Refund policy

We want you to feel confident shopping with KOA’S. If you are not completely satisfied with an eligible purchase, please review the policy below to understand our return requirements, exceptions, and refund process.

30-Day Return Window

KOA’S accepts return requests for eligible items within 30 days of the delivery date.

To qualify for a return, the item must meet the applicable condition requirements in this policy. You must provide your KOA’S order number as proof of purchase. A physical receipt is not required.

All returns must be requested and approved by KOA’S before an item is mailed back. Items sent back without prior authorization may be refused.

To request a return, email support@shopkoas.com with your order number, the item you wish to return, and the reason for your request. We will review your request and provide instructions if the return is approved.

Return Requirements

Return-eligible items must meet the following requirements, as applicable:

  • Clothing and apparel: Items must be unworn, unwashed, unused, undamaged, and unaltered, with original tags attached and original packaging included where applicable.

  • Shoes, bags, and accessories: Items must be unused and undamaged, with original packaging and included accessories where applicable.

  • Electronics: Items must be unused and returned with their original packaging, included accessories, manuals, and parts where applicable.

  • Household and other eligible products: Items must be unused, unaltered, and returned with their original packaging and included components where applicable.

  • Bundled & Bulk products: 

    For eligible bundle deals, multipacks, sets, and bulk purchases, all items included in the original purchase must be returned together to qualify for a return or refund. Customers may not return only selected items from a bundle or bulk purchase while keeping the remaining items. 

    All items must meet the applicable return-condition requirements, and the return must be requested and approved by KOA’S within the 30-day return window.

    If any item in a bundle or bulk purchase has been opened, used, worn, washed, damaged, or is otherwise ineligible for return, the return may be declined, except where a different remedy is required by applicable law.

    This policy does not limit any rights or remedies that cannot legally be excluded, including those relating to defective, damaged, or incorrectly supplied products.

Items that have been opened or used are generally not eligible for return or refund, subject to applicable law and the requirements for defective, damaged, or incorrectly supplied products.

KOA’S may inspect returned items before approving a refund or issuing store credit.

Non-Returnable Items

The following items are not eligible for return, refund, or store credit, except where required by applicable law:

  • Intimates: Intimate apparel and related intimate items are final sale.

  • Sale items: Items purchased on sale are final sale.

  • Gift cards: Gift cards are not eligible for return or refund, except where required by law.

  • Opened or used products: Items that have been opened, used, worn, washed, altered, or otherwise fail the applicable return requirements.

  • Personal care and hygiene products: Certain products may be excluded when they cannot safely or hygienically be resold.

  • Restricted or final-sale products: Other products may be excluded because of health, hygiene, safety, or shipping restrictions. Any applicable restrictions will be communicated where appropriate.

Please review product descriptions and any final-sale notices before placing your order.

These exclusions do not limit any rights or remedies that cannot legally be excluded, including applicable rights concerning defective, damaged, or incorrectly supplied items.

How to Request a Return

To request a return:

  1. Email support@shopkoas.com within 30 days of delivery.

  2. Include your KOA’S order number, the item you wish to return, and the reason for your request.

  3. If the item arrived damaged, defective, or incorrect, include photographs when appropriate.

  4. Wait for KOA’S to review your request and provide return approval and instructions.

  5. If approved, package the item securely and follow the return instructions provided.

Please do not mail an item back before your return has been approved.  Unauthorized returns may not be accepted or processed.

Return requests submitted after the 30-day window may be declined, except where a different timeframe or remedy is required by applicable law.

Return Shipping and Fees

Customers may be responsible for return shipping costs for eligible returns, including returns due to a change of mind or an unwanted purchase.

Return shipping labels are not automatically provided. If your return is approved, KOA’S will explain where to send the item and whether you are responsible for the return shipping cost.

Original shipping and delivery charges are generally non-refundable, except where required by applicable law or when KOA’S determines another remedy is appropriate to resolve an order issue.

If your item arrives damaged, defective, or incorrect, please contact us before returning it so we can review the issue and provide instructions.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, missing components, or different from what you ordered.

Email support@shopkoas.com with your order number, a description of the issue, and photographs when appropriate.

After reviewing the issue, KOA’S will determine an appropriate resolution based on the circumstances and applicable law. Depending on the situation, the resolution may include a replacement, refund, store credit, or another legally required remedy.

Please contact us before sending the item back.

Apparel Returns and Store Credit

Eligible apparel returns are issued as KOA'S store credit rather than a refund to the original payment method, except where a refund or another remedy is required by applicable law.

To qualify, apparel must be unworn, unwashed, unused, undamaged, and returned with original tags and packaging where applicable. The return request must be submitted within 30 days of delivery and approved by KOA’S before the item is sent back.

Store credit will be issued for the approved value of the eligible returned apparel, subject to any applicable adjustments communicated during the return review.

Where supported by KOA’S account and store-credit features, the credit will be associated with the customer's account and may be applied toward an eligible future purchase at checkout.

Store credit is not available for items excluded under this policy, except where required by applicable law.

Exchanges

KOA’S does not guarantee direct exchanges.

If you would like a different size, color, or product, you may request a return for an eligible item under this policy and place a separate order for the replacement item.

Eligible apparel returns may receive store credit instead of a refund to the original payment method.

Return Inspection

Returned items may be inspected to confirm that they meet the requirements of this policy.

If an item is not eligible for return or does not meet the applicable condition requirements, KOA’S may decline the voluntary return or store-credit request, subject to applicable law.

Please make sure the package contains the correct item and all required components. Contact us if you need clarification before shipping your return.

Refunds and Processing Times

For approved refunds, KOA’S will notify you after receiving and reviewing the returned item and let you know whether your refund has been approved.

Approved refunds will generally be issued to the original payment method within 10 business days of approval, unless applicable law requires a different timeframe. Your bank, card issuer, or payment provider may require additional time to process and post the refund.

Eligible apparel returns will receive approved store credit instead of a refund to the original payment method, subject to applicable law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@shopkoas.com.

Contact Us

You can always contact us for any return question at support@shopkoas.com.

Please include your KOA’S order number so we can help you as efficiently as possible.

Return Address

322 W 32nd St C08
Charlotte, NC 28206
United States

Please note that this address should only be used for returns after KOA’S has approved your request and provided return instructions.