Return Window

Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions in this policy.

Starting a Return Request

Before returning an item, contact service@koiaut.com with your order number, the product name or description, the reason for return, and photographs of the item, exterior packaging, and shipping label where relevant.

Return Eligibility

To be eligible, an item should be unused, in its original condition, not altered or intentionally damaged after delivery, returned in original protective packaging where reasonably possible, in a condition that does not prevent reasonable inspection or resale, and accompanied by proof of purchase or the applicable order number. Eligibility is determined after receipt and inspection.

Product Variations & Materials

Hardware products, tools, and accessories can have reasonable differences in material, finish, color, texture, size, packaging, and surface detail. Minor variations are not necessarily defects and a return request remains subject to applicable return conditions unless a product problem is confirmed.

Return Address & Authorization

Do not automatically send merchandise to the registered business address. After a request is reviewed and approved, customer support will provide the appropriate return-warehouse address and instructions. Certain products may not qualify without prior authorization.

Non-Returnable Items

Customized or personalized products, products clearly marked Final Sale or non-returnable before purchase, and items returned used, damaged, altered, incomplete, or in a condition preventing inspection or resale may not qualify for a return. These limitations do not remove consumer rights that applicable law does not permit us to exclude.

Damaged, Defective, Incorrect, or Incomplete Orders

Inspect your order promptly. If it arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us within 7 calendar days after delivery with your order number, a clear description, and clear photographs or videos of the product, packaging, and shipping label. After confirmation of an error attributable to us, we will provide an appropriate replacement, refund, reshipment, return solution, or other reasonable remedy at no additional cost.

Return Shipping Costs

For preference-based returns not attributable to us, the customer is generally responsible for return shipping. For a confirmed problem attributable to us, we will provide an appropriate solution without requiring reasonable return-shipping costs. No restocking fee is charged for an approved return.

Returning the Package

For an approved return, follow the instructions provided and use a tracked shipping method where reasonably available. Keep proof of shipment until the matter is resolved. We are not responsible for returns sent to an address not provided in the approved instructions.

Inspection & Refund Timing

An approved return may be inspected at the designated return location. Once eligibility is confirmed, an eligible refund will be initiated within 5–10 business days. Your bank or payment provider may require additional time to post the credit.

Refund Method, Exchanges & Cancellation

Approved refunds are generally issued to the original payment method. Depending on the circumstances and where permitted, a replacement, reshipment, or other reasonable solution may be appropriate. Exchanges depend on inventory and availability. Submit cancellation requests as soon as possible; we will make reasonable efforts before fulfillment begins, but cancellation cannot be guaranteed after processing, packaging, shipment preparation, or dispatch begins. No cancellation fee is charged for a successful pre-fulfillment cancellation.

Consumer Rights

This policy explains standard return and refund procedures and does not limit rights or remedies that cannot be excluded under applicable consumer-protection law.

Starting a Return Request

To start a request, provide your order number, the product you would like to return, the reason for the request, and photographs of the item, exterior packaging, and shipping label where relevant. For damage or order errors, provide clear photographs or videos that show the issue.

Product Variations & Materials

Minor variations in finish, texture, color, surface detail, packaging, or material characteristics may occur. Such variations are not necessarily defects and do not by themselves establish that an item is materially different from its description.

Exchanges

Exchange availability depends on current inventory and product availability. If a direct exchange is not available, we may ask you to return the eligible item and place a new order for the desired product.

Consumer Rights

This policy describes standard procedures. It does not restrict rights or remedies that cannot be waived or excluded under applicable consumer-protection law.

Return Inspection & Fees

Returned items are inspected after arrival at the approved return destination. Except where a product or fulfillment problem is confirmed or applicable law requires otherwise, items should be unused, complete, and in their original packaging with all included components. Please package products carefully to protect them in transit. Customers should retain proof of shipment and tracking until the return is received. No restocking fee is charged for an approved return.

Order Cancellation

Contact customer support as soon as possible to request a cancellation. We will make reasonable efforts before fulfillment begins, but changes or cancellation cannot be guaranteed once processing, packing, shipment preparation, or dispatch has started. No cancellation fee is charged when an order is successfully canceled before fulfillment.

Additional Return Conditions

To remain within the return window, contact us before the 30-calendar-day period expires. Opening the shipping package does not automatically make an item ineligible, provided it remains complete, unused, undamaged, and otherwise meets the applicable conditions. Include all original parts, accessories, inserts, and materials.

Gift cards are not eligible for preference-based returns. Discounted or promotional items remain eligible unless clearly identified as final sale or non-returnable before purchase. Unauthorized returns or parcels sent to an unapproved address may be delayed, rejected, lost, or ineligible for processing.

Original shipping charges are generally not refundable for preference-based returns. Where a return results from a confirmed error attributable to us, eligible original shipping charges will be addressed as part of the approved resolution. For a preference-based return, the customer is generally responsible for the package until it is received at the approved destination.

If the original payment method cannot accept a refund, customer support will work with the payment provider to determine an appropriate alternative where permitted. Depending on the circumstances, an approved refund or replacement may be provided without requiring the item to be returned; customer support will determine this after reviewing the request.