Returns & Exchanges

 

Return Policy

 

We accept returns within 30 days of the order shipment date (the day your order ships out from us).  Items must be unopened and the packaging must still be in good condition.  

An RMA number must be assigned by customer support before you return an item.  Contact support@koiacres.com to receive an RMA number.

When we get the return, we will refund you for your purchase price, minus the shipping cost.  Refunds are usually processed within a week of receiving a return.  Refund process time is dependent on your form of payment.

If you changed your mind or ordered the wrong item, you will be responsible for the return shipping cost.

Please note: Live fish, Koi food and Koi medicines cannot be returned.  Items that were marked clearance, liquidation or non-returnable also cannot be returned.

Some items may be assessed a 15% restocking fee.  Contact support for more information.

Replacement

If your item arrived damaged or if you received the wrong item, contact support for an RMA within 30 days of the order shipment date and you can send it back for a replacement or refund.  We will only replace the exact item that you ordered.

How to Return an Item