Return & Refund Policy
At N Koi, we are dedicated to ensuring our customers are satisfied with their purchases. Due to the nature of our products, especially live fish, there are specific guidelines for returns and refunds. Please review the following policy carefully.
1. Live Fish Policy
Non-Returnable: For Biosecurity reasons, live fish are not eligible for returns. Once they are shipped, we cannot accept them back due to the risk it poses.
Arriving in Good Health: We take utmost care in packaging and handling to ensure your fish arrive healthy. If you notice any issues with the condition of your fish upon arrival, please contact us Immediately.
2. Fish Food
Returnable Items: Unopened and unused fish food may be returned within 7 days of delivery. The item must be in its original packaging and in resalable condition.
Return Process: To initiate a return, please email us at hello@nkoi.co.uk or call us on 0330 043 6676 with the reason for return. Once approved, we will await the return and process the refund immediately back onto your card.
3. Refunds
Eligibility for Refund: Refunds are available for items that arrive damaged, defective, or incorrect. For live fish orders, please notify us immediately with the issue and take photos.
Processing Refunds: Upon receiving and inspecting the returned item, we will process the refund to your original payment method within 1 day. You will be notified once the refund has been issued.
Shipping Costs: Please note that original shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect or damaged item).
4. Exchanges
At this time, we do not offer exchanges for live fish. However, if you received an incorrect order, please contact us, and we will assist you in resolving the issue.
5. Contact Us
For any questions regarding returns or refunds, please contact us at hello@nkoi.co.uk or call 07596 101873. We’re here to help you with any concerns.
Thank you for understanding our policies, which are designed to ensure the best customer satisfaction and experience.
