Refund policy

Return & Refund Policy

1. Our 30-Day Return Policy

You may return items within 30 days of receiving your order.

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

  • Unused and in the same condition that you received it

  • In its original packaging with tags and accessories

  • Accompanied by proof of purchase

To initiate a return, email us at hello@kooshl.com. Please include your order number and reason for return. Returns must be sent to:

Kooshl GmbH & Co.KG
Gustav-Hicking-Str. 25
45127 Essen
Germany

❗ Items sent back without prior return request will not be accepted.

Return Shipping: For all returns under our 30-day policy, you are responsible for the cost of return shipping, unless the item is faulty or incorrect.

2. Damages & Issues

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately so we can evaluate and resolve the issue.

3. Exceptions / Non-Returnable Items

We do not accept returns on:

  • Perishable goods (e.g., food, plants)

  • Custom or personalized items

  • Beauty, hygiene, or personal care products

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

Special Guarantee for the Kooshl Offline Mask: Unlike our standard return policy, the Kooshl Offline Mask is covered by our voluntary "Sleep Better Guarantee." You may return this specific item within 30 days of receipt, even if it has been opened and used, provided the product is functional, undamaged, and returned with all accessories (charging cable, battery, etc.). Please note: Standard return shipping costs apply unless the item is defective.

Heated infrared cushions (our main product) are returnable under both the 30-day policy and the 14-day EU withdrawal period, as long as they are unused and complete with charger and battery.

4. Exchanges

To exchange a product, please return the item first. Once accepted, place a new order separately.

5. EU Right of Withdrawal (14-Day Cooling-Off Period)

If your order was delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days without giving a reason.

To exercise this right, email us at hello@kooshl.com within 14 days of receiving your item. You can send us a free-form message or use the model withdrawal form below.

📝 You are not required to use this form, but it helps us process your request more efficiently.

Model Withdrawal Form

To: Kooshl GmbH & Co.KG
Eduard-Lucas-Str 21
45131 Essen
Germany
Email: hello@kooshl.com

I/We hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
– Ordered on: [insert date]
– Received on: [insert date]
– Name of consumer(s): [insert name]
– Address of consumer(s): [insert address]
– Signature of consumer(s) (only if sent by post)
– Date

Return Shipping for EU Withdrawals: You must cover the cost of return shipping under this right, unless the item is faulty.

Refunds: We will refund the full purchase amount, including original shipping (standard only), within 14 days of receiving your returned goods or your withdrawal notice (whichever comes first), using the original payment method.

6. Refund Processing

We’ll notify you once your return is received and inspected. If approved, we will refund your payment via the original payment method within 14 business days. Please allow additional time for your bank to process it.

If more than 17 business days have passed since your refund was approved and you haven’t received it, please contact us at hello@kooshl.com.