Refund policy
At Southcoast Koi & Aquatics we want you to be happy with your order. If something isn't right, here's how returns work.
30-Day Returns
You have 30 days from the date you receive your order to request a return on most items. To be eligible, the item must be:
- Unused and in the same condition you received it
- In its original packaging, with any tags or seals intact
- Accompanied by proof of purchase (order number or receipt)
Items We Can't Accept
For health, safety, and animal welfare reasons, the following can't be returned:
- Livestock (koi, fish, plants, and other live aquatics) — covered separately by our Live Arrival Guarantee below
- Opened or used foods, medications, water treatments, and other consumables
- Special-order or bespoke items sourced specifically for you
- Gift cards
Live Arrival Guarantee (Livestock)
We can't accept livestock back once it has left us, as we can't verify the conditions it has since been kept in. All live stock is instead covered by our arrival guarantee:
- Please inspect your livestock as soon as it arrives or is collected
- If anything arrives dead or in poor health, contact us within 24 hours with clear photographs
- Once verified, we'll arrange a replacement or refund
Faulty or Incorrect Items
If an item arrives faulty, damaged, or not as described, please let us know as soon as possible. Under the Consumer Rights Act 2015 you're entitled to a refund, repair, or replacement, and we'll cover return postage in these cases.
How to Return an Item
- Contact us at southcoastkoiandaquatics@gmail.com with your order number and the reason for return
- We'll confirm the return and send you our return address
- Package the item securely and post it back to us
Unless the item is faulty or we sent the wrong product, you're responsible for return postage costs. We recommend using a tracked service, as we can't be responsible for items lost in transit.
Refunds
Once we've received and inspected your return, we'll email to confirm. Approved refunds are processed to your original payment method within 5–10 working days. Original delivery charges are only refunded where the item was faulty or incorrect.
Your Statutory Rights
For online orders you also have a 14-day cancellation right under the Consumer Contracts Regulations 2013, beginning the day after you receive your goods (livestock and certain perishable or sealed items excepted). This 30-day policy is offered in addition to, and does not affect, your statutory rights.
Contact Us
southcoastkoiandaquatics@gmail.com