Returns Policy

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return. This excludes live stock due to bio security.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@exclusivelykoi.co.uk  Please note that returns will need to be sent to the following address: Exclusively Koi, 39 shuttle close Sidcup Kent DA15 8EP. 

The cost of sending the item(s) back is at the cost of the buyer (you). Exclusively koi will not be held liable to pay postage for item(s) that need to be returned.

Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, we will then correct the order either by sending out a new item or correct item

Non-returnable items

Live stock can not be returned due to bio security should you have any issues please contact us at info@exclusivelykoi.co.uk

Exchanges

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 48 hours and proof sent.