Return & Refund Policy

At KOI Cbd, we value your satisfaction and strive to ensure that you have the best experience with our products. If you’re not completely satisfied with your purchase, we offer a simple and easy return process.

Conditions for Returns

• To qualify for a return, your item must be unused, in the same condition that you received it, and in the original packaging.
• Returns are only accepted within 30 days of purchase. Beyond this period, we cannot offer a refund or exchange.
• Please ensure the product was purchased directly from our website. We do not process returns for items purchased through third-party retailers.

Return Process

• To initiate a return, please contact our customer service team at customerservice@koicbds.com. We will provide you with a Return Merchandise Authorization (RMA) number, which must be included with your return package.
• Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund based on the condition of the product.

Refund Eligibility

• To be eligible for a refund, the product must be at least 50% full. Items that are less than 50% full or have been significantly used do not qualify for a refund.
• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a specified period (usually 5-7 business days).

Non-Refundable Items

Certain types of goods are exempt from being returned. These include:

• Perishable goods such as food or flowers.
• Customized or personalized items.
• Health and personal care items once opened.

Shipping Costs

• Shipping costs associated with returning your product are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• You are responsible for covering the shipping costs to return your item. Depending on your location, the time it may take for your exchanged product to reach you may vary.

Damaged or Defective Products

• If you received a product that was damaged or defective, please notify us within 30 days of receipt at customerservice@koicbds.com. Include a detailed description of the issue and images if necessary. We will arrange for a replacement or refund where applicable.

Exchanges

• We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at customerservice@koicbds.com, and we will guide you through the exchange process.

Late or Missing Refunds

• If you haven’t received a refund yet, first check your bank account or contact your credit card company as processing times can vary.
• If you’ve done all of this and still have not received your refund, please contact us at customerservice@koicbds.com.

Final Sale Items

Only regular-priced items may be refunded. Unfortunately, items marked as clearance or final sale cannot be refunded.

For more information, please reach out to our support team at customerservice@koicbds.com.