Refund policy
All Sales Final — No Returns, No Exchanges
Because every Koi Whisperer order involves live animals, perishable food, or specialty pond supplies, all sales are final. We do not accept returns and we do not offer exchanges under any circumstances.
Live Koi
- Each koi is hand-selected and individually photographed. We confirm your fish with you before it ships.
- All fish are quarantined and health-checked before dispatch.
- Once you place an order, the fish is reserved exclusively for you and cannot be returned or exchanged.
- Our Live Arrival Guarantee is the only remedy if a fish arrives deceased. Please see our Shipping page for the photo, notification, and timing requirements.
Koi Food, Water Treatments, and Consumables
- For biosecurity and food-safety reasons, all consumable products (koi food, medications, salt, water treatments, test kits) are non-returnable once shipped — whether opened or unopened.
Equipment and Pond Supplies
- Pumps, filters, UV clarifiers, liners, nets, and other equipment are sold as final sale.
- Where a manufacturer warranty applies, it is handled directly by the manufacturer. Please keep your invoice and original packaging.
Damaged or Incorrect Shipments
If your order arrives with the wrong item, or non-living goods arrive visibly damaged in transit, contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging. We will review each case individually and, where warranted, ship a replacement. This is not a general return or exchange policy.
Cancellations
You may cancel your order for a full refund only if you contact us before the order has been packed or the fish reserved. Once packed or reserved, cancellations are not permitted.
Contact
Questions about this policy? Please email us before placing your order.
By completing checkout, you acknowledge and accept this No Returns/No Exchanges policy.