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.

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

Bespoke items made to order are non-returnable.

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 many result in an issue gaining a replacement item.

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.