Effective Date: 3rd August 2026.
Last Updated: 3rd August 2026.
Returns & Refund Policy
At House of KOQ, customer satisfaction is our priority. We are committed to providing premium-quality beauty, skincare, haircare, and cosmetic products. If you are not completely satisfied with your purchase, this Returns & Refund Policy explains your rights and the process for requesting a return, exchange, or refund.
This policy applies to purchases made through our website and is subject to applicable consumer protection laws in the United Kingdom, European Union, Nigeria, the United States, and other jurisdictions where our products are sold.
1. About Us
This policy applies to: House of KOQ (Nigeria)
Registered Business Name: House of KOQ
Registration Number: 9718414
Registered Address: 30, Oritshe Street, off Obafemi Awolowo Way Ikeja, Lagos.
Hair by KOQ (United Kingdom)
Registered Business Name: Hair by KOQ
Registered Address: Ch2 1ND, 11 Woodlea Avenue Chester
Customer Support Email: hello@houseofkoq.com
Website: https://houseofkoq.com
2. Our Returns Promise
We strive to ensure every customer receives products that meet our quality standards. If there is an issue with your order, we will work with you to resolve it fairly and promptly.
3. Return Eligibility
You may request a return within 14 calendar days of receiving your order, provided that:
- The item is unused.
- The item is unopened.
- The product remains in its original packaging.
- Any safety seals remain intact.
- The item is in a resaleable condition.
- Proof of purchase is provided.
Returns requested after the applicable return period may not be accepted unless required by law.
4. Products That Cannot Be Returned
For hygiene and customer safety reasons, the following items cannot be returned unless they are faulty, damaged, or incorrectly supplied:
- Opened cosmetics
- Opened skincare products
- Opened haircare products
- Makeup products that have been opened or used
- Personal care products that have been opened
- Gift cards
- Promotional giveaway items
- Products marked as “Final Sale” or “Non-Returnable”
These restrictions help us protect the health and safety of all our customers.
5. Faulty, Damaged, or Incorrect Items
If you receive:
- A damaged item
- A defective product
- An incorrect item
- An incomplete order
please contact us within 48 hours of delivery.
To help us investigate your claim, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging (if applicable)
Once reviewed, we will advise whether you are eligible for a replacement, exchange, refund, or other appropriate remedy in accordance with applicable law.
6. How to Request a Return
To begin a return:
- Contact our Customer Support Team.
- Provide your order number.
- Explain the reason for the return.
- Wait for return authorisation before sending the item.
- Carefully package the product.
- Ship the item to the return address provided by our team.
Returns sent without prior authorisation may experience delays or may not be accepted.
7. Return Shipping Costs
Unless otherwise required by law:
- Customers are responsible for the cost of returning eligible items.
- Original delivery charges are generally non-refundable unless the return is due to our error or the product is faulty.
- We recommend using a tracked and insured delivery service, as we cannot accept responsibility for items lost or damaged during return transit.
8. Inspection of Returned Products
Once your returned item is received, our quality assurance team will inspect it to confirm it meets the return requirements.
Inspection may include checking:
- Product condition
- Packaging condition
- Evidence of use
- Tamper seals
- Completeness of the return
If the returned item does not meet our return requirements, we may decline the refund and arrange for the product to be returned to you at your expense.
9. Refunds
Once your return has been approved, we will process your refund to the original payment method.
Refunds may be issued through:
Nigeria
- Paystack
United Kingdom & International Orders
- PayPal
Please note that your payment provider or financial institution may require additional time before the refunded amount appears in your account.
10. Refund Processing Time
Approved refunds are generally processed within 5–10 business days after the returned item has been inspected and approved.
Actual processing times may vary depending on your payment provider or bank.
11. Exchanges
Where stock is available, we may offer an exchange instead of a refund for eligible products.
Exchanges may be available where:
- The incorrect product was supplied.
- The product arrived damaged.
- The product is defective.
- Another appropriate reason is agreed by our Customer Support Team.
If the requested replacement is unavailable, we may offer a refund or an alternative product of similar value, subject to your agreement.
12. Order Cancellations
Customers may request cancellation of an order before it has been processed or dispatched.
Once an order has been shipped, it cannot usually be cancelled and must instead follow the returns process, where eligible.
We reserve the right to cancel orders due to:
- Pricing errors
- Stock shortages
- Suspected fraud
- Payment verification issues
- Regulatory requirements
- Other legitimate business reasons
If we cancel your order after payment has been received, you will receive a full refund.
13. Refused Deliveries
If a customer refuses delivery without a valid reason or fails to collect a parcel that is returned to us:
- Return shipping costs and any additional courier charges may be deducted from the refund where permitted by law.
- Original shipping charges may not be refunded unless required by applicable consumer protection legislation.
14. International Orders
International customers are responsible for:
- Customs duties
- Import taxes
- Local handling fees
- Regulatory charges imposed by their destination country
These charges are not included in our product prices unless clearly stated during checkout.
15. Allergic Reactions
Because every individual is different, we cannot guarantee that our products will be suitable for every skin or hair type.
We recommend conducting a patch test before using any cosmetic, skincare, or haircare product.
If you experience irritation or an allergic reaction:
- Discontinue use immediately.
- Seek appropriate medical advice if necessary.
- Contact our Customer Support Team to discuss your experience.
Refunds for allergic reactions will be considered on a case-by-case basis in accordance with applicable consumer laws.
16. Promotional Items
Products purchased during promotional campaigns remain subject to this Returns & Refund Policy unless a specific promotion states otherwise.
Complimentary gifts received with qualifying purchases may also need to be returned if the qualifying purchase is refunded.
17. Consumer Rights
Nothing in this policy limits or excludes any statutory rights available to consumers under applicable laws, including consumer protection legislation in the United Kingdom, the European Union, Nigeria, the United States, or any other jurisdiction where such rights apply.
Where local laws provide greater protection than this policy, those legal rights will prevail.
18. Changes to This Policy
We may update this Returns & Refund Policy from time to time to reflect changes in our business practices, legal requirements, or operational processes.
The latest version will always be available on our website with the updated “Last Updated” date.
19. Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us.
House of KOQ (Nigeria)
Registered Address: 30, Oritshe Street, off Obafemi Awolowo Way, Ikeja, Lagos.
Registration Number: 9718414
Email: hello@ng.houseofkoq.com
Telephone: +234 809 090 1862
Hair by KOQ (United Kingdom)
Registered Address: Ch2 1ND, 11 Woodlea Avenue, Chester
Email: hello@uk.houseofkoq.com
Telephone: +44 7538 533137
Thank You
Thank you for choosing House of KOQ.
We value your trust and are committed to providing premium beauty products, exceptional customer service, and a transparent returns process. If you have any concerns about your purchase, our Customer Support Team will be happy to assist you and work towards a fair resolution.