Return and Refund Policy

Every Kosagu piece is built for the person who ordered it. We still want you to be able to change your mind, so this page sets out the cancellation terms, how returns work and when a refund is paid.

Cancelling an order

Timing of your request	Result
Inside the 24-hour window after you place the order	Cancelled at no charge; you get back everything you paid
After the 24-hour window, before the piece ships	Cancelled with a 15% fee on the order value, because wood has usually been cut and prepared by then
After the piece has shipped	Cancellation is no longer possible; once it arrives, you can request a return as described below

Send cancellation requests to help@kosagu.com and include your order number.

Return window

You have 30 days from the delivery date to request a return. The piece needs to be unused, free of marks or scratches you caused, and sent back with any hardware and parts it came with, packed well enough to travel safely.

Restocking fee

For returns that are not caused by us (you changed your mind, ordered the wrong size, or the finish doesn’t suit the room), we keep a 15% restocking fee and refund the rest. Natural features of solid wood, such as grain pattern, small knots and slight color differences from the photos, are part of the material and count as change-of-mind returns rather than defects.

How to send something back

Email help@kosagu.com with your order number, the item and why you want to return it.
We reply with the return address and packing notes for that item.
Ship it with a tracked service and send us the tracking number.

Please wait for our reply before shipping. Furniture that arrives with no matching return request is difficult to trace back to an order and slows down your refund.

Arrived damaged or wrong

If your piece is cracked, broken, missing parts, or is not the size or finish you ordered, contact us within 7 days of delivery. Include photos of the item, the damage and the outer packaging. We will either replace the piece or pay back what you paid for it, and no restocking fee applies.

Problems that appear later with normal use, such as a joint working loose, fall under our 1 year warranty.

Refund payment

For returns, refunds are issued to the original payment method after the item reaches us and has been checked. For cancellations, they are issued as soon as the cancellation is confirmed. We email you when the refund is sent. Your bank or card provider decides how quickly it shows up on your statement.

Questions about a return

Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+7).

Email: help@kosagu.com
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+7)