Return Policy

We want you to be completely satisfied with your purchase, and we aim to make our return process as clear and straightforward as possible. Please review the following policies carefully.

Live Fish Purchases

• Returns: Live fish cannot be returned after delivery.
• 14-Day Live Arrival & Health Guarantee: Your fish is covered by our 14-Day Live Arrival & Health Guarantee. If a fish arrives dead, or is lost to shipping stress or a health problem within 14 days of delivery, you choose a replacement, store credit, or a refund of the fish's price.
• Claim deadlines: Report a fish that arrives dead within 2 hours of the recorded delivery time, with a photo and your order number, so please be home for delivery. Report later losses within 14 days of delivery, with photos, a short video, your order details, and water readings. Email champkoi@champkoi.com.
• Not covered: Improper acclimation, poor water quality, injury, predation, fish jumping out, negligence, and treatments applied without our guidance.

Non-Returnable Items

• Final Sale: Chemicals, medications, water conditioners, and pond liners are not returnable due to safety and handling regulations.

Eligible Returns

• Return Period: You may return eligible items within 14 days of purchase.
• Restocking Fee: A 15% restocking fee applies to all returns. This fee may be waived for defective items or errors on our part.
• Shipping Costs: Customers are responsible for all shipping costs related to returns, including both the original and return shipping. Return labels must be obtained and paid for by the customer, unless the return is due to a defective item or shipping error on our part. For orders shipped with free freight, the actual outbound shipping cost will be deducted from your refund.

Return Conditions

• Condition: Items must be unused, in resellable condition, and returned in their original, undamaged packaging with all manuals, accessories, and parts.
• Packaging: To protect the original factory box, please place it inside a separate shipping carton.
• Return Authorization: Contact us for a Return Goods Authorization (RGA) number before sending anything back. Have your invoice number ready.
• Damage Claims (Non-Live Items): Report any damage to non-fish items within 48 hours of delivery with clear photos.
• Inspection & Final Approval: All returned items will be inspected upon receipt. Please allow 3–5 business days for processing. Final acceptance is subject to our inspection.

Policy Updates & Discretion

ChampKoi reserves the right to update or modify this return policy at any time. All returns are subject to review and final approval.

Need Help?

If you have any questions or need assistance, please don’t hesitate to contact us. We’re here to help ensure your experience is as smooth as possible!