Return Policy

Last updated September 17, 2025

This Return Policy is part of our Terms of Service and applies to all purchases made on the Koukan marketplace. Our goal is to provide a fair, transparent, and legally compliant process for both buyers and sellers.

1. Koukan Buyer Protection

Every purchase on Koukan is covered by our Buyer Protection guarantee. This policy protects you if the item you receive is faulty, damaged, or significantly not as described in the listing.

You have **72 hours (3 days)** from the time the item is marked as delivered to inspect your purchase and report an issue.
To report an issue, go to your "My Orders" page and use the "Request Return" button. You will be asked to provide details and evidence of the problem.
If a return is approved under Buyer Protection, the **seller is responsible** for the cost of return shipping. Our platform will provide a pre-paid shipping label.

2. "Change of Mind" Returns (Cooling-Off Period)

The policy for returning an item because you've changed your mind depends on the type of seller you purchased from.

A. Purchases from a Business Seller

In accordance with UK Consumer Contracts Regulations, you have a **14-day "cooling-off period"** to return an item for any reason when purchasing from a registered business seller.

The 14-day period begins on the day you receive your item.
You must initiate the return request through your "My Orders" page within this 14-day window.
In a "change of mind" return, **you (the buyer) are responsible for the cost** of return postage. The seller will provide their return address, and you will need to arrange and pay for your own tracked shipping.

B. Purchases from a Private Seller

The 14-day cooling-off period does not legally apply to transactions between private individuals.

Private sellers on Koukan are **not required to accept returns** if you change your mind, the item doesn't fit, or you found it cheaper elsewhere. All sales from private sellers are considered final unless the item is covered by our Koukan Buyer Protection.

3. Condition of Returned Items

To be eligible for a full refund, all returned items must be in the same condition that you received them, including all original packaging and accessories. Sellers may make a deduction from your refund if the item's value has been reduced due to excessive handling.

4. Refunds

Once the seller receives and inspects the returned item, they will process your refund to your original payment method. This will be done within 14 days of them receiving the goods back. The refund will include the original item cost and standard outbound delivery charges.

5. In-Person Local Collection Policy (Counter Inspection & Final Sale)

In-Person Local Collection from verified storefront retailers gives buyers the distinct advantage of physically inspecting and verifying computer hardware before payment completion.

Counter Inspection: Buyers are required to inspect the cosmetic condition, included accessories, and functional specifications of the item at the seller's counter prior to handover.
PIN Validation Confirms Acceptance: Handing over your secret 4-digit Collection PIN to the merchant acts as your conclusive confirmation that you have inspected and accepted the goods in their current condition.
Final Sale Status: Once the retailer validates the PIN and completes the collection, the sale is final. Standard remote 14-day distance selling cooling-off periods and online Buyer Protection return flows do not apply to counter-inspected in-person collections.
Rejection at the Counter: If the item is defective, damaged, or not as described upon physical inspection, you may decline the collection. Do not provide your PIN. The merchant or buyer can cancel the order, and your card's temporary pre-authorisation hold will be voided immediately with £0 charged.

Contact Us

If you have any questions about our Return Policy, please contact us at enquiries@koukan.co.uk.

1. Koukan Buyer Protection

Every purchase on Koukan is covered by our Buyer Protection guarantee. This policy protects you if the item you receive is faulty, damaged, or significantly not as described in the listing.

You have **72 hours (3 days)** from the time the item is marked as delivered to inspect your purchase and report an issue.

To report an issue, go to your "My Orders" page and use the "Request Return" button. You will be asked to provide details and evidence of the problem.

If a return is approved under Buyer Protection, the **seller is responsible** for the cost of return shipping. Our platform will provide a pre-paid shipping label.

2. "Change of Mind" Returns (Cooling-Off Period)

The policy for returning an item because you've changed your mind depends on the type of seller you purchased from.

A. Purchases from a Business Seller

In accordance with UK Consumer Contracts Regulations, you have a **14-day "cooling-off period"** to return an item for any reason when purchasing from a registered business seller.

The 14-day period begins on the day you receive your item.

You must initiate the return request through your "My Orders" page within this 14-day window.

In a "change of mind" return, **you (the buyer) are responsible for the cost** of return postage. The seller will provide their return address, and you will need to arrange and pay for your own tracked shipping.

B. Purchases from a Private Seller

The 14-day cooling-off period does not legally apply to transactions between private individuals.

Private sellers on Koukan are **not required to accept returns** if you change your mind, the item doesn't fit, or you found it cheaper elsewhere. All sales from private sellers are considered final unless the item is covered by our Koukan Buyer Protection.

5. In-Person Local Collection Policy (Counter Inspection & Final Sale)

In-Person Local Collection from verified storefront retailers gives buyers the distinct advantage of physically inspecting and verifying computer hardware before payment completion.

Counter Inspection: Buyers are required to inspect the cosmetic condition, included accessories, and functional specifications of the item at the seller's counter prior to handover.

PIN Validation Confirms Acceptance: Handing over your secret 4-digit Collection PIN to the merchant acts as your conclusive confirmation that you have inspected and accepted the goods in their current condition.

Final Sale Status: Once the retailer validates the PIN and completes the collection, the sale is final. Standard remote 14-day distance selling cooling-off periods and online Buyer Protection return flows do not apply to counter-inspected in-person collections.

Rejection at the Counter: If the item is defective, damaged, or not as described upon physical inspection, you may decline the collection. Do not provide your PIN. The merchant or buyer can cancel the order, and your card's temporary pre-authorisation hold will be voided immediately with £0 charged.