Returns, Replacements & Refund Policy
Thoughtfully Made, Carefully Chosen

Many Koa pieces are crafted from natural materials and, in several cases, made specifically to order. As a result, we encourage customers to review product specifications, dimensions, and material details carefully before placing an order.

Returns

We do not accept returns, exchanges, or refunds for reasons including:

Change of mind
Personal preference
Incorrect product selection
Variations in natural stone veining, texture, colour, or markings
Minor variations resulting from handcrafted production
Non-Returnable Categories

The following products are non-returnable, non-refundable, and non-exchangeable:

Made-to-order furniture
Customised products
Marble furniture
Decorative accessories
Clocks
Bookends
Candle holders
Bowls
Objects and sculptures
Limited edition or special-order pieces
Exceptions

A replacement may be offered only in the following situations:

Product received in a damaged condition due to transit
Manufacturing defect
Incorrect product delivered

All claims are subject to review and approval by the Koa Living team.

Reporting Damage or Incorrect Deliveries

To be eligible for a replacement request, customers must notify us within 48 hours of delivery.

The following documentation is mandatory:

Unboxing video recorded from the moment the package is opened
Clear photographs of the external packaging
Clear photographs of the damaged or incorrect product
Order number and delivery details

Claims submitted without sufficient documentation may not qualify for review.

Replacement Resolution

Once approved, Koa Living will arrange for a replacement of the affected product wherever possible.

If a replacement is unavailable, we may, at our sole discretion:

Offer a repair solution
Provide store credit
Issue a refund
Refund Processing

Approved refunds, where applicable, will be processed to the original payment method.

Processing timelines may vary depending on the payment provider and banking institution.

Natural Material Characteristics

Koa Living works extensively with natural stone and handcrafted materials.

Variations in veining, colour, texture, fossil markings, pores, mineral deposits, and natural patterns are inherent characteristics of the material and contribute to the uniqueness of every piece.

No two pieces will be identical.

Such variations are not considered defects and therefore do not qualify for returns, replacements, refunds, or exchanges.