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Refund & Returns

Due to COVID-19 the policy will be extened in some cases to allow for delays in shipping and give to all users fair acces to the policy.


Our policy is valid for a period of 60 calendar days from the date of the purchase. If you receive your order and are not satisfied for any reason you can return the product for a refund. If the period of 60 days has lapsed since the purchase we unfortunately can not offer a refund.


To be eligible for a refund you need, proof the order received is defective or incorrect, was not received (after time frame has passed any additional time has been given for delays or post services to investigate), a valid cancellation request was sent or any item/s are being returned for refund. Item resend or part refunds will be made available first in some situations. Store credit may also be offered in place of monetary refunds.

Defective Product

If you receive any items that have any defects or damage prior to using, contact us and include evidence of the issues, without images or evidence a refund will not be offered. Defects do not include damage or issues that arise from incorrect or misuse by the end user. 

Item Not Received

In the case of an order not being delivered or an item missing from a delivery a resend will be offered prior to a part or full refund. If the issue is due to incorrect details or failed delivery as outline in T&C's refunds will not be offered.

Cancelled Order

Valid requests sent within 24 hours will have a cancellation and refund processed.

Return for Refund

When sending an item/s back for a refund, the refund will only be processed once we receive the items back in an unused condition.

Custom Items

If an item/s feature any custom submission it will only be eligible for refund if received defective, incorrect or not received as outline in T&C's. Custom submissions will be made and sent out as it was personalised, nothing will be offered due to incorrect custom submissions, change of mind or not being happy with the quality of images you provided.

Returns & Exchanges

If you have ordered an item/s and would like to return or exchange for any reason contact us at with order number and reason for requesting a return or exchange.

Items can not be returned or exchanged if the items feature custom submissions or have been used and are not in the same condition they where sent in.

Sending items back

Once contacted and the return or exchange has been approved we will provide a return address, we do not cover return shipping cost. We recommend sending any items back via a tracked or signed for method however this is down to the returnee. Any items returned to KO Custom Creations will be inspected and be subject to a 10% restocking fee.


This document was last updated on February 20, 2021