Refund policy

Refund & Return Policy

At KOIBONI, our goal is to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.

This policy should be read together with our Warranty Policy, our Order Cancellation Policy, and our Shipping Policy.

1. 30-Day Return Window

You have 30 days from the date you receive your item to request a return. After 30 days, we cannot offer you a refund or exchange. A defect arising after this window may still be covered under our Warranty Policy.

2. Return Eligibility

To be eligible for a return, your item must be in new condition:

  • The item must be unused, uninstalled, and in the same condition that you received it.
  • It must be in the original packaging, with all manuals, accessories, and included hardware.
  • The item must be free of fuel and oil. See Section 3 below.
  • You will need to provide the receipt or proof of purchase (your order confirmation email).

We accept returns for both defective and non-defective (change-of-mind) items, provided they meet the conditions above.

3. Fuelled and Used Equipment

This is important. Once fuel or oil has been added to a gas-powered machine, that machine is classified as hazardous material and cannot be legally shipped by our carriers. Accordingly:

  • Equipment that has had fuel or oil added cannot be returned, even within the 30-day window.
  • Equipment that has been assembled but never fuelled or run may be returned, provided it is undamaged and complete.
  • If a fuelled machine develops a defect, it is handled under our Warranty Policy, which provides repair or replacement rather than a refund.

We recommend you inspect and test-fit your equipment before adding fuel or oil.

4. How to Return (By Mail)

All returns are handled by mail. To initiate a return, please follow these steps:

  1. Contact us at support@koiboni.com with your order number and the reason for the return.
  2. Once your return is accepted, we will email you a free prepaid return shipping label along with instructions on how and where to send your package.
  3. Pack the item securely in its original packaging, attach the prepaid label, and drop it off with the carrier indicated on the label.

Please note: Items sent back to us without first requesting a return will not be accepted. Always request your return and use the prepaid label we provide.

5. Return Shipping Costs

Returns are free. We include a prepaid return shipping label at no cost to you for all eligible returns, whether the item is defective or you have simply changed your mind. There is no restocking fee.

6. Damaged, Wrong Products, or Issues

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. Damage occurring in transit is addressed in our Shipping Policy.

7. Exchanges

We accept exchanges. If you would like to exchange an item for a different model, size, or product:

  1. Contact us at support@koiboni.com with your order number and the item you would like instead.
  2. Once your exchange is approved, we will email you a free prepaid return label for the original item.
  3. When we receive and inspect the returned item, we will ship your replacement at no additional shipping cost. If there is a price difference, we will arrange payment or a partial refund accordingly.

8. Refunds

Once we receive and inspect your return, we will notify you via email whether the refund was approved or rejected.

  • If approved, your refund will be processed to your original payment method within 10 days.
  • Please remember it can take additional time for your bank or credit card company to post the refund.
  • Items returned incomplete, damaged, or showing signs of use may receive a partial refund or be declined.

9. Non-Returnable Items

The following cannot be returned:

  • Equipment that has had fuel or oil added, for the safety and shipping reasons in Section 3.
  • Wear parts and consumables once opened or installed, including blades, spark plugs, filters, belts, cords, nozzles, spools, and lubricants.
  • Final sale items and gift cards.
  • Items returned without prior authorisation (see Section 4).

10. Cancellations

If your order has not yet entered processing, it may be faster to cancel outright rather than return. Cancellation requests must be made within 12 hours of placing your order, as set out in our Order Cancellation Policy.

Related Policies

Contact Information

If you have any questions about our Refund & Return Policy, please contact us: