Refunds and Returns Policy
Thank you for shopping with Koaiv. We want every order to feel clear, fair, and carefully handled. If something is not right with your order, please contact us and we will do our best to help.
This policy applies to purchases made on www.koaiv.com.
1. Return Window
Eligible physical items may be returned within 30 days of delivery.
To be eligible for a return, the item must be unused, in its original condition, and returned with its original packaging where possible.
Please contact us before sending anything back. Returns sent without contacting us first may not be accepted or processed.
2. Items Eligible for Return
The following items may be eligible for return if they meet the conditions above:
Standard physical products
Non-personalized art prints
Non-personalized printed gifts
Unused physical items that are not marked as final sale
Some items are made to order, but if they are not personalized and are eligible under this policy, you may still request a return within the return window.
3. Items That Cannot Be Returned
The following items are not eligible for return or refund for change of mind:
Digital downloads once they have been delivered or accessed
Personalized or custom-made items
Items printed with a name, date, initials, custom wording, or customer-provided details
Gift cards
Items marked as final sale
Items that have been used, damaged after delivery, or are no longer in their original condition
This does not affect your rights if an item arrives damaged, defective, misprinted, or incorrect.
4. Digital Products
Digital products are delivered electronically. No physical item will be shipped.
Due to the nature of digital content, digital downloads are non-refundable once the file, download link, or access has been delivered.
If you have trouble accessing a digital product, please contact us and we will help resolve the issue.
Where applicable, by purchasing a digital product for immediate access, you agree that delivery may begin immediately and that cancellation rights may be affected once the digital content has been supplied.
5. Damaged, Defective, Misprinted, or Incorrect Items
If your item arrives damaged, defective, misprinted, or incorrect, please contact us as soon as possible, ideally within 7 days of delivery.
Please include:
Your order number
A short description of the issue
Clear photos of the item, packaging, and shipping label where relevant
If the issue is confirmed, we will make it right. Depending on the situation, we may offer a replacement, a refund, or another suitable solution.
You will not be responsible for return shipping costs when the problem is caused by damage, defect, misprint, or our error.
6. How to Start a Return
To request a return, please contact us through our Contact Us page with your order number and the item you would like to return.
If your return is approved, we will provide the correct return instructions for your item.
Please do not send any item back without contacting us first. Return instructions may vary depending on the item, and sending an item to the wrong location may delay or prevent your refund.
7. Return Shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.
Original shipping charges are non-refundable unless the return is due to our error, the item is damaged or defective, or otherwise required by law.
8. Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow 5 to 10 business days for the refund to be processed by your bank or payment provider.
If the returned item is used, damaged, incomplete, or not in its original condition, we may refuse the refund or issue a partial refund where permitted by law.
9. Exchanges
We do not guarantee direct exchanges for all items.
If you would like a different item, size, or design, please contact us. In many cases, the fastest option is to return the eligible item and place a new order.
For damaged, defective, misprinted, or incorrect items, we may offer a replacement instead of a refund where appropriate.
10. Order Cancellations and Changes
If you need to change or cancel an order, please contact us as soon as possible.
We cannot guarantee changes or cancellations once an order has entered processing, production, or shipment.
Digital products cannot be cancelled once they have been delivered.
Personalized or custom-made items cannot usually be cancelled once production has started.
11. Sale Items
Sale items may be returned if they are eligible under this policy, unless they are clearly marked as final sale.
Final sale items cannot be returned for change of mind.
12. Statutory Rights
This policy does not limit any rights you may have under applicable consumer protection laws.
If an item is faulty, not as described, or not fit for purpose, please contact us so we can help resolve the issue.
13. Contact Us
If you have any questions about returns or refunds, please contact us through our Contact Us page.
Please include your order number so we can help you more quickly.