RETURNS & EXCHANGES

Play Rugs

Returns & Exchanges (Change of Mind)

We do not accept returns or refunds for change of mind once the Play Rug or its box has been opened.

Each Play Rug is vacuum-packed individually. Once opened, it expands to its full size and cannot be repackaged. Please ensure you measure your space carefully and select your design before opening the package.

If the Play Rug remains unopened and in its original vacuum-sealed packaging, an exchange or store credit may be offered. Return shipping will be at the customer’s expense.

Play Mats

Returns & Exchanges (Change of Mind)

Please inspect your item(s) carefully upon receipt.

We accept returns for exchange or store credit only if the Play Mat:

Remains unopened and unused
Is returned in its original packaging with all original materials included (plastic, label, velcro straps, and box)

Return shipping is the customer’s responsibility.
Returned items that do not meet these conditions will be sent back to the customer.

Once the returned item has been received and inspected, a store credit will be issued.
Store credits are valid for 12 months from the date of issue.

Please note that we do not offer refunds for change of mind. If you need help choosing the right product before purchase, we are happy to assist.

👉 To begin your return or exchange request, please click here.

Manufacturing Faults or Incorrect Items

If you discover a manufacturing defect or have received an incorrect item within 7 days of delivery, please submit a Warranty Claim Request using the link below:

👉 https://kooki.com.sg/pages/warranty

Approved claims will be eligible for a replacement or refund at no additional cost.

Important Conditions (Please Read Before Requesting a Return)

Returns or exchanges for change of mind are only accepted if:

The product remains unopened and in its original packaging
The request is submitted within the stated timeframe

Shipping Costs
Customers are responsible for all return or exchange shipping costs for change-of-mind requests.

Used Items
Used items are not eligible for return or exchange. All returned items are inspected by our warehouse team.

Tracking
We strongly recommend using a trackable courier. Maison Kooki cannot be held responsible for items lost in transit.

Processing Time
Please allow up to 48 hours for inspection once the item has been received at our warehouse.

Sale Items
Sale items are final sale and are not eligible for return or exchange.

Maison Kooki reserves the right to decline any return request that does not comply with the above conditions.

Refunds & Store Credit

Approved change-of-mind returns will be issued as store credit only
Store credits are valid for 12 months
Original shipping fees are non-refundable

Cash refunds are only provided in cases of approved manufacturing defects or incorrect items.
Where applicable, a cash refund may incur a $10 processing fee, unless the item is confirmed to be defective.

Cancellation Policy

Orders are dispatched from our warehouse on the next business day. Once an order has been processed or shipped, cancellation is no longer possible.

If your order has not yet been processed, please email hello@kooki.com.sg as soon as possible. Approved cancellations will be refunded minus any applicable payment processing fees.

If an order cannot be intercepted in time, the purchaser will be responsible for return shipping costs. Refunds will be processed once the returned item has been received and inspected.