Refunds and Returns

Koi Return, Refunds and Cancellations

All Koi Sales are Final.

Once a Koi has left the Demi Koi facilities, it may not under any circumstance be returned to Demi Koi for any reason. Demi Koi is not responsible for any return shipping expense incurred.

Should a Koi that you have purchased arrive at your home DOA (Dead on Arrival), you are entitled to a full refund for the cost of the Koi including inbound shipping fees, less applied discounts and special promotions.  This refund may only be honored provided the following conditions:

  • You have contacted Demi Koi within 24 hours of receipt of Koi.
  • You have provided Demi Koi a photo of the deceased Koi upon arrival while it is still in the bag.
  • The return policy is satisfied as set in the Shipping and Delivery Options page.

The refund will be provided in the form of store credit only. Demi Koi reserves the right to refuse a refund should any of these conditions not be met.

Demi Koi is not responsible for the condition of your Koi or any other Koi in your collection once you have received the Koi purchased.  Demi Koi guarantees the health and condition of the Koi only while it is in the Demi Koi Facilities and/or has not yet been released from the bag as packaged by employees, managers or owners of Demi Koi.  You are responsible for maintaining fish health and safety once the Koi has been delivered in full health.  In order to assist you with maintaining Koi health, we have provided a page outlining the Recommended Koi Keeping Practices.

If you have purchased a Koi from Demi Koi but have yet to take receipt of the Koi and would like to cancel this purchase, you are subject to a 50% restocking fee.  This is only applicable if the Koi has not left the Demi Koi Facility.  

 

Dry Goods Return, Refunds and Cancellations

Demi Koi accepts returns for all products sold by Demi Koi (with the strict exception of Koi) within 30 days of product receipt provided the product is unused, unopened and the packaging is still in good condition as judged by a Demi Koi employee, manager or owner.  To request a refund, you must contact us via e-mail or phone to receive an RMA ( Return Merchandise Authorization ) number prior to shipping back the product.  Demi Koi is not responsible for return shipping costs.  Products returned without an RMA number will not be honored.

Upon receipt of your return, Demi Koi will refund you the full purchase price, less shipping costs charged.  You will receive this refund in the form of original payment method.  Refunds are normally processed within 7 business days.

If you believe you have received a faulty or damaged product, or if we have shipped you and item different from what you have ordered, please contact us within 30 days of product receipt to be issued an RMA number.  You can ship it back for a replacement or refund.  We will only replace the exact item you have ordered.

You may only cancel an order if it has not yet been shipped.  If Demi Koi has received your order cancellation request before it has left the Demi Koi facility, we will refund you for the full amount in the original payment method.

 

How to Return an Item

These steps are only applicable to non-Koi items sold by Demi Koi.

  1. Contact Demi Koi through one of the following methods:
    1. Email: contact@demikoi.com
    2. Phone: 651.208.3302
    3. Contact Form on the demikoi.com website
  2. Request an RMA Number.  Your return is only valid if an RMA number has been issued by Demi Koi.
  3. Package and Ship the item to:
    Demi Koi
    Attn: Returns
    9171 Las Tunas Dr.,
    Temple City, CA 91780
    You must package the item in a manner that will prevent it from being damaged in shipping.  Demi Koi maintains the right to refuse returns if it is found to not be in good condition or to be how it was originally described as detailed in the RMA report.  You are responsible for paying return shipping.
  4. If the return has met all the criteria as outlined above, a refund will be issued to you in the original payment method within 7 business days.

Last Modified: August 18, 2018