A-1 Koi Refund & Return Policy
At A-1 Koi Ponds & Maintenance Company, the health of our koi and the quality of our products come first. Please review the policy below before completing your purchase.
Live Koi Fish (Final Sale)
Due to the delicate nature of live koi, all koi sales are final and cannot be returned.
• The customer must be present to receive and sign for live koi deliveries.
• No refunds will be issued for missed deliveries or unattended packages.
Dead on Arrival (DOA):
• In the rare event a koi arrives deceased, you must:
• Notify us within one (1) hour of delivery
• Email clear photos of the koi in the unopened bag to info@a1koiponds.com
• Once verified, we will provide a replacement koi of equal value.
(Shipping costs are not included unless otherwise stated.)
Failure to follow these steps voids DOA coverage.
Non-Returnable Items
For safety, bio-security, and quality control, the following items are not eligible for return:
• Chemicals
• Medications
• Water conditioners
• Pond liners
• Any opened or used consumable products
General Merchandise Returns
Eligible equipment and dry goods may be returned under the following conditions:
• Returns accepted within 14 days of delivery
• A 15% restocking fee applies
• Original shipping costs are non-refundable
• Sale items, discounted items, special orders, and custom orders are final sale
Returned items must:
• Be unused and in resellable condition
• Include all original packaging, manuals, parts, and accessories
• Be shipped inside an outer box to protect the original packaging
Return Authorization Required (RGA)
• A Return Goods Authorization (RGA) is required before any return is sent.
• Please contact us with your invoice number to request approval.
• All returns are inspected prior to acceptance.
Returns sent without authorization may be refused.
Return Shipping Responsibility
• Customers are responsible for return shipping costs.
• If an item is defective or an error was made by A-1 Koi, we will cover return freight.
• For orders with free shipping, the actual outbound freight cost will be deducted from the refund.
Need Help?
We’re here to help and want every A-1 Koi customer to feel confident purchasing from us.
Thank you for choosing A-1 Koi Ponds & Maintenance Company.