Refund policy

Return & Refund Policy — Koost Studio

Last updated: September 19, 2026

At Koost Studio, every item is handcrafted and made to order. Because of this, our return and refund process works a little differently than standard retail — please read below before placing your order.

1. Return Eligibility

Since our products are personalized and made specifically for each customer, customized items are not eligible for return or exchange, except in cases of damage, defect, or manufacturing error (see Section 5).

2. Return/Claim Timeframe

Any issue with your order (damage, defect, or error on our part) must be reported within 3 days of delivery. Requests made after this window will not be accepted, as our products are made to order and cannot be resold once personalized.

To report an issue, contact us at info@kooststudio.com with your order number, a description of the issue, and photos where relevant.

3. Refund Process & Timing

Once we review your claim and confirm it qualifies (see Section 5), we will notify you of the outcome within 2–3 business days.

  • Approved refunds will be processed to your original payment method within 7–10 business days
  • For cash-on-delivery orders, refunds will be issued via bank transfer to an account you provide
  • Your bank may take additional time to reflect the refund after we process it

4. Exchange Options

Exchanges are only available for:

  • Damaged or defective items (see Section 5)
  • Errors on our part (e.g., incorrect personalization that doesn't match what you ordered)

Because every item is made to order, we're unable to offer exchanges for change of mind once an order has entered production. If you need to change a detail (spelling, color, design), contact us as soon as possible after ordering — we'll do our best to accommodate it before production begins, but we can't guarantee changes once work has started.

5. Damaged or Defective Products

If your order arrives damaged, defective, or doesn't match what you ordered, we will make it right. Please:

  • Contact us at info@kooststudio.com within 3 days of delivery
  • Include your order number and clear photos of the issue
  • We will offer a replacement, repair, or refund depending on the situation

6. Non-Returnable Items

The following cannot be returned, exchanged, or refunded:

  • Personalized/customized products (name, initials, or custom design requests), except in cases covered under Section 5
  • Items marked as final sale or clearance
  • Products showing signs of use, wear, or damage not caused by us

7. Return Shipping Costs

  • If the issue is due to our error (damaged, defective, or incorrect item), we cover all shipping costs for the replacement or return
  • Customers are not liable for return shipping in valid claims under Section 5

8. Contact Us

For any questions about returns, exchanges, or refunds, reach out to us at:

Koost Studio
Email: info@kooststudio.com
Phone: 0321-3248139