We want you to purchase with confidence. Please read our policy carefully before making your purchase.

Live Koi

Due to strict biosecurity measures, all live koi sales are final.

Once a koi has left our premises, Ryan’s Japanese Koi cannot accept responsibility for the fish and it cannot be returned.

In the unlikely event that a koi you have purchased passes away while still in our care prior to collection or arranged shipment, we will issue a full refund or offer you an alternative koi fish with your agreement.

Gift Cards & Sale Items

Unfortunately, we cannot accept returns or offer refunds on:

Gift cards

Sale or discounted items

Dry Goods (Pond Equipment, Food & Accessories)

We offer a 14-day return policy on dry goods not including Koi food. This means you have 14 days from the date of receiving your item to request a return.

To be eligible for a return:

• The item must be unused and in the same condition as received
• Original packaging and tags must be intact
• Proof of purchase or receipt must be provided
• For online orders, please include your order number
• Items returned without first requesting approval will not be accepted.
• To start a return, please contact us by telephone or email (contact details available on our website). The customer is responsible for any shipping costs incurred during the returns process.
• Returns should be sent to our business address, which will be provided once your return request has been approved.
• Damages & Issues
• Please inspect your order immediately upon receipt.

If your item is defective, damaged, or you have received the wrong product, contact us as soon as possible. Please provide as much detail as possible, including photographic and/or video evidence where applicable, so we can assess the issue quickly and resolve it efficiently.

Refunds

Once we receive and inspect your returned item, we will notify you to confirm whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us and we will be happy to assist.