We appreciate that circumstances can sometimes change. If you need to return an item that you have purchased from Koini, we will be happy to provide a full refund. However, as we're sure you can appreciate, caveats must apply to this.
To return a purchase, please send us as an email at firstname.lastname@example.org explaining why you need to return the item. The product must be unused and in its original packaging. Include your invoice number or attach the receipt of your item as a proof of purchase. Finally, confirm if you are seeking a refund or an exchange for an alternative product of equivalent value. If the latter, please detail the item.
We will supply you with a packaging label and RMA number by return, which entitles you to a complimentary return using a courier service of your choosing. A refund will reach the account you used to check out within seven working days of receipt of the returned item.
All items are quality-checked before they leave our warehouse – including the packaging. In the unlikely event of a product being faulty or damaged in transit, please let us know ASAP. Inform us of any signs of mishandling from the courier, including bumps, dents, holes or broken seals.
Now, here's the important part. Before accepting a package from a courier, please review the packaging carefully. You must ensure the courier acknowledges this damage and marks the delivery as PACKAGE VISIBLY DAMAGED ahead of acceptance. Koini was unable to issue refunds for orders damaged in transit unless this process is followed, even if you supply photographs. The damage must be acknowledged upon receipt, not after the event.