At a glance
- Window: 14 days from delivery for most items.
- Card payments: refunded to your original payment method when approved.
- Cash & in-person payments: non-refundable unless the seller offers a refund at their discretion.
- Buyer Protection: KoFaso steps in if items arrive damaged, materially not as described, or never delivered.
Eligibility
An item is eligible for return when all of the following are true:
- It was purchased on KoFaso US.
- You request the return within 14 days of delivery.
- The item is unused (or unworn, with tags) and in original condition and packaging, unless damaged on arrival.
- The item is not in the non-returnable list below.
How to return
- Open Orders, choose the order, and tap Request return.
- Select a reason, upload photos if the item arrived damaged or wrong, and submit.
- The seller has 48 hours to approve, counter, or decline. If they don't respond, you can escalate to KoFaso Buyer Protection.
- Once approved, follow the prepaid return label or seller instructions. Drop off within 7 days.
Refunds & timing
Approved card refunds are issued as soon as the seller (or KoFaso, for protected claims) confirms receipt of the returned item or a covered claim. Funds typically appear within 3–10 business days depending on your bank. Original shipping costs are refunded only when the return is caused by a seller or platform error.
Cash & in-person payments
Orders paid in cash, by Zelle/Venmo/Cash App handoff, or any in-person method are non-refundable through KoFaso. Some sellers opt into voluntary refunds for in-person sales — when they do, it's shown on the product page and on your receipt. KoFaso cannot recover funds for cash transactions and Buyer Protection does not apply.
Non-returnable items
- Perishables, food, beverages, and opened personal-care products.
- Intimate apparel, swimwear, and pierced jewelry once unsealed.
- Digital goods, gift cards, and downloadable content.
- Custom, made-to-order, or personalized items.
- Items marked Final sale on the product page.
Disputes & Buyer Protection
If a seller declines a valid return or doesn't respond, open a dispute from your order page. KoFaso Trust & Safety reviews disputes within 3 business days and may issue a platform-funded refund for covered card-paid orders. Repeat policy violations can result in seller suspension — see Seller Policy.