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Terms of service

TERMS OF SERVICE

Last updated: 06 Jun 2026

This website is operated by KOYO Flow. Throughout the site, the terms “we”, “us” and “our” refer to KOYO Flow. By visiting our website and/or purchasing something from us, you agree to be bound by the following Terms of Service.

Please read these terms carefully before using our website or services.

1. General Conditions

By accessing this website, you confirm that:

  • You are at least the age of majority in your jurisdiction
  • You will not use our products or services for any unlawful purpose

We reserve the right to refuse service to anyone for any reason at any time.

2. Products & Craftsmanship

Our products are handcrafted using natural materials such as bamboo and wood.

Variations in color, texture, grain, and minor surface markings are natural and not considered defects.

All product descriptions, images, and pricing are subject to change without notice.

3. Orders & Acceptance

  • All orders are subject to confirmation and availability
  • We reserve the right to cancel or limit quantities per order
  • In case of pricing or inventory errors, orders may be cancelled with a full refund

4. Pricing & Payments

  • All prices are listed in INR (₹) unless stated otherwise
  • Payments are processed securely through third-party payment gateways
  • KOYO Flow does not store your card or banking details

5. Cash on Delivery (COD)

  • COD is available for select locations
  • Some orders may require a partial advance payment to confirm the order

Partial COD orders are prepared and reserved specifically for the customer after the advance amount is received.

In case of refusal, non-acceptance, or cancellation after dispatch, the advance amount is non-refundable as it covers preparation, handling, packaging, and logistics costs associated with the order.

  • Orders are processed only after COD conditions are fulfilled

Important

Failure to accept COD orders may result in restriction of future COD eligibility.
Any advance paid for COD orders may be non-refundable in case of non-acceptance or cancellation after dispatch.

6. Shipping & Delivery

  • Orders are typically dispatched within 72 working hours
  • Delivery timelines vary based on location and logistics partners
  • Delivery timelines are estimates and not guaranteed dates

Customers are responsible for providing accurate shipping details.
Additional charges may apply for re-delivery due to incorrect information.

7. Cancellations

  • Orders can be cancelled before dispatch for a full refund
  • If cancelled after dispatch, shipping charges will be deducted

8. Returns & Replacements

Our return and replacement process is governed by our Return & Refund Policy.

Summary:

  • 7-day replacement for manufacturing defects and transit damage
  • 3-day return window for unused products (with applicable charges)
  • Support-first approach before replacement

9. Product Use & Responsibility

Customers are expected to follow care and usage guidelines.

Issues caused due to:

  • improper usage
  • lack of maintenance
  • dry running of pump
  • incorrect setup

are not covered under replacement or refund.

10. Warranty & Studio Support

Every KOYO Flow object is covered directly by our studio. Coverage begins on the date of delivery.

1 Year Studio Support

The following components are covered for one full year from delivery:

  • Water Pump (Core Flow Drive)
  • Kinetic mechanisms (wheels, tipping arms, and moving structural elements)
  • Warm LED systems

If a covered component falters in normal use within the support period, the product returns to our studio for complete inspection, repair, and rebalancing at no service charge. Shipping charges apply. For large-format pieces (such as Akasha), service is arranged at the customer's location where feasible, so the object never has to leave your space.

3-Month Replacement Window

The following components are consumable by nature and carry a 3-month replacement window from delivery:

  • Atmosphere Module (misting system)
  • Solar Autonomy Kit (solar pump and panel)

Manufacturer Warranty

Most third-party components do not carry a direct manufacturer warranty beyond a 7-day replacement window. The coverage above is extended and honoured directly by KOYO Flow.

What Is Not Covered

  • The natural ageing of bamboo, wood, and stone — shifts in tone, texture, and patina are the material living, not a defect
  • Damage caused after delivery, including drops, impact, or improper handling
  • Residue, scaling, or pump damage caused by unfiltered hard water (we recommend RO or filtered water from day one)
  • Damage from continuous dry-running of the pump or prolonged direct sun/heat exposure, unless the product is designed for outdoor use
  • Modifications or repairs attempted outside KOYO Studio

How to Claim Support

Contact KOYO Studio Support on WhatsApp with your order number, a short description, and photos or a video of the issue. We will confirm coverage and arrange pickup, replacement parts, or at-home service as applicable. Transit damage is handled separately under our 7-day replacement policy (see Refund Policy).

Service Beyond the Support Period

Repair, polishing, rehaul, and restoration services remain available at our studio facility after the support period ends. Charges are quoted and confirmed before any work begins. Shipping charges apply.

11. Maintenance & Service

11. Maintenance & Service

We provide ongoing post-sale support including:

  • Setup guidance
  • Troubleshooting
  • Maintenance advice

Maintenance kits and service options are available at additional cost.

12. Renewal & Upgrade Program

From the second year of ownership, customers may receive up to 20% toward the purchase of a new KOYO object.

  • Renewal value is capped at 20% of the original purchase value or 20% of the new object's value, whichever is lower
  • One renewal per object owned
  • Renewal applies to the purchase of a new object; it is not redeemable as cash, credit, or against the repair of an existing object
  • To claim, contact KOYO Studio Support on WhatsApp with your original order number

A well-kept KOYO is built to live with you for years. Renewals exist for the homes that grow — a second room, a different state, the next object on your flow map.

This program is subject to change without prior notice; changes will not affect renewals already claimed.

13. Intellectual Property

All content on this website, including:

  • images
  • text
  • designs
  • branding

is the property of KOYO Flow and may not be used without permission.

14. Limitation of Liability

KOYO Flow shall not be liable for:

  • indirect or incidental damages
  • delays caused by logistics or external factors
  • misuse of products

15. Third-Party Services

We use third-party services such as:

  • payment gateways
  • logistics partners
  • analytics tools

We are not responsible for their independent policies.

16. Privacy

Your use of our website is also governed by our Privacy Policy.

17. Changes to Terms

We reserve the right to update these Terms at any time.
Changes will be posted on this page with an updated date.

18. Governing Law

These Terms shall be governed by the laws of India.

19. Contact Information

📧 care@koyoflow.com
📍 Naval Kishore Road, Hazratganj, 2nd Floor, Chitrahaar Building, Lucknow, UP – 226001, India