Returns & Exchanges Policy

• If you are not completely satisfied with a KOXA purchase or gift for any reason, please review our return, refund, and exchange policies below for online purchases and in-store purchases.
• Products must be returned in new or gently used condition in their original packaging with proof of purchase. If in a set, all products and packaging in that set need to be returned with not more than one item in the gift pack in a gently used condition, with all others being in an unused & unopened condition.
• All product must be in its original packaging (container plus box if applicable) and should be unmarked and not broken or defaced in any manner.
• KOXA monitors return activity for abuse and reserves the right to limit returns or exchanges at KOXA.
• Loyalty rewards associated with all refunds, will be removed when the refund is processed.
• Free Products (if any) with purchases cannot be returned/exchanged.
• Special offer or discount given at time of purchase, will be adjusted when refund is processed.
• Please be advised that opened fragrance products are not subject to exchange or refund. For fragrance products to be eligible for exchange or refund, they must remain unopened and unused.
• Gift certificates/ Vouchers cannot be returned/exchanged.
• All returns are subject to validation and approval at KOXA’s discretion.

Online Purchases

• Online purchases can be easily returned to any of our KOXA outlets for fast processing, or by courier if using our return shipping label included in your online order boxes (follow the return procedures described below).
• We regret we are unable to refund your original shipping charges, if applicable, unless the return was a result of our error.
• Items purchased online at lk.spaceylon.com may not be returned and will not be refunded after 21 days from the purchase date.
• Please allow 3-14 working days for your return to be processed if returned via our courier.

When you return your online purchase by courier:

• Please send email to info@koxabydrcherry.com to inform us of the product return. Following information must be in your email: Name of purchaser, date of purchase, invoice number, amount on invoice, Names and number of item/s being returned, reason for return.
• Product replacements and refunds will be processed, after we receive the product to our manufacturing facility.
• Items mailed/posted to KOXA outside of the returns window, not in new or gently used condition, without its original KOXA packaging and without proof of purchase, will not be credited back or returned to you.

After KOXA receives your return, the refund will be processed as below:

Online and in-store credit cannot be used to purchase gift vouchers/E-gift cards.

Please note that in the case of refunds, your financial institution will take longer to process the transaction.

When you return your online purchase by courier:

If KOXA receives your new or gently used product within 1-14 days of purchase, you will receive one of the following:

• Replacement of a product of your choice
•  Refund of your payment or
•  Store Credit

Refunds will be processed as below:

Online and in-store credit cannot be used to purchase gift vouchers/E-gift cards.

Online Orders Return Procedures

Here are two easy ways to return your item:

1. Online Purchases Returns by Mail

• Include the KOXA original packaging with your items.
•  Pack your return item in the KOXA product box and packaging exactly as you received it
•  Fill in the Return Slip that was included with your order and courier your return to 360 WELLNESS AND SKIN CLINIC, No 445 HAVELOCK ROAD COLOMBO 05. Courier charges or any other shipping or delivery charges you incur for the return of the product will not be covered by KOXA.

It takes up to 14 working days to process returns and credit your account or to issue an online store credit from the date the package is received by KOXA. Please note that your financial institution may take longer to reflect the transaction.

2. Online Order Returns to Store Location

Visit any free standing KOXA store to return a new or gently used item purchased from lk.spaceylon.com within 14 days of purchase. Ensure to bring the original KOXA Packaging, proof of purchase and credit card used to place your order (if applicable).

KOXA In-store Purchases

• KOXA in-store purchases may be returned if the product is in new or gently used condition within 14 days of purchase with a proof of purchase or gift receipt, to a KOXA stand-alone store location for a refund in the same form of payment as your purchase was made. Cash purchases will be processed within 5 working days and refunded to a specified account details of which had been sent from your registered email. KOXA will only offer In store credit for purchases made during special promotion & gift time offer periods.
• If a gift receipt is presented, you will receive in-store credit which you can redeem within 14 days at the outlet processing your return.
• Online and in-store credit cannot be used to purchase gift vouchers/E-gift cards.
• KOXA’s in-store and online credit is only valid for 14 days from the date of issue. It cannot be redeemed for cash (unless required by law), reloaded, transferred to others, or sold.
• KOXA is also happy to exchange your new or gently used KOXA in-store purchase for another product within 14 days of purchase.

International Returns

• Refund/ Return Policy does not apply for International orders due to cross border customs and duty restrictions.
• However, if a refund/replacement is required due to product defect, KOXA will bear the cost of shipping from Sri Lanka to the destination of the customer – as per the original invoice.