Returns & Exchanges

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.

Returns will be accepted within 30 days of purchase for a refund or exchange. Items to be returned must not be worn, altered, or washed and must be returned with original tags and packaging intact. Please note that shipping and handling charges are non-refundable.

Return Process

Customers with a koi account
Log in to your koi account. The login is located on the upper righthand corner of any web page. This will take you to your order details page where you can submit your return request online.

Customers who purchased via Guest Checkout
Please click on the “Return Request” button on the email receipt you received after placing your original order. Please fill out the requested information and submit your request.


Please allow 1-2 business days for your return request to be processed. You will receive a return confirmation email with the return address and a return authorization slip to print out and include with your return.

Consumers are responsible for the cost of shipping back returns or exchanges. However, return shipping will be credited for wrong or defective items that were included in your original order.

Please be sure to send your return package to the address provided in your return confirmation email. Please note that returns sent back without a return authorization cannot be processed and will not be accepted.

If you need assistance with the return process, please contact koi customer service at 800-828-4526 or via email at

Refund Process
Upon receipt of your returned item(s), a refund will be credited back to your original method of payment and will be posted approximately one to seven 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.


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