Return & Refund Policy

Last Updated: [2/14/2026]

At Koi Empire, we are committed to providing high-quality products and excellent customer service. Please read our return and refund terms carefully before making a purchase.

1. 7-Day Cooling-Off Period (Online Purchases)

In accordance with South African legislation, customers may cancel an online purchase within 7 days of receiving the goods.

Conditions:

  • Item must be unused.
  • Item must be in original packaging.
  • All seals, labels, and tags must remain intact.
  • Item must be returned in resalable condition.

Return shipping costs during the cooling-off period are for the customer’s account.

Refunds will only be processed once the returned goods have been received and inspected.

2. Defective or Incorrect Goods

If a product is defective, damaged, or does not match the description, you may return it within 7 days of delivery.

Customers may choose:

  • Repair
  • Replacement
  • Refund

If the return is due to a defect or incorrect item supplied by us, Koi Empire will cover the return shipping costs.

3. Change of Mind Returns

We accept returns within 7 days of delivery for non-defective items.

Conditions:

  • Item must be unused.
  • Original packaging must be intact.
  • Product must be in resalable condition.
  • Proof of purchase is required.

Return shipping costs are the responsibility of the customer.

We reserve the right to charge a reasonable restocking fee where applicable.

4. Non-Returnable Items

The following items cannot be returned unless defective:

  • Opened fish food
  • Opened water treatment products
  • Opened chemicals or supplements
  • Custom or special-order products

For hygiene and safety reasons, opened consumable products cannot be returned.

5. Refund Method

Refunds will be processed to the original payment method, unless otherwise agreed.

Please allow:

  • 3–7 business days for processing after inspection.
  • Additional time depending on your bank or payment provider.

Shipping fees are non-refundable unless the return is due to our error.

6. How to Initiate a Return

To request a return:

  1. Email us at: [koifarmsa@gmail.com]
  2. Provide your order number and reason for return.
  3. Wait for return approval before sending the item back.
  4. Securely package the item to prevent damage during transit.

We are not responsible for items damaged due to inadequate packaging during return shipping.

7. Damaged During Shipping

If your item arrives damaged:

  • Notify us within 48 hours of delivery
  • Provide clear photos of:
    • The product
    • The packaging
    • The courier label

Failure to report within 48 hours may affect your claim.

8. Shipping Costs

SituationWho Pays Return Shipping?
Cooling-off return (7-day ECT)  Customer
Change of mind  Customer
Defective / Incorrect product  Koi Empire