Refund policy

Return Policy:

Exceptions / non-returnable items:

Live Fish

After leaving our premises, JS KOI Limited accept no responsibility for Koi purchased and cannot be returned due to our strict bio security measures.

*In the unlikealike event of you purchasing a koi which passes in our care prior to collection or shipment we will issue a full refund in this case.

Gift Cards

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

Dry Goods

We have a 14-day return policy on dry goods, which means you have 14 days after receiving your item to request a return. Items sent back to us without first requesting a return will not be accepted. 

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. If returned via online order please provide us with the order number.

To start a return, you must contact us via telephone or email via sales@js-koi.co.uk. The customer is responsible for any shipping charges incurred during the returns process. Please note that returns will need to be sent to the following address: 7 Fleam Road, Nottingham, NG11 8PJ.

Returns progress can be viewed via the Orders section of My Account.

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, providing as much information as possible using photographic and/or video evidence where applicable, so that we can evaluate the issue as quickly as possible and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been 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 sales@js-koi.co.uk.