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Refund policy

At KOYO Flow, each piece is thoughtfully crafted and quality-checked before dispatch. However, if something isn't right, we're here to help.

1. Replacement Assurance (Damage & Defects)

Arrived damaged? Tell us within 48 hours.
Transit damage — cracked, broken, or physically damaged parts on arrival — must be reported within 48 hours of delivery, as this is the window in which we can hold the courier accountable.

  • Send your continuous unboxing video — starting from the sealed package with the shipping label visible, through opening and first inspection — along with your order number to KOYO Studio Support on WhatsApp
  • The affected part or product is replaced free of charge, shipping covered by us

Not working as it should? Tell us within 7 days.
If a component doesn't perform on arrival — the pump doesn't run, the wheel doesn't turn — report it within 7 days of delivery.

  • Share clear photos or videos of the issue with our support team on WhatsApp
  • Our team will first attempt to resolve the issue through guided support — in most cases, this restores the product without requiring a return
  • If the issue persists, the affected part or unit is replaced free of charge, shipping covered by us

After that, you're still covered.
The working components of your KOYO object remain protected under 1 Year Studio Support — if anything falters in normal use within the first year, our studio makes it right. See our Terms of Service for full coverage details.

Important

  • An unboxing video is required for transit-damage claims — it is what allows us to replace your piece without question or delay
  • Missed a window, or didn't record a video? Contact us anyway — share what you have, and our studio will review the claim individually

2. Returns

We accept returns within 3 days of delivery, subject to the following conditions:

Eligibility

  • Product must be unused
  • Must be in original packaging with all components intact
  • No signs of wear, damage, or installation

Charges

  • Two-way shipping charges will be applicable
  • Any damages or missing components will be deducted from the refund

Non-Eligible Cases

Returns will not be accepted if:

  • Product has been used or installed
  • Packaging is missing or damaged
  • Product is altered or mishandled

3. Refund Process

  • Refunds will be processed after inspection and approval
  • Timeline: 5–7 business days

Mode of Refund

  • Prepaid orders → refunded to original payment method
  • COD orders → refunded via bank transfer (the reservation amount is refundable only for eligible claims under Sections 1 and 2)

4. Cancellation & Refund

  • Orders cancelled before dispatch → full refund
  • Orders cancelled after dispatch → shipping charges will be deducted

5. Important Product Notes

Natural Material Variation
Our products use natural materials like bamboo and wood. Variations in texture, tone, and grain are natural and not considered defects — they are the material living.

Usage Responsibility
Issues arising due to:

  • improper usage
  • lack of maintenance
  • dry running of the pump
  • use of unfiltered hard water
  • incorrect setup

are not covered under replacement or refund. Coverage for such issues, where applicable, is described under 1 Year Studio Support in our Terms of Service.

6. Our Approach

Before processing any replacement, we always attempt to resolve the issue quickly through guided support on WhatsApp. In most cases, this restores the product within minutes — without your piece ever having to travel.