At N-Koi, we take the health of our fish and the satisfaction of our customers seriously. Because we deal with live animals and specialised pond care products, we have specific guidelines in place to maintain the highest standards of biosecurity.
1. Live Fish Policy
- Biosecurity & Non-Returnable Status: To protect our facility and existing stock from outside pathogens, we cannot accept returns on live fish. Once a fish has left our care and been delivered, it cannot be returned.
- Our Health Guarantee: We take immense pride in our careful packing process and health checks, ensuring that your fish will arrive in good health.
- Arrival Issues: In the highly unlikely event that your fish arrives in poor condition, you must contact Neil immediately via WhatsApp or Phone at 07596 101873. Please provide clear photos of the fish.
2. Fish Food & Dry Goods
- Eligibility: Unopened and unused fish food or pond supplies may be returned within 7 days of delivery.
- Condition: Items must be in their original, sealed packaging and in resalable condition.
- The Process: To start a return, please email hello@nkoi.co.uk or call us on 0330 043 6676. Once your return is approved and received, we process refunds back to your original payment method within 24 hours.
3. Refunds & Shipping
- Damaged or Incorrect Items: If you receive a defective product or the wrong order, we will issue a full refund or replacement.
- Refund Processing: Once an inspection is complete, refunds are triggered immediately. Depending on your bank, it usually appears in your account within 1-3 business days.
- Shipping Costs: Original shipping charges are non-refundable unless the return is due to an error on our part (eg we sent the wrong variety or a damaged item). Return shipping costs for ‘change of mind’ on dry goods are the responsibility of the customer.
4. Exchanges
We do not offer exchanges on live fish. If you have any concerns about a variety you have ordered, please contact us before the shipping date so we can assist you in making the right choice for your pond.
5. Need Assistance?
We are a small, dedicated team and we are here to help. If you have a question about an order, reach out directly:
Thank you for understanding our policies, which are designed to ensure the best customer satisfaction and experience.
