Returns & Damaged Deliveries

Returns

We’re sure you will like it, but if not, you can request a return for a purchased item within three days of delivery for a refund unless the item has been installed or the packaging or product has been damaged.

Installing the item or damaging the product or its packaging renders the item unfit for resale and as such can not be returned.

To reiterate this point. If the item has damaged packaging or no packaging. The Item is covered in mud or cement. The item has been marked or scratched or the item is broken. If the item cannot be resold as new to another customer it can not and will not be accepted as a return and a refunded granted under any circumstance.

You the customer accept that by installing or damaging the product or its packaging the item can not be returned.

Bespoke items and made to order items are non-returnable for a refund under any circumstances.

Please understand we are a fair, sensible company but we have seen it all before when it comes to customers braking items and then trying to send them back to us for a refund. If the item has been broken by you we are sorry to hear that but its your loss and the cost of the broken item is yours to bare.

We charge a 20% restocking fee which we feel is fair. The delivery postage and the return postage are your responsibility.

Once a return has been agreed with Utopia Koi we will send full return instructions to you to make the process as easy as possible.

All returns need to be sent by recorded delivery and insured to the full value of the items being returned. This is your responsibility and Utopia Koi is not responsible for loss or damage to the goods during transit. A receipt signature from Utopia Koi is required without exception to validate your return delivery.

To begin a return simply fill out the return form with an explanation of why you wish to return the product and await our response which will take no longer than 48 hrs.

Refunds will be issued by Utopia Koi once the returned item has been received and checked back into stock.

Fish sales are non-refundable although every effort is made to ensure the Japanese Koi carp we offer for sale are shown in their true likeness with the aid of high definition video and photography. Alternatively our customers are welcome to arrange an appointment with us and view the fish in person prior to purchase.

Please read our terms and conditions for more information on returns & refunds.

Damaged Deliveries

Every effort is made when packaging your purchases for delivery to ensure they arrive undamaged but unfortunately sometimes accidents happen with courier companies.

Please ensure that all deliveries are checked on arrival and any damage noted on the delivery note with the courier driver. If this isn’t possible please sign the delivery note “unchecked”. Failure to do this will result in an issue gaining a replacement item because the currier will claim that they have not damaged the item. This is very important. Utopia Koi will not be held responsible for items received and not marked damaged or unchecked later reported as damaged because with the best will in the world there is no way of proving the currier is at fault and the currier will claim that you the customer has had an accident and damaged the item. We understand that not all customers would attempt such a thing which essentially amounts to theft but unfortunately some customers have tried exactly this in the past.

All damaged deliveries must be reported immediately to Utopia Koi and no later than 24 hours from the delivery date or unfortunately product damage claims can not be accepted.

To report a damaged item simply fill out the damaged deliveries form with a brief explanation of the damage. Please attach at least two photographs or a short video clearly showing the damage and await our response which will take no longer than 48 hrs.