Order Cancellation Policy

Order Cancellation Policy

At KOIBONI, we begin preparing orders quickly so that your items reach you within our estimated delivery window. Because of this, the window in which an order can be cancelled is limited. This policy explains when and how you may cancel an order, and what options are available once that window has closed.

This policy should be read together with our Shipping Policy, our Refund & Return Policy, and our Terms of Service.

1. Cancellation Window

You may request to cancel your order within 12 hours of placing it, provided the order has not yet entered the processing or shipping stage. This is the same window described in Section 6 of our Shipping Policy for address changes and cancellations.

Once an order has entered processing or has been handed to our shipping carrier, we are unable to cancel it or modify the shipping address.

2. How to Request a Cancellation

  • Email us at support@koiboni.com with the subject line "Cancellation Request".
  • Include your order number and the reason for cancellation.
  • We will confirm by email whether the cancellation was successful. An order is not cancelled until you receive our written confirmation.

Requests submitted outside our support hours are timestamped on receipt, but are reviewed on the next business day. Because our order cut-off time is 5:00 PM (EST), a request sent late in the day may arrive after your order has already been released for processing.

3. Orders That Have Already Shipped

If your order has already been processed or shipped, it can no longer be cancelled. You may instead return the item once it arrives, in line with our Refund & Return Policy:

  • You have 30 days from the date you receive your item to request a return.
  • The item must be unused, uninstalled, and free of fuel or oil, in its original packaging with all manuals and accessories.
  • A post-shipment cancellation is treated as a change of mind. As set out in our Refund & Return Policy, we will provide a free prepaid return shipping label at no cost to you.

Please do not refuse delivery or send items back without first requesting a return, as unrequested returns will not be accepted.

4. Refunds for Cancelled Orders

  • Where a cancellation is confirmed before the order ships, no charge is retained.
  • Refunds are issued to your original payment method within 10 days of confirmation.
  • Please allow additional time for your bank or credit card company to process and post the refund.
  • You will receive an email confirming that the refund has been issued.

5. Items That Cannot Be Cancelled

Consistent with our Refund & Return Policy, the following are not eligible for cancellation once the order is placed:

  • Gift cards.
  • Final sale items.
  • Wear parts and consumables once opened or installed.

6. Cancellations by Koiboni

As set out in Section 3 of our Terms of Service, placing an order constitutes an offer to purchase, and KOIBONI reserves the right to accept or decline any order at its discretion. We may cancel an order, in whole or in part, in circumstances including:

  • The item is out of stock or no longer available.
  • There is a typographical error, inaccuracy, or omission in the product description, price, promotion, or shipping charge (see Section 12 of the Terms of Service).
  • Payment cannot be verified, or the transaction is flagged as potentially fraudulent.
  • The shipping address is outside the United States, as we do not currently ship internationally.
  • The order appears to be for commercial resale or export rather than personal or household use.

If we cancel your order, we will attempt to notify you using the email address, billing address, or phone number provided at the time of purchase, and any amount charged will be refunded in full to the original payment method within 10 days.

7. Modifications Instead of Cancellation

If you wish to change your model or shipping address rather than cancel outright, contact us within the same 12-hour window at support@koiboni.com. Where a change is not possible, the fastest route is to cancel (if still eligible) and place a new order.

8. Governing Law

This Order Cancellation Policy forms part of our Terms of Service and is governed by the laws of the State of New York, United States, as stated in our Legal Notice. Personal information collected in connection with a cancellation request is handled in accordance with our Privacy Policy.

9. Changes to This Policy

We reserve the right to update this Order Cancellation Policy at any time. The current version will always be available on this page, and continued use of our Services following any update constitutes acceptance of the revised policy.

Related Policies

Contact Information

If you have any questions about our Order Cancellation Policy, or wish to submit a cancellation request, please contact us: