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KOI Terms & Conditions

Welcome to KOI. These Terms & Conditions govern your use of the KOI website, www.koiluxury.com (the "Website") and every purchase you make through it. They apply together with the KOI Privacy Policy, Return Policy, Refund Policy, Shipping & Delivery Policy and any other policy published on the Website (together, the "Terms"). By browsing or ordering from the Website, you confirm that you have read, understood and accepted these Terms.

1. Privacy

Your use of the Website is also governed by the KOI Privacy Policy, which explains how we collect, use and protect your personal information. By using the Website, you consent to those practices.

2. Payments

KOI accepts orders placed online through the Website. You can pay using UPI, credit or debit cards, net banking, digital wallets or Cash on Delivery (COD), where available.

  • COD orders carry a non-refundable handling fee, shown at checkout.
  • Repeatedly refusing COD deliveries may lead to COD being disabled for your account.

About CVV/CVC codes: The Card Verification Value (CVV) or Card Verification Code (CVC) is a security number printed only on your physical card. It does not appear on receipts or statements. Entering it during checkout helps confirm the card is in your possession. Most cards carry a 3-digit code on the back; some, such as American Express, carry a 4-digit code on the front.

3. Returns, Refunds and Cancellations

Returns, refunds and order cancellations are covered in detail in the KOI Return Policy and KOI Refund Policy. In short:

  • Returns are accepted only for damaged, incorrect, expired or defective products reported within 24 hours of delivery.
  • Orders can be cancelled only before they are dispatched.
  • Shipping and COD handling charges are non-refundable.

4. Shipping

Order processing, delivery timelines, international shipping and delivery claims are covered in the KOI Shipping & Delivery Policy.

5. Personal Use Only

Products sold on the Website are meant for personal use. They may not be resold. KOI may cancel or limit any order that it reasonably believes breaches these Terms, with or without notice.

6. Accuracy of Information

We work hard to keep product descriptions, images and prices accurate and current. Even so, colours, packaging and details may vary slightly, and occasional errors may occur. KOI may correct any error or omission at any time without prior notice, including after an order has been placed.

7. Manufacturing Information

KOI products may be manufactured and/or marketed by KOI or by authorised third-party manufacturers, in line with applicable laws and quality standards. For product-related questions, contact us at support@koiluxury.com.

8. Intellectual Property

The KOI name, logo, product names, taglines, text, graphics, images, product designs and the overall look and feel of the Website (the "Content") belong exclusively to KOI and are protected by applicable intellectual property laws. You may not copy, reproduce, modify, distribute or otherwise use any Content without KOI's prior written permission, except as these Terms allow.

9. Limited Licence to Use the Website

KOI grants you a limited, revocable, non-exclusive licence to access the Website for personal use. This licence does not permit you to:

  • Frame or mirror the Website or any part of it
  • Republish, resell, redistribute or download Content, other than normal browser caching
  • Modify, reverse engineer or create derivative works from the Website or its Content
  • Collect account or user information for yourself or others
  • Use meta tags or hidden text containing the KOI name or Content
  • Use bots, crawlers, scrapers or similar tools, or place an unreasonable load on our systems

You may link to the KOI home page for personal, non-commercial purposes, provided the link does not suggest KOI endorses you, misrepresent your relationship with KOI, or appear alongside offensive, misleading or unlawful content. Links to any other page need our written approval. KOI may ask you to remove any link, and you agree to do so promptly.

Any unauthorised use of the Website ends this licence immediately, without affecting KOI's other legal rights.

10. Your Responsibilities

When using the Website, you agree to follow these Terms, any instructions posted on the Website, and all applicable laws. You must not alter the Website or do anything that could harm its security, integrity or performance. If you fail to meet these obligations, you will be responsible for any resulting loss or cost to KOI, its affiliates or partners.

12. Special Features, Programmes and Events

KOI may occasionally offer promotions, contests, workshops, loyalty or subscription programmes, or other special features. These may come with their own terms and eligibility rules, which apply alongside, or in place of, these Terms where stated. By taking part, you agree to those additional terms.

Information shared through educational or awareness activities is general in nature and is not medical, professional, legal or financial advice unless KOI states otherwise in writing. KOI may change, pause or end any feature, programme or event at any time without liability.

13. Submissions

KOI does not request unsolicited ideas or proposals. If you send us feedback, suggestions, ideas or other material ("Submissions"), they will be treated as non-confidential. Subject to our Privacy Policy, you grant KOI a worldwide, perpetual, irrevocable, royalty-free, transferable and sub-licensable right to use, adapt, publish and commercialise your Submissions in any form, without compensation or credit to you. Submissions will not be returned.

By sending a Submission, you confirm that you own the rights to it and that it contains no viruses, spam, commercial solicitation or unlawful material. You must not use a false email address or impersonate anyone. You agree to indemnify KOI against any claim arising from your Submission.

14. User Content

You are fully responsible for any reviews, comments, photos, videos or other material you post on the Website ("User Content"). User Content is also treated as a Submission. You must not post content that:

  • Is unlawful, abusive, threatening, defamatory, obscene, hateful or misleading
  • Invades someone's privacy or infringes any intellectual property right
  • Is false, or has been posted in exchange for undisclosed payment
  • Contains viruses, malicious code, spam or unauthorised advertising

You must not impersonate others, misrepresent your affiliation, harass anyone (including minors), disguise the origin of your content, or collect other users' personal information without permission.

KOI does not endorse or routinely monitor User Content and is not liable for it. KOI may, but is not obliged to, edit, refuse or remove any User Content, and may suspend access for anyone who breaches these Terms.

16. Disclaimers and Limitation of Liability

The Website and all KOI products and services are provided "as is" and "as available". To the extent permitted by law, KOI makes no express or implied warranties, including warranties of merchantability, fitness for a particular purpose or non-infringement.

To the extent permitted by law, KOI is not liable for any direct, indirect, incidental, special, punitive or consequential loss arising from your use of, or inability to use, the Website, including:

  • Business interruption or loss of profits
  • Delays or interruptions in Website access
  • Loss, corruption or unauthorised alteration of data
  • Dealings with third-party websites
  • Viruses, system failures or technical faults
  • Errors or omissions in Website content
  • Events beyond our reasonable control

Product use: KOI products are made with care and to applicable quality standards. Individual reactions can still vary, and some ingredients may cause allergies or sensitivities, particularly for people with existing medical conditions. Please read the ingredient list, directions and warnings on every product, and consult a doctor or qualified professional before use where needed. KOI is not liable for allergic reactions, sensitivities, misuse or other outcomes from product use. Any disclaimers on the packaging or product insert also apply.

KOI's total liability for any claim relating to the Website, its products or these Terms will not exceed the lower of (i) the amount you paid for the relevant order or (ii) INR 2,000. Any claim must be brought within one (1) year of the date it arises, or it will be permanently barred.

17. Indemnity

You agree to defend, indemnify and hold KOI harmless from any claims, losses, damages or expenses arising from your misuse of the Website, breach of these Terms, or violation of any third party's rights.

18. Governing Law and Disputes

These Terms are governed by the laws of India. Any dispute relating to the Website will be subject to the exclusive jurisdiction of the courts at Gurugram, Haryana, India.

19. Electronic Communications

By using the Website, you agree to receive communications from KOI electronically, by email or through notices on the Website. These communications meet any legal requirement for written communication.

20. General

These Terms are the entire agreement between you and KOI regarding the Website and replace any earlier communications. KOI may update these Terms at any time by posting a revised version on the Website. Continuing to use the Website after an update means you accept the revised Terms.

21. International Orders

Orders delivered outside India may attract customs duties, import taxes, VAT or other local charges, which the customer must pay. If a shipment is returned because these charges were refused, KOI may deduct shipping and return costs from any refund. Customers must make sure the products they order are permitted in their destination country.

22. Gift Wrapping

Where offered, gift wrapping depends on availability and any minimum order value shown on the Website. Box designs, packaging styles and message cards may vary. KOI may change or withdraw gift wrapping at any time without notice.

23. Contact Us