Refund policy
Return & Refund Policy
We are Here to Help
Easy returns are great, but avoiding a return is better. Not sure about sizing or fit? Reach out before you order and we can help.
Email: support@kojofit.com Phone: 1300 304 200 (Australian Support)
How to Start a Return or Exchange
Submit your return here: Returns Portal
- Enter the email address associated with your order, or your order number and postcode, to get started.
- Once your return is initiated, you will receive step-by-step instructions and your return shipping label (if applicable) via email.
- Pack your items in their original packaging with tags intact.
Do not return to sender. All returns must be submitted through our returns portal.
Condition of Goods
All returned items must meet the following conditions:
- Returned within 30 days of ordering
- Tags/barcodes attached and in original packaging
- Free from stains, lint, hair and odours
- As new, unworn and unwashed
Items that do not meet these conditions will not be accepted.
Returns and acceptance
Washing, wearing, or altering the garment, or removing tags, is considered acceptance of the product. Items that have been washed, worn, altered, or had tags removed are not eligible for return or exchange.
Pilling is caused by friction during use, including contact with abrasive surfaces such as seat belts, bags, gym equipment, rough seating, and Velcro. It can be reduced by washing inside out and removed gently with a fabric shaver. Pilling and general wear and tear that develops through use are not eligible for return, exchange, or refund.
Garments showing damage consistent with incorrect care, such as heat damage from a dryer or hot iron, shrinkage or distortion from washing above 30°C / 86°F, fading, or fibre breakdown, are not eligible for return, exchange, or refund, as this damage results from use outside the stated care instructions rather than a fault in the product.
We recommend keeping your care label and following these instructions to preserve fit and fabric integrity.
The following cannot be returned under any circumstances:
- Underwear: all underwear sales are final for hygiene reasons
- Return Shirt Sale items: clearly marked "Return Sale Dress Shirts" sale items cannot be refunded or exchanged
Our Returns Policy
We accept returns within 30 days of ordering for:
- Checkout+ Instant Exchange. Exchange to any store item with credit applied instantly
Standard returns below are initiated once received and processed.
- Exchange (size, colour swap or item of same value)
- Store credit
- Refund to your original form of payment
Orders placed using store credit can only be returned for store credit. We may refuse any return or exchange if we identify fraudulent or abusive behaviour.
Orders with Checkout+
Checkout+ is an optional add-on available at checkout. It provides free return shipping, instant exchange and package protection.
If you opted into Checkout+ at the time of purchase, you can return any item for free.
Here is how each option works:
| Option | How It Works |
|---|---|
| Instant Exchange (Fastest) | An instant store credit is issued so you can shop your replacement or add more pieces straight away. No need to wait for your return to be delivered and processed, but it does still need to be returned within the return policy timeframe. |
| Store credit | Issued once item is received and processed. |
| Refund | Processed once your return is received and inspected. Refunds are returned to your original payment method and bank processing can take 3 to 5 business days once approved. |
Orders Without Checkout+
You can still return your items. The cost of the return shipping label will be deducted from your refund, or you can purchase a label through our returns portal. See return label costs below.
We offer return shipping labels through our returns portal. See return label (including processing and exchange re-shipping label) costs below. To start a return visit the Returns Portal.
Return Label & Processing Costs (Without Checkout+)
| Region | Return Cost |
|---|---|
| Australia | $14 AUD |
| United States | $14 USD |
| United Kingdom | £10 GBP |
| Canada | $20 CAD |
| Other International | $20 USD |
Labels can be purchased through our returns portal during the return submission process.
Faulty Items
If you received a faulty or incorrect item, please contact us within 30 days of ordering. Include your order number, photos of the fault, a brief description and your contact details. We cannot replace items where damage is the result of wear and tear or misuse.
30-Minute Order Edit Window
Customers can amend their delivery address or items within 30 minutes of placing an order. After that window closes, changes cannot be made, but if there are issues, you can still return under this policy once your order arrives.
Customers in the European Union: Your 14-Day Right of Withdrawal
If you are a consumer in the European Union, you have a legal right to withdraw from your purchase within 14 days, without giving any reason. This right is in addition to our standard returns policy and applies regardless of our other return conditions.
When the 14 days start. The withdrawal period expires 14 days after the day you (or a person you nominate, other than the carrier) receive the goods. For orders delivered in multiple shipments, the period starts when you receive the final item.
How to withdraw. You can exercise your right of withdrawal in any of these ways:
- Online withdrawal function. Use the "Withdraw from contract" function in our Returns Portal at https://www.kojofit.com/apps/redo/returns-portal/login. Enter your name and order reference, then confirm your withdrawal. You will receive an email confirming we have received your withdrawal, including the date and time it was submitted.
- Email. Send a clear statement of your decision to withdraw to [SUPPORT EMAIL].
- Model withdrawal form. You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient to send your withdrawal notice before the 14-day period expires.
Your refund. If you withdraw, we will refund all payments received from you, including the cost of standard delivery (excluding any supplementary costs if you chose a delivery option other than our least expensive standard delivery). We will refund you without undue delay and no later than 14 days after the day we are informed of your withdrawal. We will use the same payment method you used for the original transaction unless you expressly agree otherwise, and you will not incur any fees as a result of the refund.
We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is earlier.
Returning the goods. Please send the goods back to us without undue delay and in any event no later than 14 days from the day you communicate your withdrawal. The deadline is met if you send the goods before the 14-day period expires. You will bear the direct cost of returning the goods.
Condition of the goods. You may inspect the goods as you would in a store, to establish their nature, characteristics and functioning. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary for that purpose.
Withdrawing before your order ships. You may also withdraw before your order is fulfilled. If your order has not yet shipped, you can request a cancellation via our Returns Portal at https://www.kojofit.com/apps/redo/returns-portal/login, and we will cancel and refund the order in full.
Exceptions. The right of withdrawal does not apply to goods made to your specifications or clearly personalised, or to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.
Kojo Fit is proudly Australian owned and operated since 2018.
PO Box 185, New Lambton NSW Australia 2305