Refund policy

WakeyKoi & Aquatics – Returns, Refunds & Shipping Policy

1. General Policy

At WakeyKoi & Aquatics, we are committed to ensuring our customers receive healthy livestock and quality dry goods. Please read this policy carefully before placing your order. By purchasing from us, you agree to the terms set out below.

2. Returns – Dry Goods Only

2.1 Statutory Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations 2013, customers purchasing dry goods (e.g. equipment, food, accessories) online have the right to cancel their order within 14 calendar days of delivery for any reason. This does not apply to live fish or other perishable goods.

2.2 Condition of Returned Items

To be eligible for a return:

  • The item must be unused, in the same condition as received, and in its original packaging with all tags intact.

  • Proof of purchase (receipt or order confirmation) must be provided.

  • Items must be returned within 14 days of notifying us of cancellation.

2.3 Non-Returnable Dry Goods

We cannot accept returns on:

  • Custom or personalised products.

  • Perishable or consumable items (e.g. fish food once opened).

  • Hazardous materials, flammable liquids, or gases.

  • Sale items or gift cards.

2.4 Return Shipping Costs

  • Customers are responsible for paying return shipping costs for all change-of-mind returns.

  • If the return is due to a faulty, damaged, or misdescribed product, WakeyKoi & Aquatics will cover the cost of return shipping.

  • We recommend using a tracked service. WakeyKoi & Aquatics cannot be held responsible for items lost or damaged in return transit.

3. Returns & Refunds – Live Fish

3.1 No Returns Policy

For reasons of animal welfare and biosecurity, we do not accept returns of live fish under any circumstances. This includes cases where customers change their mind, are unable to house the fish, or are not present to receive delivery.

3.2 DOA (Dead on Arrival) Refund Policy

We offer refunds or replacements only in the case of Dead on Arrival (DOA) livestock, subject to strict conditions:

  • Proof must be provided on the same day of delivery.

  • The fish must remain inside its original, sealed, untampered bag.

  • Clear photographic evidence of the fish inside the unopened bag must be sent to wakeykoi@gmail.com immediately upon discovery.

  • Once reviewed, WakeyKoi & Aquatics will provide written confirmation via email if a refund or replacement is approved.

If approved, you will be offered either:

  • A refund to your original payment method, or

  • A replacement fish of the same or similar value (subject to availability, at our discretion).

⚠️ Important:

  • If the bag has been opened, tampered with, or proof is not supplied the same day, the DOA claim is invalid.

  • Customers must be present to accept delivery (see Section 4). Refunds will not be provided if delivery fails due to customer absence.

4. Shipping Policy for Live Fish

  • Shipping days: Live fish are shipped on Tuesdays, Wednesdays, and Thursdays only.

  • Delivery responsibility: You must ensure someone is available at the delivery address to receive the fish.

  • Failed delivery: If delivery fails because no one is present, no refunds or replacements will be issued.

  • Courier delays: WakeyKoi & Aquatics cannot be held responsible for courier delays. In the rare event of a delay that results in DOA, our DOA Refund Policy (Section 3.2) applies.

  • Customer preparation: Customers are responsible for having a suitable aquarium or pond ready, with correct water parameters, before ordering fish.

5. Refunds Process

  • Once your return (for dry goods) or DOA claim (for fish) is received and inspected, we will notify you by email of approval or rejection.

  • Approved refunds will be processed within 10 business days and returned to your original payment method.

  • Please allow time for your bank or card provider to complete the transaction.

  • If more than 15 business days have passed since approval and you have not received your refund, please contact us at wakeykoi@gmail.com.

6. Contact Information

For all return, refund, or shipping queries, please email us at:
📧 wakeykoi@gmail.com
📍 WakeyKoi & Aquatics Ltd, Sandiacre Garden Centre & Farm Shop, Himley Lane, DY3 4LN