Order Cancellation Policy

Plans change. Here is how cancellations work, and what is possible at each stage.

Before your order ships

You can cancel free of charge at any point before dispatch. Email support@koiboni.com with your order number and the word Cancel in the subject line. Once we confirm, your refund is issued to the original payment method.

Orders are picked quickly, so the sooner you contact us the better the chance we can stop it before it leaves. If we have already handed it to the carrier, we will tell you and it becomes a return instead.

After your order ships

Once a machine is in transit we cannot recall it. You have two options:

Refuse delivery. The carrier returns it to us and we refund once it arrives back and is checked.
Accept and return it. Follow the process in our Refund Policy.

In both cases return shipping may be deducted from the refund unless the item was faulty or sent in error. Outdoor power equipment is heavy and return carriage on larger machines such as ride-on and zero-turn mowers can be substantial — worth factoring in before you decide.

Refund timing

Approved refunds are processed within 3–5 business days. How quickly the money appears depends on your bank or card issuer and typically takes a further 3–10 days.

Orders we may cancel

Occasionally we need to cancel from our side — if an item turns out to be out of stock, if a pricing error is identified, or if payment cannot be verified. If that happens you will be told promptly and refunded in full. We will also offer an alternative machine where there is a sensible one.

Part-cancelling an order

If your order has several items and you only want to cancel some, say which ones in your email. We will cancel those lines and dispatch the rest as normal.