Returns & Exchanges

Return Policy
At koi, we want you to be 100% happy with your purchase from us. If you’re not completely satisfied with your koi purchase, your authorized koi retailer will gladly exchange it or refund the original purchase price. Return requests will be accepted within 30 days of purchase for items that have not been used, altered, or washed. Item must be returned with original tags and packaging intact. Please note: Shipping and handling charges are non-refundable.

Who to Contact for Returns
Most orders placed on are filled and shipped by independent koi retailers.

Returns should be processed directly through the retailer responsible for shipping your order.

The store name and contact information for the retailer shipping your order is provided on the packing slip included with your order and on the email confirmation you receive when the order is shipped.

In instances when your order was filled and shipped by koi, you should contact koi directly for returns and exchanges. Again, the contact information is provided on the order packing slip and on the email confirmation you receive when the order is shipped.

Receiving a Return Authorization (RA)
Before returning an item, log into account at Look for the returns tab and follow the instructions provided.

Please include your order number, item(s) you wish to return and the reason for your return.

If you wish to exchange the item, please include the style number, color, and size (if applicable) of the item(s) you would like in exchange.

Please allow 48 hours (2 business days) for your request to be processed and for a Return Authorization to be issued. Please note that returns sent back without a Return Authorization will not be accepted.

Refund Process
Upon receipt of your returned item(s), a refund will be credited back to your original method of payment, and will post approximately two days after the date of processing. It may take up to two billing cycles for the credit to appear on your monthly credit card statement . Most returns will process in approximately two to three weeks, depending on your method of return.