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REFUND AND RETURNS POLICY
Overview
We want our customers to have a positive experience with our products. If you receive a damaged, defective, incorrect, or incomplete order, please contact us as soon as possible so we can review the concern and provide an appropriate resolution.
This Refund and Returns Policy applies to eligible products purchased directly from our official sales channels. Products purchased through third-party marketplaces may also be subject to the return and refund policies of the respective platform.
For health and wellness products, including dietary supplements, vitamins, and other consumable products, returns may be subject to additional restrictions for safety and quality-control purposes.
Refunds
To request a refund, please contact our customer service team within
7 days from the date of delivery and provide the following:
- Order number or proof of purchase
- Customer’s name and contact information
- Description of the issue
- Clear photos or videos showing the damaged, defective, incorrect, or incomplete item
- Other information that may be reasonably requested to verify the claim
Once your request has been received, we will review the submitted information.
If your refund is approved, the refund will be processed through the original payment method whenever possible. The processing time may vary depending on the payment provider or financial institution.
Refunds may be granted for eligible cases such as:
- Damaged items received upon delivery
- Defective products
- Incorrect items sent by us
- Missing items from an order
- Other cases approved after review
We reserve the right to decline a refund request when the product does not meet the requirements of this policy, including cases involving misuse, improper storage, or damage caused after delivery.
Exchanges
We may offer an exchange for an eligible product that was received damaged, defective, incorrect, or incomplete.
For an exchange request, customers may be required to provide photos or videos of the item and its original packaging. The replacement will be shipped once the request has been reviewed and approved.
For hygiene, safety, and quality-control reasons, opened or used consumable products may generally not be eligible for exchange, unless the item was defective, damaged, or incorrectly supplied.
Exchanges are subject to product availability. If the same item is unavailable, we may offer a refund or another appropriate resolution.
Shipping Returns
If we require an item to be returned, our customer service team will provide the appropriate return instructions.
Customers should not send products to an address without receiving return instructions from us first.
For approved returns resulting from an error on our part—such as receiving a damaged, defective, or incorrect item—we may cover the reasonable return shipping cost in accordance with the approved resolution.
For returns that are not caused by an error on our part, the customer may be responsible for the applicable return shipping costs.
Customers are responsible for ensuring that returned products are securely packaged to prevent damage during transportation.
We recommend keeping your shipping receipt or tracking information until the return has been successfully received and processed.
Need Help?
If you have questions about our Refund and Returns Policy or need assistance with an order, please contact our customer service team:
Customer Service: Koi Sales and Marketing
Email: iandmkatebeautinc.offiicial@gmail.com
Official Online Stores:
Shopee : https://ph.shp.ee/HmQAvwUT
Lazada : https://s.lazada.com.ph/s.Zhg15O
Tiktok : @theoriginalkoiherbal
When contacting us, please include your order number, proof of purchase, and a brief description of your concern so we can assist you as quickly as possible.
Thank you for choosing our products. We appreciate your trust and support.