Terms & Conditions

These Terms & Conditions are made up of:

• Part A — Terms of Use of Website
• Part B — Terms of Sale
• Part C — Subscriptions
• Part D — General

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

Part A: Terms of Use of Website

These are the rules for using our website. We have tried to keep them clear and fair. Where the law gives you rights that we cannot limit, we say so.

1. Who We Are

koh.com is operated by Koh Australia Pty Ltd ABN 12 139 768 219, registered at Level 5, 60 Martin Place, Sydney NSW 2000 ("Koh", "us", "we", "our").

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

We sell cleaning products and accessories direct to consumers in Australia and New Zealand. If you are accessing this Site from New Zealand, these terms apply to you and your rights under New Zealand consumer law are preserved.

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 make a purchase, you will be asked to confirm your acceptance of these terms. This confirmation, together with your use of the Site, forms a binding agreement between you and Koh.

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 with us) or by a prominent notice on our Site;
• give you at least 14 days’ notice 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 will not affect orders already confirmed before the effective date.

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.

If you have a current subscription and we anticipate extended downtime, we will give you reasonable notice and credit your account for any material period of unavailability.

5. Who Can Use Our Site

Our Site is intended for users who are at least 18 years old and reside in Australia or New Zealand.

If you access our Site from outside Australia or New Zealand, you are responsible for compliance with any local laws that apply to you.

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 from our Site for personal, non-commercial use. You may share links to our Site and draw others’ attention to our content.

You must not use any content on our Site for commercial purposes without our written permission. You must always acknowledge Koh as the source of content you use.

7. Information on This Site

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

We take reasonable care to keep our Site accurate and up to date, but we do not guarantee that all information is complete or error-free at all times.

Important: This clause does not apply to product descriptions, specifications, or performance claims on our Site. Products must match their description, and nothing in these terms limits your rights under the Australian Consumer Law or New Zealand Consumer Guarantees Act in relation to product information.

8. Security and Links

8.1 We take reasonable measures to keep our Site secure, but we cannot guarantee it will always be free from bugs or security threats. We recommend using up-to-date virus protection software when browsing any website.

8.2 Our Site may contain links to third-party websites. These links are for your information only and do not imply our endorsement. We are not responsible for the content or practices of third-party sites.

9. Cookies

We use cookies and similar technologies to improve your experience on our Site. For full details of the cookies we use, why we use them, and how to manage them, please see our Privacy Policy at koh.com/privacy.

Some cookies are essential for the Site to function. Others help us understand how you use our Site so we can improve it. We will ask for your consent before setting non-essential cookies.

10. User-Generated Content

We love seeing how you use Koh products. If you share content with us, here is how we handle it.

10.1 Our Site and social media channels may allow you to upload content related to Koh or our products, including text, photos, images, video, and other material ("User-Generated Content" or "UGC").

10.2 If we would like to feature your UGC on our Site, social media, or in our marketing, we will ask for your permission first. If you reply with the hashtag #YesKoh or otherwise confirm your agreement, you are granting us the licence described in clause 10.4.

10.3 If you upload UGC directly to our Site (as distinct from your own social media channels), you agree to the terms in this clause 10 by completing the upload.

10.4 Where you grant us permission under clause 10.2 or 10.3, you give Koh a non-exclusive, worldwide, royalty-free licence to use, publish, reproduce, and display your UGC for the purpose of marketing and promoting Koh and our products, on our Site, social media channels, and in our marketing materials. We may sub-licence this right to our group companies, contractors, and service providers for these purposes.

10.5 We will always attribute your UGC to you, using your name, username, or social media handle. You consent to this attribution.

10.6 You can withdraw your permission at any time by contacting us at careau@koh.com. We will stop using your UGC in new materials within a reasonable time, though we cannot remove content already published by third parties or in materials already distributed.

10.7 You confirm that you own (or have the right to licence) all rights in any UGC you share with us, and that your UGC does not infringe anyone else’s rights.

10.8 You are responsible for the content of your UGC, including its accuracy and legality.

10.9 You agree to compensate us for any loss we suffer as a direct result of your UGC infringing third-party rights or breaching your warranties in clause 10.7, except to the extent we caused or contributed to the loss.

10.10 We may remove UGC at any time if it does not comply with our content standards (see clause 11) or for any other reason.

11. Content Standards

UGC uploaded to our Site or social media channels must not:

• be defamatory, obscene, offensive, harassing, violent, hateful, or otherwise inappropriate;
• contain or promote sexual or pornographic material, violence, or discrimination;
• infringe any intellectual property or other rights of any person;
• violate any person’s legal rights (including privacy rights) or give rise to civil or criminal liability;
• promote illegal activity;
• deceive or impersonate any person or misrepresent your identity; or
• involve unauthorised commercial activities or solicitation.

We may report breaches to law enforcement and disclose your identity to them. If you breach these standards, your right to use our Site ceases immediately.

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. Linking to Our Site

You may link to our Site provided the link is fair, legal, and does not damage our reputation. Please contact careau@koh.com before linking. Any linking site must comply with our content standards.

13. Our Trademarks

"Koh" and all related names, logos, product names, designs, and slogans are our trademarks. You must not use them without our written permission, except as part of content you are permitted to use under clause 10.

14. Prohibited Uses

You may only use our Site for lawful purposes and in accordance with these terms. You must not:

• use the Site in any way that violates any applicable law;
• send, upload, or re-use material that does not comply with our content standards;
• transmit advertising or promotional material without our permission;
• impersonate any person or entity;
• use any automated tools (robots, scrapers, etc.) to access or copy the Site;
• introduce viruses or other malicious software;
• attempt to gain unauthorised access to the Site or any connected systems; or
• interfere with anyone else’s use of the Site.

If you breach this clause, your right to use our Site ceases immediately.

15. Disclaimer

While we take reasonable care with the information on our Site, content may contain inaccuracies or errors and is subject to change without notice.

This disclaimer does not apply to product descriptions or claims, which are subject to the Australian Consumer Law and New Zealand Consumer Guarantees Act.

16. Limitation of Liability

We take our responsibilities seriously. Here is how liability works.

16.1 Your rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993 are not affected by anything in these terms. We do not exclude, restrict, or modify those rights in any way.

16.2 We do not exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot be excluded or limited by law.

16.3 Subject to clauses 16.1 and 16.2, our total liability to you for any loss or damage arising out of or in connection with your use of our Site (excluding the purchase of products, which is covered in Part B) is limited to AUD $100 or the amount you paid to us in the 12 months preceding the claim, whichever is greater.

16.4 Subject to clauses 16.1 and 16.2, we are not liable for any indirect or consequential loss, including loss of profit, revenue, data, or goodwill, arising from your use of our Site.

17. Termination

17.1 We may terminate your access to our Site if:

• you seriously breach these terms (in which case termination is immediate); or
• you breach these terms and fail to remedy the breach within 14 days of us notifying you.

17.2 If you have a subscription, we will refund any unused portion on a pro-rata basis.

17.3 Clauses 6, 10.4, 10.9, 16, and this clause 17 survive termination.

Part B: Terms of Sale

This part covers what happens when you buy from us. We want the process to be straightforward and fair.

18. Application

18.1 All purchases from our online store at koh.com ("Koh Online Store") are governed by these terms of sale, together with any promotional terms notified to you at the time of ordering.

18.2 By placing an order, you agree to these terms of sale, our terms of use (Part A), and our Privacy Policy.

19. Your Account

If you create an 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. If you suspect unauthorised access, contact us immediately at careau@koh.com.

20. Personal Use and Wholesale

Products purchased from our online store are for personal, household use and must not be resold or resupplied 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.

If you are interested in purchasing Koh products for wholesale or commercial purposes, please contact us at careau@koh.com to discuss wholesale arrangements.

21. Placing an Order

21.1 To place an order you must:

• accept these terms of sale;
• provide your name, address, phone number, email address, and payment details;
• provide a delivery address within Australia or New Zealand; and
• be aged 18 or over.

21.2 Before confirming your order, you will have the opportunity to review your order, check the total price, and correct any errors.

22. Contract Formation

When you submit an order, we will send you an email acknowledging receipt ("Order Confirmation"). This confirms that we have received your order.

The contract between us is formed when we dispatch your order and send you a shipping confirmation email ("Shipping Confirmation"). The contract applies only to the products listed in the Shipping Confirmation.

23. Our Right to Decline an Order

23.1 We may decline all or part of an order in the following circumstances:

• there is a pricing, description, or image error caused by a system or human mistake;
• we suspect the order is fraudulent or not made in accordance with these terms;
• the order exceeds any quantity restrictions we have notified to you; or
• the product is out of stock.

23.2 If we decline an order, we will notify you promptly and process a full refund within 5 business days.

24. Prices and Payment

24.1 The price charged for a product is the price shown on the Site at the time you place your order.

24.2 Prices include GST (or other applicable taxes) but do not include shipping and handling charges, which are shown separately during checkout and in your Order Confirmation.

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

24.4 Prices may change at any time, but changes do not affect orders for which we have already sent a Shipping Confirmation.

24.5 Payment must be made by Visa, Mastercard, or PayPal. If payment cannot be processed, we will cancel the order.

24.6 Savings on bundles and refill packs are calculated against the full individual product prices.

25. Promotional Codes

Promotional codes are subject to any specific terms notified at the time they are issued. Generally: one code per transaction, cannot be combined with other offers, cannot be exchanged for cash, and cannot be applied retroactively. Delivery charges are excluded from percentage discount calculations.

26. Delivery

26.1 For Australian orders: We aim to dispatch orders received before 3pm (Sydney time) on the next business day. Standard delivery is 3–5 business days from dispatch.

26.2 For New Zealand orders: Delivery times may be longer. Estimated delivery timeframes will be shown during checkout.

26.3 If we cannot deliver within the estimated timeframe, we (or our carrier) will contact you.

26.4 If delivery fails because you provided an incorrect address, or you unreasonably delay accepting delivery, the package will be returned to us. We will contact you to rearrange delivery or process a refund (less any additional shipping costs).

27. Risk and Title

The products are at your risk from delivery to you. We retain title to the products until we have received full payment and sent you a Shipping Confirmation.

28. Events Outside Our Control

We are not responsible for delays or failures caused by events beyond our reasonable control, including natural disasters, epidemics, strikes, war, government action, transportation failures, or power outages. Our obligations are suspended for the duration of such events.

29. Product Availability

We use reasonable efforts to keep products available, but stock may run out for reasons beyond our control.

30. Refer a Friend

30.1 We may offer referral promotions from time to time. Where we do:

• one referral offer per transaction;
• referrals must be personal and non-commercial; and
• bulk circulation or conduct we reasonably consider fraudulent is prohibited.

30.2 We reserve the right to withdraw or invalidate referral offers that do not comply with these conditions.

31. Your Rights When Things Go Wrong

We stand behind everything we make. Here are your rights when a product does not meet your expectations.

Your statutory rights

31.1 Our products come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993. Nothing in these terms limits those rights.

31.2 In Australia, under the Australian Consumer Law:

• You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
• You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• For a major failure, you choose the remedy (refund, replacement, or compensation). For a minor failure, we may choose to repair, replace, or refund.

31.3 In New Zealand, under the Consumer Guarantees Act 1993:

• Goods must be of acceptable quality, fit for purpose, and match their description.
• If a product fails to meet these guarantees and the failure is of a substantial character, you may reject the product and choose a refund or replacement.
• If the failure is not of a substantial character, we will repair or replace the product within a reasonable time.

31.4 For defective products, we will cover reasonable return shipping costs. Please contact careau@koh.com to arrange the return.

Our 30-Day Money Back Guarantee

31.5 In addition to your statutory rights, we offer a 30-day money back guarantee on all of our products. This is a voluntary guarantee and does not replace or limit your statutory rights.

31.6 If you are not satisfied with a product, you may return it within 30 days of delivery for a full refund of the product price and original shipping charges. You must pay the return shipping costs (unless the product is defective, in which case clause 31.4 applies).

31.7 Once we receive and validate the returned product, we will process your refund and confirm by email.

Voluntary warranty against defects

31.8 Any voluntary warranty we provide is in addition to your statutory rights and does not exclude, restrict, modify, or limit those rights in any way.

31.9 Voluntary warranty terms may vary depending on whether a product is used for personal household use or commercial use. Some products, such as the Spray Mop, are designed for personal household use only and are not suitable for commercial use.

Warranty provider: Koh Australia Pty Ltd, ABN 12 139 768 219, Level 5, 60 Martin Place, Sydney NSW 2000. Contact: careau@koh.com.

32. Liability, Exclusions, and Limitations

32.1 Nothing in these terms of sale excludes, restricts, or limits your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act 1993.

32.2 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be excluded or limited by law.

32.3 Subject to clauses 32.1 and 32.2, for claims not covered by statutory consumer guarantees, our aggregate liability to you is limited to the price you paid for the relevant products.

32.4 Subject to clauses 32.1 and 32.2, we are not liable for indirect or consequential loss, including loss of profit, revenue, data, or goodwill.

33. Privacy

We collect, use, and disclose your personal information in accordance with our Privacy Policy at koh.com/privacy. Please read it before purchasing.

34. Termination of Sale Contract

We may terminate a contract for the supply of products before delivery if:

• you seriously breach these terms and the breach cannot be remedied; or
• you breach these terms and do not remedy the breach within 7 days of our notice.

If we terminate under this clause, we will refund any money already received for that order.

Part C: Subscriptions

Subscriptions are designed to make your life easier. Here is how they work, with no surprises.

35. What Is a Subscription?

35.1 A subscription is a recurring order for selected products, delivered at a frequency you choose (e.g., every 4, 6, 8, or 12 weeks).

35.2 When you sign up for a subscription, you agree that we will automatically charge your chosen payment method and deliver the selected products at the agreed frequency until you cancel.

36. Subscription Pricing and Charges

36.1 The subscription price is the price shown on the Site at the time you sign up. We may offer discounts on subscription orders compared to one-off purchases.

36.2 If we need to change the price of your subscription, we will give you at least 14 days’ notice by email. You can cancel before the price change takes effect.

36.3 Your payment method will be charged on or around the date of each scheduled delivery. If payment fails, we will notify you and attempt to charge again. If payment continues to fail, we may pause or cancel your subscription.

36.4 We will send you a reminder email at least 3 days before each scheduled billing date, giving you the opportunity to skip, pause, or modify your next delivery before you are charged.

37. Managing Your Subscription

37.1 You can manage your subscription through your account on the Site, including:

• changing the delivery frequency;
• changing the products in your subscription;
• skipping a delivery;
• pausing your subscription; and
• cancelling your subscription.

37.2 Changes must be made before the cut-off date for your next order (shown in your account). Changes made after the cut-off will take effect from the following delivery.

38. Cancellation

38.1 You can cancel your subscription at any time through your account on the Site or by contacting us at careau@koh.com. There is no minimum commitment period and no cancellation fee.

38.2 Cancellation takes effect before your next scheduled delivery. Orders already dispatched before cancellation cannot be cancelled (but can be returned under clause 31).

38.3 If you cancel a subscription that includes a discounted introductory offer and have not yet received the minimum number of deliveries specified in the offer terms, you may forfeit the introductory discount. We will notify you of this before your cancellation is confirmed.

39. Subscription Returns

Products received through a subscription are subject to the same returns policy and statutory rights described in clause 31. If you receive a defective product, please contact us at careau@koh.com.

Part D: General

40. Transfer of Rights

40.1 These terms are binding on you and Koh.

40.2 You must not transfer any of your rights or obligations under these terms without our written consent.

40.3 We may transfer our rights or obligations to another organisation. If we do, we will ensure your rights under these terms are preserved and we will notify you in writing.

41. Changes to These Terms

We may update these terms from time to time. Material changes take effect 14 days after we notify you (see clause 3). Changes do not affect contracts already formed before the effective date.

42. Entire Agreement

These terms and our Privacy Policy represent the entire agreement between you and Koh regarding your use of the Site and purchase of products.

Nothing in this clause limits your rights under the Australian Consumer Law or the Fair Trading Act 1986 (NZ) in relation to misleading or deceptive conduct or misrepresentation.

42A. 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.

43. Severability

If any provision in these terms is found to be unenforceable, illegal, or void, that provision is severed and the rest of these terms remain in force.

44. Governing Law

44.1 For customers in Australia: These terms are governed by the laws of New South Wales. You and Koh submit to the non-exclusive jurisdiction of the courts of New South Wales and the Commonwealth of Australia.

44.2 For customers in New Zealand: These terms are governed by the laws of New Zealand to the extent required by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Disputes may be heard in the courts of New Zealand.

44.3 Nothing in this clause limits your right to bring proceedings in any court with jurisdiction.

45. How to Contact Us

If you have any questions about these terms, please contact us:

Email: careau@koh.com

Post: Koh Australia Pty Ltd, Level 5, 60 Martin Place, Sydney NSW 2000

These terms were last updated on 1 April 2026.

Version 1.0 — 1 April 2026