Legal
Refund & withdrawal
Last updated: 2026-05-31
EU 14-day right of withdrawal
If you are a consumer in the European Union, you may withdraw from any standard purchase within 14 days of delivery without giving a reason. Email us at hello@kohasi.com within the 14-day window with your order number. You return the piece at your own cost. We refund the purchase price and original standard outbound shipping within 14 days of receiving the return or proof of shipment.
Commissioned and personalised pieces
Pieces made to your specifications are exempt from the withdrawal right under Article 16(c) of the EU Consumer Rights Directive (Art. 103(c) LGDCU). This includes:
- Vulva sculptures sculpted from your life or from your photograph (lono_project).
- Commissioned pieces in a specified size, glaze, or form.
- Anything personalised with initials, dates, or chosen materials.
This exception is flagged on the product page before you place your order.
Damaged on arrival
Photograph the damage and the packaging immediately and contact us within 48 hours at hello@kohasi.com. Under EU consumer law, we are responsible for the piece until it reaches you — you do not have to deal with the carrier. We will arrange a replacement where possible (one-of-one pieces cannot be replaced) or a full refund at no cost to you, including return shipping if we ask for the piece back.
Non-EU buyers
We offer equivalent goodwill returns for non-EU buyers: contact us within 14 days of delivery. Return shipping is at the buyer's cost unless the piece is defective or arrived damaged. Original outbound shipping is non-refundable for non-EU buyers.
How to return
Email hello@kohasi.com first — we will confirm the return address and packing instructions. Ceramic pieces should be returned in the original packaging where possible, double-boxed, with the same level of protection used in dispatch. Returns sent without prior contact may be delayed in processing.