Thank you for shopping with Atarashi Koi! We are committed to providing you with the best quality fish food for your aquatic pets. Please review our return and refund policy below to understand the terms under which we handle returns and refunds.
Return and Refund Policy
At Atarashi Koi, we strive to provide high-quality koi fish products. However, if you receive an incorrect item, a damaged or expired product, or an item that has gone bad, we are happy to assist you with a return and refund.
Conditions for Return
To be eligible for a return:
• If the item is incorrect, damaged, expired, or spoiled.
• Contact us at +60 17 300 9833 to request a return and refund.
• The item must be returned within 14 days from the date of delivery.
How to Return a Product
To return a product, please follow these steps:
- Contact Us: Reach out to our customer support team at +60 17 300 9833 with your order details and a photo of the product.
- Return Approval: Upon confirmation from our support team, you may proceed with the return shipment.
- Return Shipping: We will cover the return shipping costs.
- Receive Refund: A full refund will be issued only after we receive the returned product and verify the issue. However, the refund does not include the original shipping fees paid by the customer when receiving the product.
Customers are welcome to place a new order if they still wish to purchase the product.
Exclusions
Please note that we are unable to accept returns or issue refunds for:
- Products that have been used or intentionally damaged.
- Products that are returned after the 14-day return window has passed.
Contact Us
If you have any questions or concerns about our return and refund policy, please do not hesitate to contact us at:
Phone: +60 17 300 9833