Refund policy

Return & Refund Policy

We accept returns only for items that are defective, damaged, or incorrect:

Damages and issues
Please inspect your order upon receipt and contact us immediately at info@koi-flare.com if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. Please include your order number and photos/video of the damage or defect (and shipping packaging, if damage occurred in transit).

To be eligible, your claim must be submitted within 14 days of receiving your item.

What's covered:
- Item arrived damaged or defective
- Item is missing parts
- You received the wrong item or variant
- Item is materially not as described on the product page

What's NOT covered:
- Change of mind, wrong size/color selected, or unwanted items
- Items that have been opened, used, or consumed
- Normal wear and tear

How to file a claim:
1. Email info@koi-flare.com within 7 days of delivery
2. Include your order number and clear photos/video of the defect or damage (and the shipping packaging, if damage occurred in transit)
3. We'll review and respond within 5 Business Days with a plan of action

Exceptions / non-returnable items
We do not accept returns for reasons other than defect, damage, or incorrect item — this includes change of mind, wrong size/color selected, or no-longer-wanted items. We also do not accept returns on sale items or gift cards.