Return Policy
Our return policy lasts 30 days (includes weekend and holidays). If 30 days have gone by since your purchase date, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase, and photo for the item.
Please do not send your purchase back to the manufacturer.
To initiate a return request, you can contact us at info@goldenkoi.com.au. If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages
Please inspect your order upon receipt and contact us immediately if there is any damage or incorrect item. We do not responsible for any damage during transit by our shipping partner but we will try our best to help.
For high value item, kindly let us know if you would like to purchase additional coverage (insurance), maximum coverage by our shipping partner is limited to $100 only and we are not able to refund the balance if there is any damage/item lost during transit.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. Kindly allow a week for the refund to be processed into your account.
You will be responsible for paying for your own shipping costs for returning your item (must send with tracking at least). Shipping costs in original purchase are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
When you are shipping the return, please use trackable shipping service or purchasing shipping insurance for valuable item. We don’t guarantee that we will receive your returned item.
Any concern, please get in touch with us and we are more than happy to help. Thanks
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase, and photo for the item.
Please do not send your purchase back to the manufacturer.
To initiate a return request, you can contact us at info@goldenkoi.com.au. If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages
Please inspect your order upon receipt and contact us immediately if there is any damage or incorrect item. We do not responsible for any damage during transit by our shipping partner but we will try our best to help.
For high value item, kindly let us know if you would like to purchase additional coverage (insurance), maximum coverage by our shipping partner is limited to $100 only and we are not able to refund the balance if there is any damage/item lost during transit.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. Kindly allow a week for the refund to be processed into your account.
You will be responsible for paying for your own shipping costs for returning your item (must send with tracking at least). Shipping costs in original purchase are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
When you are shipping the return, please use trackable shipping service or purchasing shipping insurance for valuable item. We don’t guarantee that we will receive your returned item.
Any concern, please get in touch with us and we are more than happy to help. Thanks