Navigating billing can often take a backseat until an unexpected charge catches your attention, particularly with subscription services like Koi. This guide aims to clarify how Koi's refund process works, who is eligible for refunds, and the straightforward steps needed to request your money back efficiently. Whether it’s a subscription renewal or a different issue, we’re here to help you understand your options and get you back on track.
What You Should Prepare Before Applying For Refund
Order Number: Locate your unique order number found in your confirmation email or within your Koi account.
Transaction ID: Gather the transaction ID for your payment, which can be found on your receipt or bank statement.
Proof of Purchase: Have a copy of your purchase receipt or email confirmation available.
Photos of Unused Products: If applicable, take clear photos of any unused or faulty products to support your claim.
Account Information: Ensure you have your Koi account login details handy, including the email registered with the account.
Refund Reason: Clearly state your reason for requesting the refund, whether it's due to dissatisfaction, malfunction, or an order error.
Refund Policy Review: Familiarize yourself with Koi's specific refund policy to understand eligibility criteria.
Return Shipping Details: If items need to be returned, check and prepare for any shipping requirements Koi may specify.
Communication Records: Keep any previous communication regarding the order, such as emails or chat transcripts, as reference for your request.
How Long Does it Take to Get a Refund?
Payment method
How long it takes*
Credit/Debit Card
3-5 working days
PayPal
1-3 working days
Klarna
3-7 working days
Gift Cards
Up to 10 working days
*Working days are Monday to Friday, and don't include public holidays.
What are my Rights? Am I eligible for a Refund from Koi
At Koi, we strive to ensure a positive experience for all users. Understanding your rights regarding refunds is essential, particularly in the context of the services we provide. Our offerings encompass premium wellness products, which can be impacted by various user circumstances that may lead to potential eligibility for refunds.
The following situations may qualify users for a refund from Koi:
Product Damages or Defects: If you receive a product that is damaged or defective upon delivery, you may be eligible for a refund. Please retain all packaging materials and document the condition when contacting our support team for assistance.
Order Errors: Should there be discrepancies in your order, such as receiving the wrong item or an incorrect quantity, this may also qualify you for a refund. Ensure you provide details of the order and the items received to facilitate a resolution.
Product Quality Issues: If you experience concerns about the quality of a product that do not align with our standards, you may be eligible for a refund. We encourage you to report such issues promptly to assess the situation appropriately.
Subscription Service Adjustments: For users enrolled in a subscription service, changes to your subscription status or a desire to pause or discontinue the service may lead to eligibility for pro-rated refunds based on your specific billing cycle and duration of service used.
Withdrawal Requests: If you choose to withdraw from a program that entitles you to a refund based on specific terms outlined at enrollment, you might qualify for a refund depending on the stage of withdrawal and associated policies.
For any inquiries regarding your individual situation or to discuss potential eligibility for a refund, we encourage you to reach out to our customer support team, who will guide you through the process with care and attention.
Step-by-Step Process to Request Your Koi Refund Like a Pro
If you purchased through Koi.com:
Visit koigallatin.com and log into your account.
Navigate to the Account Settings section.
Click on Billing History to locate the subscription or service in question.
Select the Refund Request option next to the relevant transaction.
In the refund request form, clearly state that the subscription renewed without prior notice.
Submit the form and note the confirmation number provided after submission.
Wait for a confirmation email regarding your refund status.
If you purchased through Apple:
Open the Settings app on your device.
Tap your Apple ID at the top of the screen.
Select Subscriptions from the list.
Find the Koi subscription and tap on it.
Look for the Report a Problem option at the bottom of the screen.
Select Request a Refund and choose the reason for your request.
In your message, emphasize that the account was unused for the billing period.
Submit your request and check your email for updates.
If you purchased through Google Play:
Open the Google Play Store app.
Tap the Menu icon (three horizontal lines) in the top left corner.
Select Subscriptions.
Find and select your Koi subscription.
Tap on Cancel Subscription, if required.
Return to the subscription page and tap Report a Problem.
Choose the option to request a refund.
In your message, mention that the subscription renewed without being aware.
Submit the form and keep an eye on your email for the refund outcome.
If you purchased through Roku:
Go to my.roku.com and log into your Roku account.
Click on Manage Your Subscriptions.
Locate your Koi subscription and select Unsubscribe.
Contact Roku support through their Help section.
Request a refund and specify the reason as an unexpected renewal.
Follow up with any information they might request and check for a response.
Disclaimer
Chargeback is an independent consumer resource that provides educational information to help users understand how to cancel, manage, or request refunds for various subscriptions. We are not affiliated with, endorsed by, or sponsored by any of the companies mentioned on this site. All trademarks, logos, and brand names are the property of their respective owners.
The information we provide is based on publicly available sources and user reports and may contain inaccuracies or become outdated over time. Our guides are intended for general informational purposes only and should not be relied upon as official company instructions or legal advice.
Consumers are solely responsible for reviewing their own contracts, terms of service, and refund or cancellation obligations before taking any action. Nothing on this site should be interpreted as legal, financial, or contractual guidance.
Chargeback does not encourage or condone disputing valid charges, misrepresenting transactions, or taking any action that could violate a company's terms, service agreement, or applicable laws. We promote fair, transparent, and lawful communication between consumers and businesses.
I am writing to address a billing situation regarding my account. [describe reason]
I would like to request a refund in the amount of [Amount]. If you require any documentation to assist with this request, please find it attached.
Could you please confirm the status of my request within 3-5 business days? Thank you for your attention to this matter.
Best regards, [Your Name] [Your Phone Number]
Common refund statuses
Status
Meaning
What It Means for You
Pending
Your refund request has been received and is awaiting approval.
This status indicates that we have not yet processed your refund, so it may take up to 3 business days for your request to be reviewed.
Processing
Your refund request is currently being processed.
We are working on your request, and it should be completed within 5 business days. Please hold tight!
Refunded
Your refund has been issued successfully.
The funds have been credited back to your original payment method. Expect to see this reflected in your account within 3-5 business days.
Partially Refunded
A partial refund has been issued.
Only a portion of your purchase amount has been refunded. Check your email for details on the refunded amount.
Completed
Your refund process is complete.
Your refund is fully processed, and you should see the final status in your account. Thank you for your understanding!
Canceled
Your refund request has been canceled.
The refund request was either not approved or was canceled by you. If you need to ask questions, please contact our support.
Real User Scenarios: When and How Refunds Were Successfully Claimed
At Koi, we understand that sometimes life happens, and users may need assistance with their accounts. Here are some real user scenarios where refunds were successfully claimed:
Accidental Subscription Renewal: A user realized they had inadvertently activated a monthly subscription while trying to explore their account options. After reaching out to Koi customer support, they quickly explained the situation and received a timely refund for the most recent charge.
Service Interruption: A user experienced unexpected downtime while using Koi's service for a crucial project. They contacted customer service to discuss the matter, and after verifying the issue, Koi issued a credit to their account for the time lost during the service interruption.
Product Return: A customer received a Koi product that did not meet their expectations. Following Koi's clear return policy, they initiated a return and successfully received a full refund once the product was returned and processed by the warehouse staff.
Billing Clarification: A user had a question regarding a charge that appeared larger than expected on their account. After providing the necessary details to Koi's support team, they confirmed it was a temporary hold and issued a refund for the overage once the misunderstanding was cleared up.
The Easiest Way to Get a Koi Refund
If you're frustrated trying to get a refund from Koi—or if you didn't even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we'll take care of the rest.
How to Track Your Refund Status Efficiently
Tracking your refund status is essential when shopping with Koi. Our streamlined processes keep you informed every step of the way. Here’s how to track your refund status efficiently:
Check Your Email: Koi sends email updates regarding your refund status. Look for emails with the subject line "Refund Update" to get the latest information about your refund process.
Utilize the Koi Mobile App: If you have the Koi mobile app installed, navigate to the "Orders" section. This feature provides real-time updates on your refund status and estimated timelines for processing.
Visit Your Account Dashboard: Log into your Koi account and head to the "Order History" section. Here, you can view all your recent transactions, including the status of your refunds.
Check the Billing Section: In your account settings, the "Billing" section provides detailed information on your transaction history, including refunds that have been initiated and their current status.
Understand Refund Progress Indicators: Koi provides clear indicators of your refund progress, such as "Pending", "Processed", or "Issued" next to each order in your order history. This helps you know exactly where your refund stands.
In-App Notifications: Enable notifications in the Koi app to receive instant updates about any changes to your refund status. This ensures you’re always aware of your refund without the need to check manually.
FAQ
If you forgot to cancel your subscription on time, unfortunately, we cannot issue a refund for that billing cycle. We encourage you to review our cancellation policy for details and to set reminders for future cancellations. Our support team is here to help if you have any further questions or need assistance.
Refunds typically take 3 to 5 business days to process, depending on your financial institution's policies. Once we initiate the refund, you will receive a confirmation email, and the funds should appear in your account shortly thereafter. Please note that processing times may vary slightly based on your bank's handling of transactions.
If you notice a charge but do not have an active subscription, please check your email for any related notices or confirmations. You can reach out to our customer support team through the contact form on our website for assistance in identifying the charge and resolving any discrepancies.
If you're unable to secure a refund directly from Koi, you might consider reaching out to their customer service team again for further assistance. Additionally, examining your account details for any relevant information or escalation options within Koi's support system can be beneficial. It's always a good idea to ensure all communications are clear and that you've provided any necessary documentation.
If Koi refuses to issue a refund, you may want to carefully review their refund policy to understand the criteria for eligibility. Additionally, consider reaching out to their customer support team again for further clarification on your request, or check your account details to ensure all information is accurate.
Chargeback and the Chargeback trademarks used herein are trademarks or registered trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is for identification and reference purposes only and does not imply any association with the copyright or trademark holder of their product or brand. Other product and company names mentioned herein are the property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of savings for customers. ² Average requests times may vary depending on volume of requests
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