KOYU offers a 30-day change-of-mind return period in addition to the rights available under Australian Consumer Law.

Change-of-Mind Returns

Contact KOYU within 30 days after the order is delivered. To qualify, the item must be unused, unwashed, in resalable condition and returned with its original packaging, accessories and instructions. Proof of purchase is required.

Do not return an item to the address printed on the parcel. Contact KOYU first for return instructions. Unauthorised returns may not be accepted.

For an approved change-of-mind return, the customer is responsible for return shipping. Original shipping costs, if any, are not refundable. KOYU may deduct loss in value caused by use, damage or missing packaging where permitted by law.

Damaged, Defective or Incorrect Items

Contact KOYU as soon as possible with the order number, a description of the issue, and clear photos or video. Do not discard the item or packaging until the claim is reviewed. If a product does not meet a consumer guarantee, remedies may include repair, replacement or refund as required by Australian Consumer Law. Conditions applying to change-of-mind returns do not limit these rights.

Exceptions

For hygiene or safety reasons, opened personal-care items, consumables, personalised products and final-sale items cannot be returned for change of mind unless required by law. Any product-specific exception will be shown before purchase.

Refunds

After an approved return is received and inspected, KOYU will notify the customer. Approved refunds are issued to the original payment method. Banks and payment providers may take additional time to display the refund.

Australian Consumer Law

Nothing in this policy excludes or limits rights and remedies that cannot be excluded under Australian Consumer Law.