Returns & complaints

Two distinct situations

A return may fall under two different cases, which do not confer the same rights:

• Changing your mind: possible within fourteen days, only for an unopened, sealed item. Return costs are yours. See the “Right of withdrawal” page.
• A non-conforming, damaged or expired item: return costs and replacement or refund are ours.

Non-conforming or defective item

If an item reaches you damaged, expired, not matching your order or visibly altered, we will arrange its replacement or refund. Contact us as soon as you receive it, if possible with a photograph of the item and its packaging.

Hygiene of cosmetic products

For reasons of hygiene and safety, a cosmetic product that has been unsealed or started cannot be taken back merely because you have changed your mind. This limit does not apply where the fault is ours (damaged, expired or non-conforming item).

Opening a complaint

Write to contact@kosskoss.cm or contact us on WhatsApp at +237 658 01 36 46, quoting the order number, the nature of the problem and, if possible, photographs. We tell you how to proceed before anything is sent back.

Return address

KossKoss Select, returns department, Rue Njo-Njo, Bonapriso, Douala, Cameroon

Refund

The refund is made using the same means of payment as the order, unless you agree to another means (for example Mobile Money), after the returned item has been received and checked.