Returns & Exchanges

At koi, we want you to be 100% happy with your purchase from us. If you’re not completely satisfied with your koi purchase, koi will gladly exchange it or refund the original purchase price.

What is your return/exchange policy?

Returns will be accepted within 30 days of purchase for a refund, exchange or store credit. Items to be returned must not be worn, altered, or washed and must be returned with original tags and packaging intact. Please note that shipping and handling charge are non-refundable.


How do I return?

  • To start a return or exchange, please visit our Returns & Exchanges Center for a return.
  • Follow the instructions and select the items you want to return. You can request a koi returns prepaid shipping label for $7.95, which will be deducted from your refund or credit. If you choose to exchange for another size, color or item, there is no charge for the return shipping label. 
  • Once you generate the return, you will receive an email with return instruction and a prepaid shipping label to download at your convenience. Please note: labels are generated through the United States Postal Service. Also, if you decide to use a specified carrier of your choice to send back your item(s), you will be responsible for the cost of shipping and handling.
  • Send your return to the address below and reference your RMA# inside the shipment for faster processing time. Please allow 1-7 business days from the time of delivery for processing. If you are using your own return shipping methods, we recommend keeping a record of your tracking number in case there is an issue.  
  • Ship returns to:  
koi Returns Center
950 N 119TH Ave Suite 400
Avondale, AZ 85323

What items are returnable? 

  • Returns and exchanges can only be made within 30 days from the date of the receipt of your item. 
  • Only koi Scrubs & Accessories items are returnable.  


What items are non-refundable? 

 The following items cannot be returned:

  • Final Sale items with a price ending in $0.97 (if applicable)
  • Items that have been worn, washed, customized or altered. 
  • All Face Masks & Scrub caps 

The item I received is damaged!

If the purchased product is damaged, go to the Returns & Exchanges center and note that when you begin your return. We will happily allow an exchange on that item or provide a refund upon request.


Can the items be exchanged?

We allow the exchange of purchased items for items of equal value. You can choose to exchange once at the koi Returns Center. 

The exchanged item of equal value will be shipped to you at no additional charge.

What are the refund options?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)

How do I ship back the items?

At the koi Returns Center, you will receive a return shipping label to send your items back. 

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

My question is not addressed...

If you have any additional questions regarding returns, exchanges or refunds, reach out to koi customer service at 800.828.4526 option 1 or via email at