Refund policy

Refund Policy

If you decide to cancel your order before it is shipped, and your credit/debit card has already been charged, we will immediately issue a credit to your credit/debit card account, or a refund via Paypal if payment was made via Paypal. The time it takes for a refund to be processed depends on the payment method that was used. Credit and debit card refunds usually take 3-5 business days to appear on the cardholder’s statement.

Uncollected Fish

You have 14 days to collect or take delivery of your purchased Koi. If after this time you have not collected or taken delivery of your Koi, you will be charged a £15.00 per week holding fee (per Koi).  Your Koi will be offered for re-sale once unpaid holding fees reach the value of the fish and you will not be entitled to a refund. (For fish that we have agreed to hold over winter until a specified date, charges will apply once that date has passed).

Refunds – (Fish sales)

Live fish are considered “perishable” and as such, an order may not be terminated once it has been shipped and cannot be returned. If your fish do not reach you in good health, you must inform us immediately upon delivery.  Sufficient photographic or video evidence must be provided before any refund can be issued. For example, a photograph of a damaged box on arrival before it is opened, a photograph or short video of Koi that show signs of poor health, before the bag is opened, and also afterwards. Once your new Koi are in your pond you are responsible for their welfare. Please see our terms of service for more information.

Returns – (Non fish sales only)

You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase. 

Refunds on returned items

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). The time it takes for a refund to be processed depends on the payment method that was used. Credit and debit card refunds usually take 3-5 business days to appear on the cardholder’s statement. 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.