Returns & Refund Policy

1. General Return Conditions

Returns may be accepted only if the item is unused, unopened, undamaged, and in its original packaging, returned with proof of purchase within 7 days from the date of purchase or delivery, and the product is not listed under our non-returnable items and has not been installed, altered, damaged, or used.

Koi Planet reserves the right to inspect all returned products before approving any refund, exchange, or store credit.

2. Non-Returnable Items

For health, safety, hygiene, and product integrity reasons, the following items are not eligible for return or refund:

• Live fish, Japanese Koi, ornamental fish, and other livestock
• Aquatic plants
• Opened or used fish food, medication, treatments, supplements, and water conditioners
• Opened filter media or biological media
• Custom-made aquariums, ponds, filtration systems, and special-order items
• Products that have been installed, used, modified, damaged, or tampered with
• Sale, clearance, or discounted items unless defective
• Services that have already been completed or started
• Consultancy fees, site inspection fees, design fees, and technical assessment fees

3. Live Fish & Japanese Koi Policy

All live fish sales are generally final once the fish has left our premises or been delivered. Koi Planet is not responsible for fish loss or health issues caused by incorrect acclimation, poor water quality, unsuitable pond or aquarium conditions, lack of oxygen or filtration failure, mixing with unhealthy fish, stress caused after transfer, incorrect medication, delayed collection, or customer handling after purchase.

Customers are responsible for ensuring their pond, aquarium, or holding system is suitable before receiving fish. If a concern is noticed at the time of delivery or collection, the customer must inform Koi Planet immediately before accepting the fish.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within 24 hours of receiving the item with your order number, photos or videos of the product and packaging, and a description of the issue.

If verified, Koi Planet may offer a replacement, repair, exchange, store credit, or refund where applicable. The final solution will depend on the product type, manufacturer warranty, stock availability, and the nature of the defect.

5. Electrical & Technical Equipment

Electrical and technical equipment may be covered by manufacturer warranty where applicable. Warranty does not cover damage caused by incorrect installation, misuse or negligence, running equipment dry, power surges, water damage where not designed to be submerged, lack of maintenance, or unauthorized repair or modification.

6. Custom Orders & Special Orders

Custom-made and special-order items cannot be cancelled, returned, or refunded once production, procurement, design, or ordering has started. This includes custom aquariums, pond filtration systems, special-order Japanese Koi, imported equipment, and bespoke lake systems. Deposits paid for custom work are generally non-refundable unless otherwise agreed in writing.

7. Services, Installations & Maintenance Contracts

Fees paid for completed services are non-refundable. This includes pond maintenance, fish treatment visits, site inspections, consultancy, filtration design, installation work, lake management visits, emergency call-outs, and water testing.

For ongoing maintenance contracts, cancellation terms will be as stated in the relevant quotation, contract, or service agreement.

8. Refund Method & Processing

Approved refunds will usually be processed using the original payment method where possible. Koi Planet may also issue an exchange, replacement, store credit, or repair support. Refund processing times may vary depending on the payment provider, bank, or card issuer.

9. Order Cancellation

Orders may be cancelled before dispatch, delivery, installation, procurement, or production begins. Cancellation may not be possible for live fish already packed or prepared for delivery, special-order or custom-made products, imported items, or services already scheduled or started.

Koi Planet reserves the right to cancel an order if the item is unavailable, incorrectly priced, or cannot be supplied for any reason. In such cases, any eligible payment will be refunded.

10. Delivery & Collection Charges

Delivery, installation, collection, inspection, and service call-out charges are generally non-refundable unless the return is due to an error by Koi Planet. If a customer requests item collection for return, collection charges may apply.