Refund policy

Effective date: 28 September 2026

We hope you love your Kora & Sora purchase. If something is not right, please contact us and we will help.

1. Change-of-mind cancellations and returns

For eligible online purchases delivered to a UK consumer, you may cancel your order without giving a reason by notifying us within 14 days after the day you receive the goods. After notifying us, you must return the goods within a further 14 days.

To start a return, email koraandsora@outlook.com with your order number, the item you wish to return and the reason for the request. We will provide return instructions and the return address. Do not send a return without contacting us first.

2. Return condition

Please take reasonable care of the product while deciding whether to keep it. Returned items should be unused, unwashed and in their original condition, with tags and original packaging where possible. You may inspect the item as you would in a shop, but we may reduce the refund to reflect loss in value caused by handling beyond what is necessary to establish its nature, characteristics and function.

3. Return delivery costs

For a change-of-mind return, you are responsible for the direct cost of returning the item unless we agree otherwise. We recommend using a tracked service and retaining proof of postage. You remain responsible for the parcel until it reaches us.

If an item is faulty, damaged, not as described or incorrect, we will provide an appropriate remedy and reimburse reasonable standard return costs where required.

4. Items that cannot be returned for change of mind

Unless faulty or not as described, the cancellation right may not apply to:

• goods made to your specifications or clearly personalised;
• sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed; or
• any other item excluded from cancellation under applicable law.

Sale items are subject to the same statutory rights. A discount does not remove your rights where goods are faulty or misdescribed.

5. Damaged, faulty or incorrect items

Inspect your order promptly after delivery. If it arrives damaged, faulty or incorrect, email koraandsora@outlook.com as soon as possible with your order number and clear photographs of the product and packaging. Do not dispose of the item or packaging until we respond.

6. Refunds

For an eligible cancellation, we will refund the item price and the standard outbound delivery charge, if applicable. Any extra amount paid for an enhanced delivery option is not normally refundable.

We may wait until we receive the returned goods, or until you provide evidence that you sent them, whichever occurs first. Refunds will be issued to the original payment method within 14 days of that point. Your bank or payment provider may take additional time to display the refund.

7. Exchanges

The quickest way to obtain a different item is normally to return the eligible original item and place a new order. If we offer a direct exchange, it will depend on stock availability.

8. Order changes and cancellations before dispatch

Contact us immediately at koraandsora@outlook.com. We will try to help, but we cannot guarantee changes or cancellation after an order has entered processing or has been dispatched.

9. Return address

Approved returns must be sent to:

Kora & Sora, 28 Altham Gardens, Watford, WD19 6HJ, United Kingdom

This policy is in addition to, and does not affect, your statutory consumer rights.