Refund policy

Koi Water Ways Ltd – Refund & Returns Policy

Live Fish (Koi & Other Livestock)

At Koi Water Ways Ltd, the welfare of our koi is our highest priority. All koi are maintained under controlled conditions and undergo a visual health check prior to leaving our premises.

Due to the nature of live fish and the variables involved once they leave our care, the following policy applies:

• No refunds or exchanges are offered for live fish due to change of mind.

• Once a koi has left our premises, whether by customer collection or specialist aquatic courier, responsibility for the koi’s care, acclimation, and ongoing welfare transfers to the customer.

24-Hour Notification Requirement

A refund, replacement, or store credit may be considered only if we are notified within 24 hours of collection or delivery, and where:

• The koi experiences a serious health issue or death within the first 24 hours, and

• Supporting evidence is provided, including:

• Clear photographs or video

• Water test results from the customer’s pond or quarantine tank

• Confirmation that appropriate acclimation and quarantine procedures were followed

All claims are assessed on a case-by-case basis. Environmental factors, transport stress, water quality, acclimation methods, and quarantine practices are outside our control and will be taken into account when assessing any claim.

No claims will be accepted after 24 hours under any circumstances.

Standard Returns Policy - for non-fish, non-perishable items

We have a 14-day "cooling off" return policy for all non-fish, non perishable items, which means you have 14 days after receiving your item to request a return, and once processed, 14 further days for us to receive the items back. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at lynn@koiwaterways.com. Please note that returns will need to be sent to the following address: Unit 1FB Passfield Business Park, Mill Lane, Liphook, Hampshire, GU30 7QU

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lynn@koiwaterways.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lynn@koiwaterways.com