Refund policy

We hope you love your KOIMYSA pieces. If something isn’t quite right, we’re happy to help.

14-Day Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In its original packaging
  • Free from damage, stains, or signs of use
  • Accompanied by your receipt or proof of purchase

To start a return, please contact us at hello@koimysa.com with your order number and reason for return.

If your return is accepted, we’ll send you instructions on how and where to send your package. Please do not send items back without contacting us first, as unauthorized returns may not be accepted.

For change-of-mind returns or other non-defective items, return shipping costs are the responsibility of the customer unless otherwise stated.

You can always contact us with any return questions at hello@koimysa.com.

Damages, Defects & Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at hello@koimysa.com and include:

  • Your order number
  • A brief description of the issue
  • Photos of the item
  • Photos of the packaging, where applicable

We’ll review the issue and work with you to make it right.

For confirmed damaged, defective, or incorrect items, KOIMYSA will cover the appropriate replacement or return shipping costs.

Because many of our products are ceramic, slight variations in glaze, color, texture, shape, or hand-finished details may naturally occur and are not considered defects.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Custom or personalized products
  • Gift cards
  • Items that have been used, damaged after delivery, or are no longer in their original condition
  • Items marked as Final Sale

Sale items marked as Final Sale are not eligible for return unless they arrive damaged, defective, or incorrect.

If you have questions about whether your item is eligible for return, please contact us at hello@koimysa.com before sending anything back.

Exchanges

The fastest way to receive a different item is to return the item you currently have and, once your return is accepted, place a separate order for the new item.

If your original item arrived damaged, defective, or incorrect, please contact us first so we can help arrange the appropriate solution.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification, subject to applicable law.

The item must be returned in the same condition in which you received it, unused and in its original packaging, with proof of purchase.

This section does not limit any additional rights you may have under applicable consumer protection laws.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund to your account.

Original shipping charges are non-refundable unless the return is due to a damaged, defective, or incorrect item.

If more than 15 business days have passed since your refund was approved and you still haven’t received it, please contact us at:

hello@koimysa.com