top of page

Return and Exchange Policy

Return Guidelines:

The Return period is 7 days and will start from the day you have received your order.


You can return an item under the following conditions:

  • If the item is different from the one which you have ordered, before opening any seal or packaging.

  • If the item is opened and found defective, that is 'dead-on-arrival'.

  • If the packaging is damaged when delivered to you.

  • If delivery of the item failed in the due period of delivery.


Returns are accepted in / within the following conditions:

  • Returns are accepted only if the item is still in its sealed and original packaging.

  • Returns are accepted but if opened, a restocking fee may be applied, as determined by the KOCH MARKETPLACE policies.

  • Returns outside the return period will be subject to approval by the company, regardless if the item is still sealed or not.

  • The KOCH MARKETPLACE reserves the right to charge a 'restocking fee' as they see fit.

  • The KOCH MARKETPLACE may inspect returns or test 'dead¬on¬arrival' or 'out¬of¬box failures' returns to justify the requirement for either a full refund, partial refund, or replacement.

  • All FOC (free of charge) or bonus items that came with the product should also be returned in the same condition as it was received.

  • All items offered in a bundle should be returned together with the main product.


Refunds or Replacements:

KOCH MARKETPLACE will specify if they can offer a refund only, a replacement only or if they can either replace or refund an item. Depending on the reason for the return, refunds could be either partial or full.

We will refund the price of the item(s) returned to the same payment method.

Please note, in case of a refund to the card, it may take up to 7 – 14 working days for the amount to reflect in your bank statement once the payment has been processed.


A full refund, including any delivery cost that may have been incurred, will be provided if any or all of the following conditions below are met:

  • You are sure to have submitted the Return Request through the contact form and have waited for 24-48 working hours for a response from the KOCH MARKETPLACE,

  • The product is damaged straight out of the box, defective, misrepresented, or not as described by the KOCH MARKETPLACE.

  • The KOCH MARKETPLACE failed to deliver the item within the given days past the maximum estimated delivery date. (7 working days)

  • Refunds will be done only through the Original Mode of Payment


Cancellation Policy:

Customers can cancel their order within 24 hours; refunds will be returned to the payment solution used initially by the customer. Please allow for up to 7-14 days for the refund transfer to be completed.

bottom of page