RETURN POLICY and PROCEDURES
Returns will only be accepted if identified with a legitimate Return Authorization (RA) number prior to returning product. To receive an RA number, customers must call a KOI Smart Pond Supply or email a Customer Service representative to explain the nature of the return. Please have your invoice number available.
The RA number should appear clearly on the outside of each package returned and the item should be packed in the original skipping box or with plenty of packing material, and be taped securely
Merchandise returned to us unauthorized will be refused.
NOTE that an RA# does not guarantee a refund. All returns are subject to inspection by Koi Smart LLC.
You may exchange or return product for a refund (excluding shipping and handling charges) within 30 days of receiving the item.
All exchanged/returned merchandise must be in new, unused, untested condition. Items tested in any manner are not returnable. All warranty books, instructions manuals, parts and accessories must be included as well as the original box in which the item was shipped must be returned in order to be considered New.
To protect the original factory carton from any additional shipping damage, please place it inside another carton for return shipping.
Please do not tape or write on the item or the product package. Koi Smart LLC. reserves the right to charge you for any replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such returns.
If you are returning an item in which we paid the shipping/handling charge (Free Shipping) You are responsible for the outbound shipping charge that we, as the shipper, incurred to have your order delivered. This amount will be deducted from your refund.
Credit will be issued once the merchandise is received, we have inspected it and the return is authorized. The customer is responsible for freight costs incurred for the return to KOI Smart LLC.
Please ship all returns to us freight prepaid via UPS or Fed Ex Ground Service “Insured”. Koi Smart LLC. does not accept COD or freight-collect shipments or any shipments via US Postal Service.
Koi Smart LLC. is not responsible for any shipping costs incurred on any products, regardless of the reason of the Return.
The following items are not returnable; special order items, pond liner, liner underlayment , tubing, medications, aquatic plants, liquids, fish food and plant food.