Thank you for choosing KOI CO. for your handmade jewelry purchases. We take pride in our craftsmanship and aim to provide you with exceptional products. Please read our return and refund policy carefully to understand the terms and conditions of returns and refunds.

1. Eligibility for Returns and Refunds

We accept returns and offer refunds under the following conditions:

a. Damaged or Defective Items: If you receive a damaged or defective jewelry item, please contact our customer support within 7 days of receiving the item. We will provide instructions on how to return the item or arrange for a replacement, depending on your preference.

b. Incorrect Item: If you receive an item that is different from what you ordered, please contact us within 7 days of receiving the item. We will arrange for the correct item to be sent to you or provide a refund, depending on your preference.

c. Dissatisfaction: If you are not satisfied with your handmade jewelry purchase for any reason other than the above, please contact us within 7 days of receiving the item. In such cases, we may offer exchanges or refunds, depending on the circumstances.

2. Return Process

To initiate a return, please follow these steps:

a. Contact Customer Support: Reach out to our customer support team at info@koico.co.nz with your order number and details of the issue.

b. Receive Return Authorization: If your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the item.

c. Package the Item: Ensure the jewelry item is in its original condition, including any jewelry boxes or pouches provided. Include a copy of the RA form and the original receipt.

d. Ship the Item: Ship the item to the address provided within 7 days once the return or exchange is approved. Please note, we only cover the shipping fees if cutomer receives default or incorrect items. 

e. Inspection and Refund: Once we receive the returned handmade jewelry item, we will inspect it to ensure it meets our return policy criteria. If approved, we will process your refund within 3-10 working days to the original payment method.

3. Refund Options

Depending on the circumstances, we offer the following refund options:

• Original Payment Method: We will refund the purchase amount to the original payment method used during checkout.

Please note that we do not refund shipping charges unless the return is due to a mistake on our part (e.g., sending the wrong item).

4. Contact Us

If you have any questions or need assistance with your return or refund, please don’t hesitate to contact us at info@koico.co.nz

At KOI CO., we are dedicated to providing you with high-quality handmade jewelry and exceptional customer service. Your satisfaction is our priority, and we appreciate your trust in us. 🙂