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 health and safety reasons, live fish are not eligible for returns. Once they are shipped, we cannot accept them back due to the risk it poses to their well-being.
• 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 within 24 hours of delivery.

2. Fish Food and Accessories

• Returnable Items: Unopened and unused fish food and accessories may be returned within 14 days of delivery. The item must be in its original packaging and in resellable condition.
• Return Process: To initiate a return, please email us at hello@nkoi.co.uk with your order number and reason for return. Once approved, we will provide instructions on how to return the item.

3. Refunds

• Eligibility for Refund: Refunds are available for items that arrive damaged, defective, or incorrect. For live fish orders, please notify us within 24 hours if there is an issue.
• Processing Refunds: Upon receiving and inspecting the returned item, we will process the refund to your original payment method within 5–7 business days. 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 or perishable items. However, if you received an incorrect or damaged product, please contact us, and we will assist you in resolving the issue.

5. Contact Us

• For any questions regarding returns or refunds, please contact our customer support team 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 health and safety of our fish and satisfaction of our customers.