Refund policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return:
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Items must be unused, unworn, unwashed, and in the same condition as received
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All original tags must be attached
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Items must be returned in their original packaging
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A receipt or proof of purchase is required
To initiate a return, please contact us at studio@koyoyu.com with your order number and reason for return.
Return requests that do not meet the above criteria may be declined.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us at studio@koyoyu.com within 7 days of receiving the item.
We will assess the issue and arrange for a replacement or refund where appropriate.
Non-Returnable Items
The following items are not eligible for return or refund:
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Sale or discounted items
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Gift cards
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Perishable goods (including food and beverages)
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Custom, made-to-order, or personalised items
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Personal care products
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Items that have been worn, washed, altered, or damaged after delivery
If you are unsure whether your item qualifies for return, please contact us before making a request.
Exchanges
We do not offer direct exchanges.
To obtain a different size or item, please return your original item (subject to approval), then place a new order separately.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be processed to your original payment method
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Processing may take up to 10 business days
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Additional time may be required for your bank or card issuer to reflect the refund
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at studio@koyoyu.com.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
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A defective item
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An incorrect item sent by us
Shipping fees are non-refundable.
Contact Information
For all return, refund, or exchange enquiries, please contact:
Email: studio@koyoyu.com