Buy any 2 for ₹1,995 ✦ Buy all 3 for ₹2,799

KOI Return Policy

KOI is committed to delivering every order in perfect condition. If something is not right with your order, this policy explains when a return is accepted and how to raise a request. Please read it carefully before placing an order.

1. When You Can Return a Product

KOI accepts returns only in the following situations:

  • The product arrived damaged during transit
  • You received a different product from the one you ordered
  • The product was past its expiry date at the time of delivery
  • The product has a manufacturing defect

2. Items That Cannot Be Returned

For hygiene and safety reasons, the following cannot be returned:

  • Products that have been opened, unsealed or used
  • Products reported more than 24 hours after delivery
  • Gift cards
  • Clearance or final-sale items
  • Products damaged through misuse, mishandling or improper storage

Because our products are hygiene-sensitive, opened products are strictly non-returnable.

3. Reporting Window

You must raise your return request on the website within 24 hours of delivery. Requests raised after this window may not be accepted.

4. How to Request a Return

Return requests are raised on the website. Within 24 hours of delivery, log in to your account on www.koiluxury.com, open your order history, select the order and choose "Request Return". As part of the request, you will need to provide:

  • The reason for the return and a short description of the issue
  • Clear photos of the product, packaging and shipping label
  • A complete, uncut unboxing video (mandatory for damage, leakage or missing-item claims)

The unboxing video must begin before the parcel is opened, with the shipping label clearly visible, and must show the condition of the product throughout. Requests without a proper unboxing video may not be accepted.

5. Review and Approval

KOI reviews every request after receiving all required details. We may ask for additional information or proof. KOI may approve or reject a request after verification and may decline requests that appear suspicious or fraudulent.

6. Replacement or Refund

Once a return is approved, KOI will offer a replacement or a refund, depending on product availability and the nature of the issue. Refunds follow the timelines in the KOI Refund Policy.

7. Non-Refundable Charges

Shipping charges and COD handling fees are non-refundable, including on approved returns.

8. Contact Us