Shipping/Returns » Return Policy
Return Policy For Okanagan Koi
All returns must be pre-approved BEFORE shipping them back to us. We will issue you a return authorization code, please write that code on the packages (s) being returned. Return freight pre-paid.
- You have 10 days from the date you received the goods to request the RA# for return.
- All items being returned must be in an unopened package, unused, clean and in saleable condition. They must be returned to us freight pre-paid.
- Anything not returned in the above condition may be denied return unless we have given authorization to the contrary. There may be 25% restocking fee for opened items.
- A full refund of the purchase price (less shipping) OR exchange (whichever you prefer) will be issued upon our receiving the goods in good order. Sale item's are only returnable for store credit. Custom cut liner, hose, fish, plants etc, are NOT returnable.
- Fish and plants are non-returnable and non-refundable. Fish have a 24 hour live arrival guarantee (see fish guarantee page)
- We may substitute what you ordered for something similar. Always at least equal value, usually higher, but at no extra cost to you. We never know when an item get's discontinued from a MFG, but we try our best to supply you with the latest item, closest to what you requested. If you do not want substitutions, please note that on your order.
- Prices can and will vary from our web site, to in-store. Due to our volotile dollar, pices are rapidly changing from our suppliers. We are doing our best to get you the best value for your dollar. With thousands of item's for sale, it's not always possible to be up to date on our web site. Please call to confirm pricing. Equally, you can follow our Facebook page for last minute deals.
WARRANTY RETURN POLICY
All manufacturer warranty issues are handled here, in house. If you have a problem with any of our products we will handle the warranty issues here for you. We do need to pre-authorize your warranty return, so please contact us first for a return authorization number (RWA#)
- Call or email us first if you have any problems, we may be able to help you over the phone.
- If we need you to return an item for warranty, return all the parts that came with the item, preferably in the original box. Freight pre-paid.
- We will send you a new replacement product (same as purchased) or issue a full refund (less shipping) if nothing is available in a timely fashion.