Refund policy

Greenwood Koi & Aquatics – Refund & Chargeback Policy

Refunds

We aim to provide healthy livestock and quality products. If you are unhappy with your purchase, please contact us as soon as possible so we can work towards a resolution.

Dry Goods & Equipment

  • Unused items may be returned within 14 days of purchase.
  • Items must be returned in their original packaging and in a resalable condition.
  • Return postage costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.
  • Refunds will be processed once the item has been received and inspected.

Live Koi & Livestock

  • Due to the nature of live animals, all sales of koi and livestock are final.
  • No refunds or exchanges will be given once fish have been collected, delivered, or accepted by the customer unless agreed otherwise in writing.
  • Customers are responsible for ensuring their pond and water conditions are suitable before introducing any livestock.

Deposits

  • Deposits paid to reserve koi, livestock, or special-order items are non-refundable.
  • Reserved fish must be collected within the agreed timeframe unless alternative arrangements have been made.

Damaged or Faulty Goods

  • Any damaged or faulty items must be reported within 48 hours of receipt.
  • Photographic evidence may be required before a replacement or refund can be issued.

Chargebacks

Before initiating a chargeback through your bank, card provider, or payment service, customers must contact Greenwood Koi & Aquatics directly to allow us the opportunity to resolve the issue.

We reserve the right to dispute any chargeback where:

  • Goods or livestock have been received by the customer.
  • Collection or delivery has been completed.
  • Evidence of delivery, collection, tracking information, photographs, messages, or signed documentation can be provided.
  • The customer has failed to follow our refund procedure.

Fraudulent or unjustified chargebacks may be pursued through the relevant payment provider and, where necessary, through debt recovery or legal action.

Contact Us

For any questions regarding refunds, returns, or payment disputes, please contact Greenwood Koi & Aquatics directly via telephone, email, Facebook Messenger, WhatsApp, or through our website before raising a dispute with your payment provider.