Returns and Refunds Policy

Last updated: 02/10/2026

At MS Koi, we want you to feel confident when ordering pond equipment, fittings, food and maintenance products. This policy explains how to cancel an order, return eligible goods and request help with a faulty or damaged item.

This policy does not affect your statutory rights.

Contact Us About a Return

Before returning an item, please contact us with your order number and a brief description of the issue.

Email: info@mskoi.co.uk
Telephone: 07931393251
Returns address: 5 lothian wood, tadworth surrey KT20 5DQ

Please do not send products back until we have provided return instructions.

Your Right to Cancel

If you buy goods online, you usually have the right to cancel your order within 14 days of receiving it without giving a reason.

To cancel an order, email us at info@mskoi.co.uk and include:

• Your name
• Your order number
• The item or items you want to cancel
• A clear statement that you wish to cancel your order

You may use the cancellation form at the end of this policy but you do not have to.

If you cancel after receiving your order, you must return the goods within 14 days of telling us that you wish to cancel.

Returning Unwanted Items

To qualify for a refund, returned goods must be handled only as necessary to check their nature, characteristics and function.

Please return items:

• Complete with all original parts, instructions and accessories
• In their original packaging where reasonably possible
• Undamaged and unused beyond what is necessary to inspect them
• Securely packaged to prevent damage in transit

You are responsible for taking reasonable care of goods while they are in your possession.

We may make a deduction from your refund if an item has reduced in value because it has been handled more than necessary.

Return Postage Costs

Unless an item is faulty, damaged or sent in error, you are responsible for the cost of returning it to us.

We recommend using a tracked and insured service for higher-value items. You remain responsible for the item until it reaches our returns address.

Items That Cannot Be Returned

Some goods may be excluded from the usual cancellation right where a legal exception applies.

This may include:

• Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed
• Perishable goods or goods that may deteriorate quickly
• Goods mixed inseparably with other items after delivery
• Made-to-order or personalised goods
• Items that have been used, installed or altered beyond the inspection needed to assess them

For pond food, treatments, water conditioners, sealants, chemicals and similar products, please contact us before opening the item if you are unsure whether it can be returned.

Nothing in this section affects your rights if goods are faulty, not as described or unfit for purpose.

Faulty, Damaged or Incorrect Items

Please check your order as soon as possible after delivery.

If an item arrives damaged, faulty or incorrect, contact us promptly at info@mskoi.co.uk. Please include:

• Your order number
• A description of the issue
• Clear photographs where relevant
• Details of any visible delivery damage

We will review the issue and provide the next steps. Where goods are confirmed as faulty, damaged or incorrectly supplied, we will arrange an appropriate resolution in line with your statutory rights.

Do not install, use or modify an item that appears damaged or incorrect unless we ask you to do so for inspection purposes.

Refunds

Once we receive the returned item or evidence that it has been sent back, we will process any eligible refund as soon as possible.

Where you cancel an eligible order, we will refund the standard delivery cost paid at checkout. If you selected a delivery option that costs more than our standard delivery service, we only refund the standard delivery cost.

Refunds are normally made using the original payment method unless we agree otherwise.

We may wait until we receive the returned goods or evidence that they have been sent back before issuing a refund.

Exchanges

We do not offer direct exchanges through the returns process. If you need a different product, size or fitting, please return the eligible item for a refund and place a new order.

If you need help checking compatibility before ordering, contact MS Koi with your existing pipe size, pump flow and filter setup.