Returns Policy

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We take customer satisfaction very seriously. Please check your shipment from Koi carefully upon arrival to ensure it has not been damaged during shipping. All claims for damaged product(s) must be made within 30 days of receipt by writing to You will need to provide detailed information (including images) for any product damaged during shipping within that time frame. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. We can only accept returns for products purchased directly from Koi CBD. For products purchased at other retailers or websites, please contact the vendor.

Refunds & Exchanges

If you are, however, not satisfied with our products, you may request a refund of the full purchase price within 30 days of the purchase date. The product must be at least 50% full for a valid refund. Refunds can only be accepted for product purchased directly from Koi CBD. Please submit this request by writing to

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your refund is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

If you purchased your Koi product from another retailer, we can accommodate an exchange. The product must be at least 50% full, and include a detailed reason for the exchange request. Please submit this request by writing to Requests must be made within 30 days of purchase, and be accompanied by a receipt.

Missing Item Policy

  • Notification Period: Customers must inform our customer service team of any missing items within 7 days of the date of receiving the order. Failure to report missing items within this timeframe may limit our ability to address the issue.
  • Contacting Customer Service: To report a missing item, please contact our customer service team via providing your order number, details of the missing item(s) and an image of the packing slip with the items included. Our customer service representatives will guide you through the next steps to resolve the issue.
  • Verification Process: Upon receiving your report of a missing item, we may initiate a verification process to confirm the discrepancy. This may involve reviewing order details, inventory records, and any relevant documentation.
  • Resolution Options: Depending on the circumstances, we will strive to offer you appropriate resolution options, which may include:
    1. Reshipping the missing item to you promptly.
    2. Issuing store credit for the missing item.

Shipping Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us

If you have any questions on how to return your item to us, contact us.