Refund policy

Damaged, Faulty, Missing Parts, or Incorrect Items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing parts, or if you receive the wrong item, so that we can evaluate the issue and arrange a replacement, return, or refund where appropriate.

To help us process your request, please include:

  • Photos of the damaged, faulty, or incorrect item(s)
  • Your order number or proof of purchase

To start a return, contact us at info@shokakko.com.au. Items returned without prior authorisation will not be accepted.

14-Day Cooling-Off Period (Change of Mind Returns)

You have the right to cancel your order within 14 days of receiving your goods.

To exercise your right of cancellation, you must notify us within 14 days of receiving your order by contacting us at info@shokakko.com.au.

Once you notify us of your decision to cancel, you must return the item(s) within 14 days.

To be eligible for a return, the item must be:

  • Unused and in the same condition that you received it;
  • In its original packaging;
  • Complete with any tags, accessories, and included materials.

Items returned without prior authorisation will not be accepted.

Unless the item is faulty, damaged, or incorrectly supplied, customers are responsible for the cost of return shipping.

Order Cancellation

You may cancel your order at any time before it has been shipped.

You may cancel your order through your customer account or by contacting us at info@shokakko.com.au.

If your order has already been shipped, you may still exercise your rights under the 14-day Cooling-Off Period above.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@shokakko.com.au.

Original shipping charges are non-refundable for change-of-mind returns.

However, if you are a consumer in the European Union or European Economic Area and exercise your statutory right of withdrawal within the applicable cooling-off period, we will refund the original standard delivery charges as required by applicable law.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrectly supplied.

Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Sale or clearance items
  • Custom-made, personalized, or made-to-order products (if applicable)

This does not affect your rights in relation to faulty, damaged, or incorrectly supplied items.

Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied.

If you believe you are eligible for an exchange, please contact us at info@shokakko.com.au.

Incorrect or Incomplete Delivery Information

Please contact us immediately if your delivery address is incorrect or incomplete. We will make reasonable efforts to update your shipping information before the order is processed.

Once an order has been processed or shipped, we may be unable to make changes to the delivery address.

We are not responsible for delays, failed deliveries, or parcels lost due to incorrect or incomplete address information provided by the customer.

If a parcel is returned to us due to an incorrect or incomplete address and you would like it reshipped, additional shipping charges will apply.

If you prefer a refund after the parcel is returned to us, we can provide a refund for the products purchased. Original shipping charges are non-refundable unless otherwise required by applicable law.