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.

Cancellation Policy

Orders can be cancelled at no charge before they have been dispatched.

Once an order has been dispatched, it cannot be cancelled free of charge. If a dispatched order is cancelled, refused at the time of delivery, or remains unaccepted and is returned to us, the applicable shipping and return shipping charges will be deducted from the refund (where applicable) or may need to be paid separately.

Refunds

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