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This Refund Policy covers the money side of an order: when you are owed a refund, how much is refunded in each situation, where the money goes and how quickly it arrives. The practical steps for sending a piece back are on our Returns & Exchanges Policy. In short, every Koishine product can be returned within 60 days of delivery, and once a refund is approved it reaches your original payment method within 7 calendar days.
Refunds in brief
- Speed: the refund reaches your original payment method within 7 calendar days of approval.
- Where it goes: back to the payment method used for the order, or to store credit if you ask for it.
- Window: 60 days from delivery, for every product, including personalised pieces.
- Return postage: always free, so it is never taken out of a refund.
- Fees: no restocking, processing or handling fees.
1. What “approved” means
The 7-day clock starts when a refund is approved. Approval happens at one of these moments:
- when we have received your returned piece and checked it, which we do within 2 business days of its arrival;
- when we accept a photo claim for a damaged, faulty or incorrect piece that you do not need to send back;
- when we confirm a cancellation of an order that had not shipped;
- when a carrier confirms a parcel is lost, or its investigation passes 5 business days without an answer.
We send an email the day a refund is approved. That email states the amount and the payment method it is going to.
2. Refund amounts by situation
| Situation | Item price | Shipping paid | Return postage | Need to send it back? |
|---|---|---|---|---|
| Changed your mind (any product, within 60 days) | Full | Shipping is free, so nothing was paid | Free prepaid label | Yes |
| Damaged in transit | Full | Nothing was paid | Free if needed | Usually not |
| Faulty print, engraving or stand | Full | Nothing was paid | Free if needed | Usually not |
| Personalisation does not match your order | Full, or a free corrected remake | Nothing was paid | Free if needed | Usually not |
| Parcel lost | Full | Nothing was paid | Not applicable | Not applicable |
| Cancelled within 24 hours, before making | Full | Nothing was paid | Not applicable | Not applicable |
| Order cancelled by Koishine | Full | Nothing was paid | Not applicable | Not applicable |
Because shipping to the United States, Canada, Australia and New Zealand is free, a refund always equals the amount you paid for the item or items concerned. Nothing is withheld for postage in either direction.
3. Each situation in more detail
3.1 A change of mind
You can return any piece within 60 days of delivery and receive the full item price back. This includes keepsakes made with your photo, names or dates. We send a prepaid return label, and the refund is approved when the piece reaches us and has been checked. If you returned only part of an order, only the returned item is refunded.
3.2 Damage or a fault
Send photos of the problem and of the shipping label within 60 days of delivery. Once we accept the claim, you choose between a full refund and a free remake. You usually keep or recycle the damaged piece; we only ask for it back when we need to examine a fault, and then we send a label.
3.3 A personalisation error on our side
If the text, date or photo on your keepsake differs from what was entered at checkout, the mistake is ours. You can have the piece remade correctly at no cost, or take a full refund. Many customers prefer a remake for memorial and baby pieces; we put those at the front of the queue.
3.4 A parcel that never arrived
When a carrier confirms a loss, or does not resolve an investigation within 5 business days, you receive a full refund or a remade piece, as you prefer. The steps for reporting a late parcel are on our Shipping & Delivery page.
3.5 An order cancelled in time
Orders cancelled within 24 hours of being placed, before making has started, are refunded in full. See Cancel or Change an Order for how to ask.
3.6 An order we have to cancel
Occasionally we cannot complete an order: a photo cannot be printed clearly and we cannot reach you, a payment cannot be verified, or the address cannot be delivered to. In that case we email you and refund everything you paid, which reaches you within 7 calendar days.
4. How the money comes back
- Original payment method: this is the default. The refund is sent to the same account or card used at checkout.
- Store credit: available on request instead of a refund. Credit can be used right away, does not expire while the store operates and is never forced on you.
- Currency: refunds are made in US dollars, the currency of the order. If your account is in another currency, your bank converts the amount at its own rate, so the figure on your statement can differ slightly from the original charge.
- Gift orders: the refund goes to the person who paid. If the recipient is returning a gift, we can issue store credit to them instead when the buyer agrees.
5. If a refund seems to be missing
Banks and payment providers sometimes take a few days to show a refund, and some show it as a separate line rather than a reversal of the original charge. If 7 calendar days have passed since your approval email and you cannot see the money, write to us. We send the transaction reference, check the refund with the payment provider and stay with the case until the money has arrived.
6. Partial refunds
A partial refund is rare. It applies only when a change-of-mind return comes back damaged after it reached you, or with parts missing that you have not mentioned. Before issuing one, we email you the amount and the reason, with photos. If you do not agree, we send the piece back to you free of charge instead, and you keep the full original purchase.
7. Exchanges and price differences
An exchange is not a refund, but it can involve money. If the replacement you choose costs less, the difference is refunded within 7 calendar days of approval. If it costs more, we tell you the difference and only take it with your agreement.
8. Disputes and chargebacks
If a charge looks wrong, please write to us before opening a dispute with your bank. Most problems, such as a duplicate charge or an order you do not recognise, can be sorted out by email within a day or two. Writing to us never affects your right to dispute a charge with your bank or payment provider.
9. Duties and taxes
We refund what you paid us. Import duties or taxes charged by the customs service of Canada, Australia or New Zealand were paid to that country, not to Koishine, so we cannot refund them directly. Some countries allow duties on returned goods to be reclaimed; your local customs office can advise.
10. A worked example
You order two acrylic frames for your parents, one 5×7 and one 8×10, and the parcel is delivered on 2 March. The 8×10 looks too large on their shelf. On 20 March you write to us asking for a refund on that frame only. We approve the return the same day and email a prepaid label. The parcel reaches us on 30 March and is checked on 31 March; the refund is approved that day and reaches the original payment method by 7 April at the latest. The 5×7 stays with your parents, and you paid nothing for postage at any point.
11. The refund journey, step by step
| Step | Who acts | Time it takes |
|---|---|---|
| You ask for a return or report a problem | You, by email or ticket | Any time within 60 days of delivery |
| We reply with approval, a label or a remake plan | Koishine | Within 1 business day |
| You post the piece back (change of mind) | You | Within 14 days of our approval |
| We receive and check the piece | Koishine | Within 2 business days of arrival |
| Refund approved and confirmation emailed | Koishine | Same day as the check |
| Money reaches your payment method | Payment provider | Within 7 calendar days of approval |
12. Orders with discounts
When a discount was applied to an order, the refund equals the amount you actually paid for the returned item, not its full list price. If one discount covered several items and you return only one, the discount is shared across the items in proportion to their prices, and we show the calculation in the approval email. A discount code used on a fully refunded order is not lost; ask us and we will make sure it can be used again if it is still valid.
13. Orders that arrived in several parcels
Each parcel is treated separately. If one parcel is lost and another arrives safely, only the items in the lost parcel are refunded or remade. If one parcel is damaged, the claim covers only the damaged items. Each item keeps its own 60-day window, counted from the day that item was delivered.
14. More about store credit
Store credit is useful when you would like to reorder with a different photo or design, or when a gift recipient would rather choose something themselves. It is issued as a code sent by email, applied at checkout and usable across several orders until it runs out. If you choose credit and later change your mind, write to us within the 60-day window of the original item and we will convert any unused credit back into a refund to the original payment method.
15. What we will never ask for
To process a refund we only need your order number and, for damage or errors, photos. We will never ask you for a card number, a security code, an online banking password or a one-time passcode, by email or in any other way. If you receive a message that claims to come from Koishine and asks for any of these, do not reply; forward it to us instead.
16. Refunds and your records
Every approval email includes the order number, the items covered, the amount, the payment method and the date of approval. Keep it until the money has arrived. If you need a written confirmation for an employer, a funeral director or an insurer, for example when a memorial piece was ordered on someone else’s behalf, ask us and we will send a plain statement of the order and the refund on request.
17. Questions about a refund
Write to support@koishine.com or open a support ticket with your order number. A person replies within 1 business day. Related pages: Returns & Exchanges, Payment Methods and the Help Center.