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For the safety of our extensive koi fish stock no returns are allowed on any live animals.   Any death-loss claim for fish must be made within 3 hours of receipt, including a photo of fish with tail removed. Upon receipt of photo, arrangements will be made to ship a replacement fish of similar value, size and variety. Please understand that no two koi fish are identical. Every effort will be made to find an acceptable replacement. You agree not to initiate any form of chargeback for the purchase made from this website.  

Live delivery on receipt is our guarantee for fish purchases. Guarantee does not extend to purchaser's pond, lakes, or bodies of water which are beyond our control. 

For all other items, excluding live fish, we have a 15 day money back return policy. Items must be in new and original packaging for a full refund and include original sales receipt. Shipping charges for returns will be the responsibility of the customer, unless an error was made by Kloubec Koi Farm staff.  Refunds will be processed within 2 days of receipt of merchandise and following inspection of return items.