Return & Refund Policy

You may return most items purchased directly from koiboni.online within 30 days of the delivery date for a refund or exchange, provided the item is unused, in resalable condition and returned with all original packaging, accessories, manuals and any free gifts included. Proof of purchase (order number or order confirmation email) is required.

Returns must be requested within 30 days of delivery, and the item must be shipped back to us within 14 days of receiving your return authorization. Requests made after the return window may be declined, or accepted at our discretion as store credit.

• Unused, unwashed and free of damage, odour, pet hair or wear.
• All original packaging, protective materials, tags, cables, blades, batteries and accessories included.
• Powered equipment must be drained of fuel and oil, clean, and safe to handle in transit.
• Items returned incomplete, used beyond reasonable inspection, or damaged by the customer may receive a partial refund reflecting the loss in value, or be returned to you at your cost.

1. Email support@koiboni.online (or call +1 650 468 5832) with your order number, the item(s) concerned and the reason for return.
2. We review your request and reply with a Return Merchandise Authorization (RMA).
3. Pack the item securely, write the RMA number clearly on the outside of the parcel and ship it to the return address supplied in your RMA email.
4. Send us the return tracking number so we can monitor the parcel.

Items returned without an RMA cannot be identified against an order and may be refused or returned to sender.

We confirm whether a return is accepted within 1–2 business days of your request and issue the RMA number and return instructions by email.

• Our error — faulty, damaged in transit, incorrect or missing item: KOIBONI pays return shipping and provides a prepaid label. You are refunded in full, including original shipping.
• Change of mind or ordering the wrong item: you pay return shipping. We recommend a tracked, insured service, as we cannot refund items that do not reach us.
• There is no restocking fee on standard items. Oversized freight items returned by change of mind are subject to the actual return freight cost, quoted to you before you commit to the return.

Returns are received at our US returns facility. The exact address is provided in your RMA email, because it depends on the fulfilment center that shipped your order. Please do not send returns to our registered office in Hong Kong — such parcels cannot be processed or refunded.

Report transit damage to support@koiboni.online within 72 hours of delivery with photographs of the item, the damage and the outer packaging. We will send a replacement or issue a full refund, including shipping, at no cost to you, and we do not usually require damaged items to be returned unless the carrier requests inspection.

If you receive an item you did not order, contact us within 7 days of delivery. We will send a prepaid return label and dispatch the correct product immediately, or refund you in full if you prefer.

If part of an order is missing, contact support@koiboni.online with your order number within 7 days of delivery. Multi-item orders sometimes ship in separate parcels; we will confirm the status of each parcel and ship or refund any item not accounted for.

• Items marked "Final sale" or "Clearance" on the product page at the time of order.
• Gift cards and digital vouchers.
• Consumables and hygiene-sensitive items once opened (for example filters, blades, cartridges, sealed cleaning fluids).
• Custom-configured or special-order items produced specifically for you.

These exclusions do not apply where an item is faulty, damaged or not as described.

You can cancel an order free of charge within 12 hours, or any time before dispatch, by emailing support@koiboni.online with your order number. Once an order has been dispatched it cannot be cancelled; treat it as a standard return under section 1. Cancelled orders are refunded in full to the original payment method.

Refunds are issued to the original payment method only. Once your return arrives, we inspect it and process approved refunds within 3–5 business days, and email you when the refund is issued. If a return is declined, we explain why and return the item to you at no charge.

After we issue a refund, your bank or card issuer typically takes 5–10 business days to post the credit to your statement. That posting time is controlled by your bank, not by KOIBONI. Charges appear on your statement as KOIBONI.

Original shipping charges are refunded in full when the return is due to our error (faulty, damaged, incorrect or missing item) or when the whole order is cancelled before dispatch. For change-of-mind returns, the merchandise value is refunded and the original shipping charge is not.

We offer exchanges for a different size, colour or model of the same product family within the 30 days return window, subject to stock. Request an exchange with your RMA; we dispatch the replacement once the original item is received and inspected, and any price difference is charged or refunded accordingly. If the item you want is out of stock, we refund you instead.

Where a product carries a manufacturer warranty, the warranty terms supplied with the product apply after the 30 days return window. Contact us and we will help you file the claim with the manufacturer.

If something has gone wrong with an order, please contact us first — we resolve the large majority of issues within 1 business day. Raising a dispute with your bank before contacting us delays resolution, because card networks freeze the transaction while the case is reviewed.

KOIBONI APEX LIMITED · support@koiboni.online · US Customer Support +1 650 468 5832 · Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (excluding public holidays) · Registered office: Unit 1603, 16/F, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong.