We will only accept authorized returns.  An RMA number must be obtained from our customer service department and be clearly marked on the outer box being returned.

Return Policy For Live Koi Fish:   

• We can only guarantee your fish live on arrival.  Once the package leaves our facility, we cannot accept returns for live koi fish due to health reasons.  If package was damaged or destroy during transit, claims must made through specified shipping carriers.
• Special Note***  You must take delivery of your fish at the first delivery attempt by specified shipping carriers (FedEx, UPS, etc).  Tracking information will be provided.

Defective Products:

• We will replace defective items under warranty at no cost to the customer.
• Defective products are subject to inspection.  Customers will be charged for pumps that are not warrantable, for instance, with power cords that have been altered.
• We will ship a replacement pump and a return label so that the defective pump can be returned to us.  We will pay shipping on both the return and replacement.  All other items need to be returned to us for inspection.  If the item is defective we will send a replacement at no charge.  If the item is not defective it will be returned to the customer.
• Customers will be charged if the defective pumps are not returned within 7 days of replacement.

New Products: 

• We will accept new, unused products within 7 days of date of purchase.  Please ship the item back with the original packaging enclosed within a separate box to minimize package damage.
• Returned products are subject to inspection.  Products returned as new but have been in service will be considered used and restocking fees will apply.
• Freight costs and arrangements are the responsibility of the customer.  Original freight costs are non-refundable.
• All products are under warranty from original purchase date only and Do Not renew with replacements.

Used Products:

• We will accept used products within 7 days of date of purchase.
• Returned products are subject to inspection.  Products returned as used must be fully assembled, clean, and be in good working order and will be subject to a 20% restocking fee.  Products must be returned with all components.
• Freight costs and arrangements are the responsibility of the customer.  Original freight costs are non-refundable.
• Opened consumables (water treatments, fish food, etc) or excess bulk items (liner, underlay, tubing, filter media, etc) may not be returned.
• Pond Filters are subject to a 25% restocking fee.
• Other used products are subject to a 20% restocking fee.
• Special offer items must be returned in clean working order and as sold with no further damage or missing parts to obtain a refund.  These have only a 30 day warranty from the date of purchase.