Cancellation policy

 

1. Order Cancellation (Before Dispatch)

 


You may request a cancellation of your order before it has been processed or dispatched.

To request a cancellation, please email: support@koinoclo.com with your order number.

 

Once an order has been dispatched, it can no longer be cancelled and will instead fall under our Returns Policy.

 

 

 

2. Pre-Orders & Early Access Purchases

 


Pre-order and early-access purchases are made to secure limited stock.

You may cancel these orders at any time before the item has been shipped for a full refund.


If production delays occur, we will notify you and offer the option to:

 

  • Continue with the order,

  • Modify the order, or

  • Cancel for a full refund.

 

 

 

 

3. Subscription / Recurring Purchases (If Applicable)

 


If KOINOCLO offers a subscription or recurring purchase option, you may cancel your subscription at any time through your customer account or by contacting us directly.

Cancellations made before the next billing cycle will prevent future charges.

Payments already processed cannot be refunded unless legally required.

 

 

 

4. Change of Details (Address, Size, Variant)

 


If you need to change your delivery address, size, or item variant after placing an order, please contact us immediately.

Changes can only be made before the order has been processed or shipped.

 

 

 

5. Orders Already Shipped

 


Once an order has been shipped, it cannot be cancelled.

Customers may still return the item once received, in line with our Returns & Refund Policy.

 

 

 

6. Refusal of Delivery / Undeliverable Orders

 


If an order is refused at delivery or returned to us due to an incorrect address provided by the customer, the order will be treated as a return.

Return shipping fees may apply and will be deducted from the refund amount, unless the issue was caused by KOINOCLO.

 

 

 

7. Faulty, Incorrect, or Damaged Items

 


If your order arrives damaged, faulty, or incorrect, you are legally entitled to a replacement or full refund.

You must contact us within 7 days of receiving the item with photos of the issue.

KOINOCLO will cover all return shipping costs for faulty, defective, or incorrect items.


These rights are protected under the UK Consumer Rights Act 2015.

 

 

 

8. Refund Processing Times

 


Once a cancellation has been accepted and processed, refunds will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your bank/payment provider.

 

 

 

9. Exclusions (Non-Cancellable Items)

 


The following items cannot be cancelled once processing has begun:

 

  • Custom-made or personalised products

  • Final-sale or clearance items

  • Gift cards

 


Any such exclusions will be clearly identified on the product page.

 

 

 

10. Legal Compliance

 


This policy is designed in accordance with:

 

  • The Consumer Rights Act 2015

  • The Consumer Contracts Regulations 2013 (Distance Selling)

  • Applicable UK and EU consumer-protection laws

 


Your statutory rights remain unaffected.

 

 

 

11. Contact Information

 


For cancellations, amendments, or inquiries:

📧 support@koinoclo.com