Refund policy

Koai Return & Refund Policy

Koai (hereinafter "we" or "the Brand") establishes the following policy regarding returns and refunds for products sold through the "Koai Official Online Store."

Article 1 (Basic Return & Exchange Policy)

We accept customer-initiated returns only for items that are unused, unwashed, and returned with all tags, labels, and accessories intact, provided that the customer contacts us within 7 days of receiving the item.

Size exchanges are accepted once per order for items that are unused, unwashed, and returned with all tags, labels, and accessories intact, provided the customer contacts us within 7 days of receiving the item.

Shipping costs for resending exchanged items are covered by us for domestic (Japan) deliveries only. However, the return shipping cost is the responsibility of the customer.

For international size exchanges, both the return shipping cost and the reshipping cost for the exchanged item are the responsibility of the customer.

For customer-initiated returns, only the product price will be refunded. Shipping fees and any other charges paid at the time of order are non-refundable.

Article 2 (Returns & Exchanges Due to Our Responsibility)

Returns or exchanges will be accepted only in the following cases:

• The item has an initial defect
• An item different from what was ordered was delivered

In such cases, please contact us within 7 days of receiving the item.

After we confirm the details, we will arrange a replacement with a non-defective item. However, if a replacement is not possible due to stock shortages or other reasons, a refund will be issued instead.

Please note that we may ask for photos or videos of the defective item to verify the issue.

All shipping costs related to such returns or exchanges will be covered by us.

Article 3 (Cases Where Returns & Exchanges Cannot Be Accepted)

Returns and exchanges cannot be accepted under any circumstances in the following cases:

• Items reported more than 8 days after delivery
• Items that have been used, washed, or worn outside
• Items with missing tags, labels, or accessories (including spare buttons, etc.)
• Items that have been soiled, damaged, or have odors (such as perfume or tobacco) caused while in the customer's possession
• Sale items or pre-order items
• Returns sent without prior notice

Article 4 (Refund Method)

Once a return is approved and we have received and inspected the item, we will process the refund promptly using the following method:

• Credit card payments: Refunded via the respective credit card company

Any transfer fees or other costs that we are responsible for in connection with the refund will be borne by us.

Article 5 (Return Procedure)

If you wish to return or exchange an item, please contact us in advance:

Koai Email: koai.l-w-wear@outlook.com

After we confirm the details, we will provide instructions on the return address and shipping method.

Article 6 (Extended Absence / Refusal of Delivery)

If an item is returned to us due to extended absence, refusal of delivery, or similar reasons, we may cancel the sales contract. In such cases, the customer shall bear the actual round-trip shipping costs, payment processing fees, and a return handling fee (flat rate of ¥800). We will refund the amount paid minus these deductions, or invoice the customer separately for any shortfall.

Article 7 (Changes to This Policy)

We may revise this Policy as necessary in response to legal amendments or other requirements. Any revised content will take effect upon publication on the Site.