Returns

I placed an order, can I return it?

We want you to enjoy your Koyal experience! If you are not 100% satisfied with your purchase, our Easy Returns policy allows you to return (most) products to us within 30 days of receiving your order.  Just make sure the product(s) is in its original condition.

Please note - we do not provide prepaid return labels and you are responsible for covering shipping costs to return. US customers are able to purchase a return shipping label at any USPS, FedEx or UPS location. 

Original Condition

If a product(s) is returned to us damaged, used, or in an unsuitable condition, we won't be able to issue a refund. 

After 30 Days?

We do not accept returns outside the 30-day period (i.e. after 30 days of receiving your order).  If you make a return, we may send it back.  

Return Process

If you would like to return your package, please contact our customer service department at 714.459.0600 or via our online contact us form. 

In the case that the order needs to be returned to our facility, our customer service associate will provide you with a RMA number. 

Please place the items you would like to return in a box or envelope and place the RMA and order number on the outside of the package. 

The package should be returned to: 

KOYAL RETURNS RMA# (your RMA number here) 
2325 Raymer Ave. 
Fullerton, CA 92833 
U.S.A.

Kindly note, we do not issue return labels.  A return label can be created at any USPS, FedEx or UPS location. Once the label is provided by the carrier, please place it on the package and drop the package off at a local USPS, FedEx or UPS location.

The following items are not eligible for a return: 

• Personalized items
• Open or used items
• Clearance sale items
• Items marked as "Not eligible for return"

Once your return is received and inspected by our fulfillment center (usually within 2-3 business days), we will process the refund and a credit will be automatically applied to your original method of payment.

Please Note: It may take an additional 2 - 4 business days for your credit to post to your account.  Shipping is non-refundable.

I received defective, damaged items, missing items and / or incorrect items, what do I do?

Oh no! We do all we can to package items for safe delivery. If your items were damaged in transit, please contact us within 7 days of delivery of your order.  Please contact our customer service department via phone at 714.459.0600 or via our online contact us form. 

For defective, missing or incorrect items, please contact us immediately and we'd be more than happy to assist you with a return or exchange. 

Occasionally, we may ask for photos and detailed information to resolve the issue thoroughly and efficiently.

What if I refuse the package?

Refunds will be given for refused packages minus the shipping charges.

Questions?  Chat with us 24/7 or contact us.