Refund policy

Return Policy

At Guiding Koi, we want your experience to be as calming and soothing as the products we create, from the moment you place your order to the moment it reaches your hands.

We craft our wellness tools in small, intentional batches to minimise waste and uphold our values of mindful, sustainable living.

Due to this, we currently only accept returns for items that arrive damaged. However, if you're not fully satisfied with your order, please reach out within 3 days of delivery at guidingkoi@gmail.com - we'll do our best to resolve the issue.

If your order is damaged, please email us at guidingkoi@gmail.com within 7 days of receiving it with the following:

• Clear photos and/or a video of the damaged item
• Your order number

Once reviewed and approved, we’ll arrange a replacement or refund, based on your preference.

Refunds

Refunds will be processed once the damage claim is approved. Please allow 5–7 working days for the amount to reflect in your original method of payment.