Returns
Dry Goods
You can return or exchange any goods bought from Complete Koi & Aquatics within 28 days from receiving them.
If your goods were delivered, on arrival do not sign and accept delivery if there is any indication of damage caused to the goods.
When choosing products at Complete Koi & Aquatics, please take your time or seek advice from our helpful staff. The return of any unwanted products will be at the customers expense. In order to return goods, they must be in an unused, undamaged, re-sellable condition. You must also present the relevant paperwork when returning goods to help us identify you as the buyer.
Any non-faulty/undamaged goods which arrive in an unsellable condition will NOT be eligible for a refund, exchange or credit. Until we receive the goods, you are responsible for the condition and any damage which occurs to the goods. You should obtain a proof of postage for the goods so that in the event of the goods becoming lost you have a evidence of returning it. Once we have received the goods, we will refund the purchase price (less any original carriage charges) immediately, or in any case within 30 days.
Damaged/Faulty Goods
Damaged/faulty goods are eligible for replacement subject to individual warranties. Goods must be returned to Complete Koi & Aquatics within 14 days of reporting the issue.
We require all returns to be sent with relevant documentation to enable us to identify the buyer and cross check the faulty equipment.
Once received Complete Koi & aquatics will conduct a full assessment of the faulty goods, and on confirming they are damaged OR faulty we will repair or replace them at our discretion. Due to the large range of goods we supply, it may be necessary to send the goods back to the manufacturer for an expert assessment on the alleged damage/faulty.
If the manufacturer tests the goods and deems them NOT faulty or damaged, they will be returned to the customer at an additional cost to cover postage and packaging. Some high-end products may not be replaced if found faulty/damaged but repaired, this is done at the manufacturer’s absolute discretion.
Complete Koi & Aquatics accepts no liability for consequential loss resulting from damaged or faulty items, dispatch delays, or courier delays.
Palletised Deliveries (Large / Fragile Items – e.g. Aquariums)
Palletised deliveries must be inspected carefully upon arrival. If any visible damage is present, you must refuse delivery or clearly note the damage on the delivery paperwork and take photographs before accepting. Notify Complete Koi & Aquatics immediately if a palletised delivery arrives damaged so we can liaise with the courier and begin the claims process.
By signing for a palletised delivery without noting damage, you are confirming that the item has arrived in good condition. Once accepted, any return will be at the customer's cost, and the item must be returned in its original packaging, unused, and undamaged. Failure to retain original packaging may invalidate any claim for transit damage.
Fish/Aquatic Plants
At Complete Koi & Aquatics, the health and welfare of your fish are our top priority. If your fish appears unwell or, unfortunately, passes away, please contact the store directly. Our staff will help identify the cause and advise on appropriate treatment.
To assist in our assessment:
- Recover the body of the fish and place in aquarium/pond water in an airtight container OR bag – DO NOT FREEZE.
- Take a separate sample of aquarium/pond water
- Bring the fish and water sample to Complete Koi & Aquatics for detailed analysis, at your first convenience.
We do not accept returns of any fish. If you feel your concerns have not been handled appropriately, please ask to speak with management.
