Terms & Conditions

These Terms & Conditions are made up of:

Part A — Terms of Use of Website
Part B — Terms of Sale
Part C — General

Our Privacy Policy is a separate document, available at uk.koh.com/privacy

Part A: Terms of Use of Website

These are the rules for using our website. We have kept them as clear and fair as we can.

1. Who We Are

uk.koh.com is operated by Koh Europe Ltd, company number 11333689, registered at C/O Womble Bond Dickinson (UK) LLP, The Spark, Drayman’s Way, Newcastle Helix, Newcastle Upon Tyne NE4 5DE ("Koh", "us", "we", "our").

"You" means the individual or entity using our website ("Site").

Email: careuk@koh.com

2. Accepting These Terms

By using our Site, you agree to these terms. If you do not agree, please do not use our Site.

When you create an account or place an order, you will be asked to confirm your acceptance. This forms a binding agreement between us.

3. Changes to These Terms

We may update these terms from time to time. Where we make material changes, we will notify you by email (if you have an account) or by a prominent notice on our Site at least 14 days before the changes take effect.

Your continued use of the Site after the notice period means you accept the updated terms. If you do not agree, you can close your account and stop using the Site. Changes do not affect contracts already formed.

4. Site Availability

We do our best to keep the Site available, but we cannot guarantee uninterrupted access. We may suspend or restrict access for maintenance, updates, or operational reasons.

5. Who Can Use Our Site

Our Site is intended for users who are at least 18 years old and reside in the United Kingdom. If you access our Site from outside the UK, you are responsible for compliance with any local laws that apply.

6. Intellectual Property

We own or licence all intellectual property on our Site, including text, images, logos, designs, and trademarks. All rights are reserved.

You may download content for personal, non-commercial use and share links to our Site. You must not use any content for commercial purposes without our written permission.

7. Information on This Site

General information on our Site (such as cleaning tips) is provided for information only and is not professional advice.

This clause does not apply to product descriptions, specifications, or claims, which form part of our contract with you under the Consumer Rights Act 2015. Products must match their description.

8. Security and Links

We take reasonable measures to keep our Site secure but cannot guarantee it will always be free from bugs or threats. We recommend using up-to-date virus protection software.

Links to third-party websites are for information only and do not imply our endorsement. We are not responsible for third-party content.

9. Cookies

We use cookies and similar technologies on our Site. For full details, please see our Privacy Policy at uk.koh.com/privacy.

We will ask for your consent before setting non-essential cookies, in accordance with the Privacy and Electronic Communications Regulations 2003 (PECR).

10. User-Generated Content

We appreciate it when you share how you use Koh. Here is how we handle your content.

10.1 Our Site and social media channels may allow you to upload content related to Koh or our products ("User-Generated Content" or "UGC").

10.2 If we would like to use your UGC, we will ask your permission first. If you reply with #YesKoh or otherwise confirm, you grant us the licence in clause 10.4.

10.3 If you upload UGC directly to our Site, you agree to this clause 10 by completing the upload.

10.4 You give Koh a non-exclusive, worldwide, royalty-free licence to use, publish, reproduce, and display your UGC for marketing and promoting Koh and our products, on our Site, social media, and marketing materials. We may sub-licence this to our group companies and service providers for these purposes.

10.5 We will always attribute your UGC to you.

10.6 You can withdraw permission at any time by emailing careuk@koh.com. We will stop using your UGC in new materials within a reasonable time.

10.7 You confirm you own (or have rights to) all UGC you share, and it does not infringe anyone else’s rights.

10.8 You agree to compensate us for loss arising directly from your UGC infringing third-party rights, except where we caused or contributed to the loss.

10.9 We may remove UGC at any time if it does not meet our content standards (clause 11).

11. Content Standards

UGC must not be defamatory, offensive, violent, discriminatory, infringing, illegal, deceptive, or involve unauthorised commercial activity. We may report breaches to law enforcement.

11A. Social Media Community Guidelines

Our social media channels are spaces for sharing, learning, and conversation about Koh and our products. We ask that all participants be respectful and constructive. The content standards in clause 11 apply equally to interactions on our social media channels, including comments, direct messages, and user posts.

We may remove comments or block users who breach these standards. We do our best to respond to comments and questions promptly, but we cannot guarantee the accuracy of third-party comments on our channels.

12. Prohibited Uses

You must not use the Site unlawfully, send malicious software, scrape or overload the Site, impersonate others, or interfere with the Site’s operation.

13. Limitation of Liability

13.1 Nothing in these terms excludes or limits our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
breach of your rights under the Consumer Rights Act 2015 (including sections 9, 10, 11, 12, and 17); or
any other liability that cannot be excluded or limited by law.

13.2 Subject to clause 13.1, our total liability for any loss arising from your use of the Site (excluding purchases, covered in Part B) is limited to £100 or the amount you paid us in the 12 months preceding the claim, whichever is greater.

13.3 Subject to clause 13.1, we are not liable for indirect or consequential loss.

14. Termination

We may terminate your access if you seriously breach these terms (immediately) or fail to remedy a breach within 14 days of notice.

Part B: Terms of Sale

This covers what happens when you buy from us. We want it to be straightforward.

15. Application

All purchases from the Koh Online Store at uk.koh.com are governed by these terms of sale plus any promotional terms notified at the time of ordering. By ordering, you agree to these terms, our terms of use (Part A), and our Privacy Policy.

16. Pre-Contractual Information

Before you place an order, we will provide you with the information required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including product details, total price, delivery costs, and your right to cancel.

17. Your Account

You are responsible for keeping your login details confidential and for all activity under your account, unless someone gains access through no fault of yours. Contact careuk@koh.com immediately if you suspect unauthorised access.

18. Personal Use

Products are for personal, household use and must not be resold commercially.

If we reasonably believe that orders are being placed for resale or commercial distribution, we may cancel or refuse orders, suspend or close your account, and recover any discounts applied.

Koh does not currently operate a UK wholesale portal. If you are interested in wholesale enquiries, please contact careuk@koh.com.

19. Placing an Order

To order, you must accept these terms, provide your details and a UK delivery address, and be aged 18 or over. Before confirming, you can review your order, check the total price, and correct errors.

20. Contract Formation

We will send an Order Confirmation email when we receive your order. The contract is formed when we dispatch and send a Shipping Confirmation. The contract covers only the products listed in the Shipping Confirmation.

21. Our Right to Decline an Order

We may decline an order where there is a pricing, description, or image error; we suspect fraud; the order exceeds quantity restrictions; or the product is out of stock. If we decline, we will notify you promptly and refund in full within 5 business days.

22. Prices and Payment

22.1 Prices include VAT but exclude delivery charges, which are shown separately during checkout.

22.2 If we discover a pricing error before dispatch, we will contact you. You can proceed at the correct price or cancel for a full refund. We will not charge more than the checkout price without your consent.

22.3 Payment by Visa, Mastercard, American Express, or PayPal. Payment is taken when you place the order.

23. Delivery

23.1 We aim to dispatch orders received before 3pm (UK time) on the next business day. Standard delivery is 3–5 business days from dispatch.

23.2 Under section 28 of the Consumer Rights Act 2015, unless we agree a specific delivery date, goods must be delivered without undue delay and within 30 days. If we fail to deliver within the agreed timeframe and you have told us the delivery date is essential, you may cancel the order.

23.3 If delivery fails due to an incorrect address or unreasonable delay in accepting delivery, the package will be returned to us and we will contact you.

24. Risk and Title

Risk passes to you on delivery. Title remains with us until full payment and Shipping Confirmation.

25. Events Outside Our Control

We are not responsible for delays caused by events beyond our reasonable control (natural disasters, strikes, war, government action, transport or utility failures). Our obligations are suspended during such events.

26. Your Right to Cancel (14-Day Cooling-Off Period)

This is a statutory right. It applies to all distance purchases, regardless of reason.

26.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, for any reason or no reason.

26.2 The 14-day cancellation period starts the day after you (or someone you nominate) receives the goods.

26.3 To cancel, you must notify us clearly before the 14-day period expires. You can:

email us at careuk@koh.com;
use the model cancellation form below; or
contact us by any other clear written communication.

26.4 If you cancel within the 14-day period:

you must return the goods to us within 14 days of notifying us of cancellation;
you are responsible for the cost of return postage (unless the goods are faulty);
we will refund the full price plus standard outbound delivery charges within 14 days of receiving the returned goods (or evidence of their return); and
if you chose a delivery method more expensive than standard delivery, we will only refund the standard delivery cost.

26.5 You may inspect the goods as you would in a shop, but if you handle them beyond what is necessary, we may deduct an amount from your refund to reflect any reduction in value.

Model Cancellation Form

To: Koh Europe Ltd, C/O Womble Bond Dickinson (UK) LLP, The Spark, Drayman’s Way, Newcastle Helix, Newcastle Upon Tyne NE4 5DE / careuk@koh.com

I hereby give notice that I cancel my contract for the supply of the following goods: [description]

Ordered on [date] / received on [date]

Name: [your name]

Address: [your address]

Signature (if sent by post): _______________

Date: _______________

27. Our 30-Day Money Back Guarantee

This is in addition to your statutory 14-day cancellation right, not a replacement for it.

27.1 If you are not satisfied with a product, you may return it within 30 days of receipt for a full refund of the product price and original delivery charges. You must pay return postage (unless the product is faulty).

27.2 This guarantee applies to all products purchased from the Koh Online Store.

27.3 Once we receive and validate your return, we will process your refund and confirm by email.

28. Your Rights for Faulty Goods

The Consumer Rights Act 2015 gives you clear rights when goods are not up to standard.

28.1 Under the Consumer Rights Act 2015, goods must be:

of satisfactory quality (section 9);
fit for a particular purpose (section 10);
as described (section 11); and
matching any sample or model (section 12).

28.2 Short-term right to reject: If goods do not meet these standards, you have 30 days from delivery to reject them and receive a full refund (section 22).

28.3 Right to repair or replacement: After 30 days but within 6 months, you can request a repair or replacement. If the repair or replacement is unsuccessful, you have a final right to reject the goods for a refund (which may be reduced for use) or to request a price reduction (sections 23–24).

28.4 After 6 months: You can still request a repair or replacement, but you may need to prove the fault was present at the time of delivery.

28.5 For faulty goods, we will cover reasonable return postage costs. Please contact careuk@koh.com.

28.6 Nothing in these terms excludes or limits your rights under the Consumer Rights Act 2015.

29. Liability, Exclusions, and Limitations

29.1 Nothing in these terms excludes or limits our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
breach of your rights under sections 9–12 and 17 of the Consumer Rights Act 2015; or
defective products under Part I of the Consumer Protection Act 1987.

29.2 Subject to clause 29.1, for claims not covered by statutory consumer rights, our aggregate liability is limited to the price you paid for the relevant products.

29.3 Subject to clause 29.1, we are not liable for indirect or consequential loss, including loss of profit, revenue, data, or goodwill.

30. Refer a Friend

Where we offer referral promotions: one per transaction, must be personal and non-commercial, bulk circulation or fraudulent conduct is prohibited. We may withdraw non-compliant offers.

31. Privacy

We handle your personal information in accordance with our Privacy Policy at uk.koh.com/privacy.

32. Termination of Sale Contract

We may terminate before delivery if you seriously breach these terms (immediately) or fail to remedy a breach within 7 days. If we terminate, we will refund money received for that order.

Part C: General

33. Transfer of Rights

You must not transfer your rights without our consent. We may transfer ours, but we will notify you and ensure your rights are preserved.

33A. Use of AI and Automated Tools

We use artificial intelligence and automated tools to assist with certain aspects of our operations, including:

customer service ticket responses (via Gorgias AI), where AI-generated responses are reviewed by our team before being sent to customers; and
social media response drafting (via third-party AI tools including ChatGPT and Claude), where all AI-generated content is reviewed, edited, and approved by a team member before posting.

AI tools are used to assist our team, not to replace human oversight. No automated decision is made about you without human review.

34. Entire Agreement

These terms and our Privacy Policy are the entire agreement between us regarding your use of the Site and purchases.

Nothing in this clause limits your rights in relation to misrepresentations made by us, whether under section 2(1) of the Misrepresentation Act 1967 or otherwise.

35. Severability

If any provision is unenforceable, it is severed and the rest continues in force.

36. Third Party Rights

Unless expressly stated, no one other than you and Koh has rights under these terms by virtue of the Contracts (Rights of Third Parties) Act 1999.

37. Governing Law and Jurisdiction

37.1 These terms are governed by the law of England and Wales.

37.2 The courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland, you may also bring proceedings in Scottish courts. If you live in Northern Ireland, you may also bring proceedings in Northern Irish courts.

38. Dispute Resolution

If you have a complaint, please contact us at careuk@koh.com first. We will try to resolve it directly.

We do not currently participate in an alternative dispute resolution (ADR) scheme. If we cannot resolve your complaint, you may wish to contact Citizens Advice (citizensadvice.org.uk) or Trading Standards for further guidance.

39. How to Contact Us