If a product purchased from us arrives to you damaged in any way, please contact us within two (2) business days after product arrival to report damage. If warranty support is required, we will contact the respective manufacturer on your behalf to request a warranty claim / RMA#. Customer will be responsible for all shipping costs.
All Product returns must be approved. We will not accept product returns without prior authorization. For an RMA number call Customer Service at (516) 809 6771 or email firstname.lastname@example.org. All Returns require this authorization number. Please note that an RMA# does not guarantee a refund. All returns are subject to inspection by the manufacturer. Any merchandise returned to us unauthorized will be refused.
Orders received by customers residing outside the contiguous US will be subject to additional shipping and handling cost. This additional cost will be calculated after checkout and customer notified via email within two business days.
All returned items, except for warranty claims, are subject to a 15% restocking fee. No returns on specialty (non-stock) items, except in cases of damaged merchandise.
Please inspect your order when it arrives for damage and verify your order is complete. We do not offer free exchanges or returns for damaged or incorrect merchandise received if reported to us more than five (5) business days after original delivery date.
For items originally purchased with free shipping, if your returning your order for a refund, our cost for shipping the product to you will be deducted from the refund. The buyer is also responsible for any applicable shipping costs for exchanges regardless of when the exchange is actually requested.
All exchanged/returned merchandise must be in original factory condition, including all packaging materials, manuals, warranty cards (not filled-out) and all accessories. Please do not tape or write anything on the item or the package! We reserve the right to charge you for replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such returns. If a returned item has been opened, appears used, and/or damaged in any way a refund / credit will not be issued.
The following items are not returnable but under certain circumstances can be exchanged if damaged during shipping; special/custom orders, pond liner, liner underlay, tubing, books, liquids, medications and water treatments, fish food, plant food, Aqua Bella Copper and Ceramic Fountains and perishable items! If an item is damaged during shipping, a claim to the shipping company must be immediately submitted as well as a claim to Koi Market so it can be forwarded to the manufacturer/distributor of origin.
Any used Koi Cash Credits will be deducted from your return.
By purchasing products from us, you are agreeing to the terms and conditions outlined above. If you have any questions or concerns regarding our sales policy, please contact us before purchase.
Pack the products into a shipping box with plenty of packing material, and tape securely. Write the RMA# issued by Customer Service clearly on the outside of the shipping box.
Please ship your parcel back to the manufacturer freight prepaid via UPS or Fedex Ground Service “Insured”. Sorry, manufacturers cannot accept COD or freight-collect shipments as well as shipments via US Postal Service.
Koi Market is not responsible for shipping cost(s) incurred on any products(s), no matter the reason for the return. All return Shipping costs are the responsibility of the customer in the event of a return.
All custom manufactured or custom assembled equipment orders, canceled after 5 days, including but not limited to Advantage Bead and Glass FIlters, Aqualogic Heaters, ThermaKoi Heaters, Aquabead Systems, Aquabead Filters, Alpha 1 Plus systems, Alpha 1 Filters, Aquadyne Filters, Bubble Bead Filters, ZAPP Pure Sterilizers, Emperor Aquatic Hydrapak, Emperor Aquatics HydraScape, W.Lim 4-Pack Wave Systems, W.Lim BioWave and the like, will be subject to a 10% cancellation and processing fee.
Filters, pumps, UV’s and all other drop-shipped items must be returned to the distributor/manufacturer they came from and must have prior return approval by Koi Market Connection Inc. Returns and return requests must be made within 30 days of purchase.
All warranty returns must have a Returned Material Authorization number. Please call to receive an RMA number. Warranty returns must include a copy of the original sales receipt, along with an explanation of the product failure. All warranty returns must be via pre-paid freight.
Each non-perishable product comes complete with a warranty from the manufacturer. The manufacturers’ warranty covers repair or replacement of defective parts, subject to the conditions set forth. All warranties are held by the manufacturers and not by Koi Market LLC. If you have any questions regarding warranties, please either call (516 809 6771) or email@example.com. If during the warranty period your product requires service, please contact the manufacturer as per the warranty instructions. If you have misplaced your sales receipt, simply email customer service and we will fax a copy of your receipt to the manufacturer on your behalf.