received

If your order is marked as delivered but you have not received it, open a dispute within 7 days of the expected delivery date. Kooptog will investigate with the vendor and courier.

Contact

If you have questions about a return, contact the vendor directly through the order messaging thread. For unresolved issues, raise a dispute on the order.