At Kooka Living, we are committed to providing quality products and good customer service. If you experience any issues with your purchase, please refer to the following refund, return and warranty policy.
- Quality Assurance
We take pride in the quality of our products. Each item is checked before dispatch to ensure it meets our standards. If you receive a product that appears to be defective, damaged, or has a quality issue, please contact us as soon as possible with your order details and supporting photos or videos.
- Damaged Packaging on Arrival
If you notice that the packaging or outer carton is damaged upon delivery, please do not open or unpack the item. Please take clear photos of the damaged packaging immediately and contact us within 48 hours of delivery.
Please keep the outer carton, packaging materials, and the product in their original condition. Do not dispose of the packaging, as it may be required for inspection, return, replacement, or claim purposes.
- Refunds for Quality Issues
If a product is confirmed to have a manufacturing defect or quality issue, our customer service team will assist you with an appropriate solution, which may include repair, replacement, partial refund, or return and refund, depending on the nature of the issue.
Refunds will be processed once the returned product has been received and inspected. The product must be returned in its original condition, with all accessories, parts, manuals, and packaging where possible.
- Change of Mind Returns
Returns due to change of mind, incorrect purchase, colour preference, size suitability, or personal reasons are not considered quality issues.
If we agree to accept a change of mind return, the item must be unused, unassembled, undamaged, complete with all parts and accessories, and returned in its original packaging.
For change of mind returns, the original delivery fee, return shipping fee, installation fee, upstairs/carrying fee, and any other service fees or costs already incurred may not be refundable.
- Return Authorisation
All returns must be approved by Top One Mall before the item is sent back. Please do not return any product without first contacting our customer service team.
Unauthorised returns may not be accepted or processed.
- Large Items, Pre-Orders and Special Orders
For large items, pre-order items, special-order items, custom colours, or products arranged specifically for a customer, cancellations or returns may not be accepted unless there is a confirmed quality issue.
If a return is accepted, any costs already incurred, including delivery, return freight, installation, handling, storage, or supplier-related costs, may be deducted from the refund.
- Warranty Policy
We provide warranty coverage against manufacturing defects. If you experience an issue covered by warranty, please contact us so we can assess the issue and arrange a suitable solution, such as repair, replacement parts, or replacement where applicable.
Warranty periods and coverage may vary depending on the product. Our team will provide specific warranty information based on your purchase.
- Warranty Exclusions
Warranty does not cover issues caused by misuse, incorrect assembly, improper installation, accidental damage, normal wear and tear, water damage, unauthorised repairs or modifications, damage caused by moving or relocating the product, or failure to follow product instructions.
- Inspection and Processing Time
Once a returned item is received, we will inspect it before confirming the final refund amount. Approved refunds are usually processed within 5–10 business days after inspection. Please note that bank or payment provider processing times may vary.
- How to Contact Us
To request a return, refund, or warranty claim, please contact our customer service team and provide the following information:
- Your name and contact details
- Order number and date of purchase
- A clear description of the issue
- Supporting photos or videos
- Any relevant delivery or installation details
Our team will review your request and provide further instructions.