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KOI Refund Policy

KOI wants you to shop with confidence. This policy explains when refunds are issued, how long they take, and how order cancellations and Cash on Delivery (COD) orders are handled.

1. Eligibility for a Refund

A refund may be issued when a return has been approved under the KOI Return Policy, that is, when:

  • The product arrived damaged during transit
  • You received the wrong product
  • The product was expired at the time of delivery
  • The product has a manufacturing defect

The issue must be reported within 24 hours of delivery, with your order ID, clear photos and a complete unboxing video.

2. Non-Refundable Items

Refunds are not issued for:

  • Opened, unsealed or used products
  • Products reported more than 24 hours after delivery
  • Gift cards
  • Clearance or final-sale items
  • Products damaged through misuse or improper handling

3. Refund Timeline and Method

Once your refund is approved:

  • It is processed within 5–7 business days
  • Prepaid orders are refunded to the original payment method
  • COD orders are refunded by bank transfer to the account details you provide

Your bank or payment provider may take a few additional days to show the amount in your account.

4. Order Cancellation

  • You can cancel an order at any time before it is dispatched.
  • Once an order has been shipped, it can no longer be cancelled.
  • If a cancelled order was prepaid, the amount is refunded as described in Section 3.

You can cancel your order yourself from your account on www.koiluxury.com: open your order history, select the order and choose "Cancel Order". This option is available until the order is dispatched.

5. Cash on Delivery (COD) Terms

  • If you refuse a COD delivery without a valid reason, KOI may disable COD for your future orders.
  • COD handling fees are non-refundable.

6. Non-Refundable Charges

All shipping charges and COD handling fees are non-refundable, including on approved returns and refunds.

7. Contact Us