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Returns Policy

Thanks for shopping at discoverkoi.com! If you are not entirely satisfied with your purchase, we are here to help.

Returns
We take customer satisfaction very seriously. Please check your shipment from Koi carefully upon arrival to ensure it has not been damaged during shipping. All claims for damaged product(s) must be made within 30 days of receipt by writing to customerservice@discoverkoi.com. You will need to provide detailed information (including images) for any product damaged during shipping within that time frame. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. We can only accept returns for products purchased directly from Koi. For products purchased at other retailers or websites, please contact the vendor.

Refunds & Exchanges
If you are, however, not satisfied with our products, you may request a refund of the full purchase price within 30 days of the purchase date. The product must be at least 50% full for a valid refund. Refunds can only be accepted for product purchased directly from Koi. Please submit this request by writing to customerservice@discoverkoi.com.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your refund is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
If you purchased your Koi product from another retailer, we can accommodate an exchange. The product must be at least 50% full, and include a detailed reason for the exchange request. Please submit this request by writing to customerservice@discoverkoi.com. Requests must be made within 30 days of purchase, and be accompanied by a receipt.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us
If you have any questions on how to return your item to us, contact us.

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