Refund policy

Fish Sales Terms & Conditions

  1. Collection & Delivery

    • Once a fish has been purchased, collection or delivery must be arranged and completed within 7 days.

    • Fish not collected within 7 days may be subject to daily keeping/holding fees.

  2. Holding Period & Guarantees

    • If a fish remains with us for more than 14 days after purchase, we can no longer guarantee against death, loss of colour, or accidental damage.

    • Our premises are not a long-term holding or growing facility.

  3. Dead on Arrival (DOA) – Shipped Fish up to 50cm

    • For fish up to 50cm sent by courier, we offer a Dead on Arrival guarantee.

    • In the event of DOA, we can offer either:

      • A similar replacement fish, subject to availability, or

      • Store credit equal to the value of the fish, valid for 6 months.

  4. Shipping of Larger Fish (Over 50cm)

    • We do not advise using overnight couriers for fish over 50cm.

    • If the buyer insists, shipping is undertaken entirely at the buyer’s risk, and no DOA guarantee applies.

  5. Shipping Area

    • We currently ship to mainland UK only.

  6. Returns & Biosecurity

    • Once koi have left the premises, they cannot be returned under any circumstances.

    • This is due to biosecurity procedures and regulations set by CEFAS.

  7. Fish Appearance & Development

    • Koi are photographed either at the time of purchase in Japan or in-store to represent their appearance at that time.

    • Please note that koi may develop, change pattern, or alter in body structure over time.

    • Such natural changes do not qualify for refunds, returns, or exchanges.

    • In exceptional circumstances, we may use our discretion.

  8. Non-Interchangeability & Restocking Fee

    • Fish are not interchangeable once purchased.

    • If a fish is left with us for more than 14 days after purchase, we reserve the right to:

      • Cancel the sale, and

      • Apply a 50% restocking fee, which will be deducted from any refund issued.

  9. Customer Commitment

    • Please do not purchase fish unless you are fully committed.

    • Reserving a fish removes it from sale and may prevent other customers from having the opportunity to purchase it.