Refund policy

Returns & Refunds Policy

Exceptional Standards for Living Art

At The Koi Store, each Japanese koi is individually hand-selected for its beauty, health, and lineage. These are not simply products, but living works of art. As such, our policies are carefully designed to reflect both the delicate nature of koi carp and your rights as a valued customer.

Live Arrival Assurance

We guarantee that your koi will arrive alive and in excellent condition when delivered on the agreed date.

To uphold this assurance, we kindly ask that:

  • Someone is present to receive the delivery at the agreed time

  • The shipment is opened promptly upon arrival

In the unlikely event that a fish arrives deceased (DOA – Dead on Arrival):

  • You must notify us within 2 hours of delivery

  • Provide clear photographic or video evidence of the fish in its sealed, unopened transport bag

Once verified, we will promptly offer one of the following:

  • A like-for-like replacement (subject to availability)

  • A full or partial refund

  • Store credit, where preferred

This does not affect your statutory rights.

Your Rights Under UK Law

Under the Consumer Rights Act 2015, all goods must be:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your koi does not meet these standards upon arrival, you are entitled to a remedy. Due to the perishable and live nature of koi carp, any concerns must be raised immediately upon delivery.

Additionally, under the Consumer Contracts Regulations 2013:

  • Live fish are classified as perishable goods, and therefore the standard 14-day cancellation right does not apply once dispatch has occurred

  • However, you retain the right to cancel your order before dispatch

Returns

To protect the welfare and biosecurity of all our koi:

  • We are unable to accept returns of live fish once they have been delivered and accepted

  • This policy ensures the health integrity of our stock and prevents the risk of disease transmission

This approach is consistent with UK regulations regarding perishable and live goods.

Refunds & Aftercare Considerations

Due to the sensitive nature of koi carp, we cannot offer refunds for:

  • Losses occurring after successful delivery

  • Issues arising from pond conditions, water quality, or acclimation practices

  • Natural variations in colour, pattern, or minor size differences

We are always happy to provide guidance on acclimation and ongoing care to support the long-term wellbeing of your koi.

Order Cancellations

  • Orders may be cancelled up to 48 hours prior to dispatch for a full refund

  • After this point, cancellations may not be possible due to the bespoke preparation and handling of each fish

Delivery & Handling

We partner with specialist livestock couriers to ensure the safest possible transit.

While we take every precaution:

  • External delays (e.g. weather or courier disruption) are beyond our control

  • We will always act proactively to minimise any impact and support you throughout the process

Your Responsibility as a Keeper

To maintain the health and longevity of your koi, customers are expected to:

  • Be available for delivery

  • Follow appropriate acclimation procedures

  • Provide a suitable, well-maintained aquatic environment

Failure to do so may affect eligibility for remedies.

Contact & Personal Support

We pride ourselves on offering a discreet and attentive service.

If you have any concerns, please contact us without delay:

  • Email: thekoistore@yahoo.co.uk[your email]

  • Telephone: 07743 773643

  • Hours: 8am - 8pm