Refund policy
Return & Refund Policy
Last updated: 2026.09
At Koforto, we stand behind every product we make. This policy explains your rights, our process, and the reasonable conditions that apply to returns and quality claims.
Our Two Guarantees
30-Day Satisfaction Guarantee — Full Refund
If you are not fully satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund of the item price, provided the eligibility conditions below are met.
100-Night Quality Guarantee — Free Replacement
Beyond the 30-day window, we cover genuine manufacturing and material defects for up to 100 nights from delivery. If your item develops a qualifying quality issue under normal use, we will send you a replacement at no cost.
Each order is eligible for one after-sales resolution per item — either a refund or a replacement, not both. Once a resolution has been provided and accepted, the after-sales case for that item is considered closed.
Important: Natural Product Characteristics
Please read this section before submitting a claim. The following are inherent to our products and are not considered defects.
Dimensions and tolerance. Our products are made from natural fibers such as cotton and down. Fabric compresses during packing and needs 2–3 days to fully relax after unpacking. All measurements should be taken only after the item has been laid flat and allowed to fully relax, and should be taken from seam to seam, edge to edge, without folds, wrinkles, or tension. A dimensional tolerance of up to ±5% is normal for textile products of this construction and does not qualify as a defect.
Color and pattern. Screen colors vary between devices and lighting. Slight batch-to-batch variation in shade, weave density, or pattern placement is normal for natural fibers and is not considered a defect.
Initial scent. New textile products may have a light natural scent from fibers and packaging. This dissipates within a few days of airing and is not a defect.
Softness and hand-feel. Muslin and similar weaves relax and soften progressively with each wash. First-use hand-feel is not representative of the final product.
30-Day Satisfaction Returns
To qualify for a refund:
• Your return request must be submitted within 30 days of delivery
• The item must be returned unwashed, unaltered, free of stains, odors, pet hair, makeup marks, or any signs of use beyond a reasonable inspection period
• The item must be in fully resalable condition
• Original packaging must be included where possible
• Proof of purchase (order number or confirmation email) is required
If the returned item meets all conditions above, we will issue a full refund. If it does not, we will decline the refund.
How it works:
1. Email support@koforto.com with your order number and reason for return
2. We will reply within 24 business hours with return instructions
3. Ship the item back using a trackable method
4. Once received and inspected (typically 3–5 business days), we will process your refund
Refunds are issued to the original payment method within 3 business days of approval. Please allow an additional 5–10 business days for the amount to appear, depending on your bank or provider.
100-Night Quality Replacement
We warrant our products against manufacturing and material defects for 100 nights from the delivery date under normal domestic use.
Covered:
• Stitching, seam, or weaving defects
• Zippers, buttons, or hardware failing under normal use
• Material breakdown not caused by misuse or care mistakes
Not covered:
• Normal wear from regular use
• Damage from washing, bleaching, ironing, or drying against the care instructions
• Damage from pets, pests, sharp objects, or accidents
• Dimensional, color, scent, or hand-feel matters (see "Natural Product Characteristics" above)
• General change of mind (see 30-day guarantee above)
How to claim:
Email support@koforto.com with your order number and clear, well-lit photos and a short video showing the issue. For dimension-related concerns, photos and video must show the item fully unfolded, laid flat on a hard surface, with a tape measure placed along a single straight edge from seam to seam. Measurements taken on folded, wrinkled, or compressed fabric will not be accepted as evidence.
Once the claim is approved, Koforto will decide, case by case, whether the original item needs to be returned (at our cost) before the replacement is dispatched. Please do not dispose of the original item until we confirm the next step.
Damaged, Defective, or Wrong Item on Arrival
If your order arrives visibly damaged, defective, or is not what you ordered, please contact us within 14 days of delivery with your order number, photos of the outer packaging, and photos of the item. We will cover any return shipping and offer a full refund, replacement, or reshipment — your preference.
Claims submitted after 14 days from delivery for arrival damage will not be accepted, as the item is presumed to have been accepted in good condition.
Exchanges
For a different size, color, or style, let us know when starting your return. Exchanges are subject to stock availability and follow the same eligibility conditions as 30-day satisfaction returns.
Order Cancellations
Cancellation requests submitted within 12 hours of order placement will be processed free of charge, provided the order has not yet entered our fulfillment process. After 12 hours, we may still be able to cancel your order if it has not been dispatched, but this is not guaranteed. Once an order has shipped, standard return terms apply.
Return Shipping
• 30-day satisfaction returns: return shipping is the customer’s responsibility.
• Quality replacements, arrival damage, defective, or wrong items: Koforto covers all shipping costs.
• We recommend a trackable shipping method. Koforto is not responsible for items lost or damaged in return transit.
One Resolution per Item
To keep our after-sales process fair and sustainable, each item is entitled to one after-sales resolution. Once a refund, replacement, or reshipment has been provided and accepted for an item, no further claims will be accepted for the same item on the same or related grounds.
If a customer reports the same issue on a replacement or reshipped item, Koforto reserves the right to require the item to be returned for independent inspection before any further action is taken.
Non-Returnable and Non-Refundable Situations
We will decline a return, refund, or replacement claim in the following situations:
• The request is submitted outside the applicable guarantee window
• The item shows signs of misuse, improper care, staining, strong odors, or damage beyond a reasonable inspection period
• The item has been washed, altered, cut, or modified
• The claim is based solely on dimension, color, scent, or hand-feel matters described under "Natural Product Characteristics"
• Requested measurements, photos, or video are not provided, or are provided in a manner inconsistent with the standard set out in the 100-Night Quality Replacement section
• Proof of purchase cannot be provided
• The claim relates to an item previously resolved under the "One Resolution per Item" clause
Fair Use of After-Sales Services
Koforto reserves the right to decline service, refuse future orders, or take other reasonable action where we identify a pattern of abusive claims, false statements, fraudulent returns, or repeated returns that show no genuine intent to purchase.
Your Statutory Rights
Nothing in this policy limits or replaces the statutory consumer rights you may have under the laws of your country.
Contact
support@koforto.com
Response time: within 24 business hours (Monday–Friday)