Refund Policy

At AuctionKoi, we take great care in ensuring the health and quality of every koi before it leaves our facility. Due to the live nature of our product, we maintain a strict no refund policy once a koi has been shipped.

Refunds are only issued if a koi passes away while still in our care, prior to shipping. In such a case, the customer will be granted the option of a full refund, store credit, or an equivalent koi, at the customer’s discretion.

Once a koi is in transit, it is no longer under our responsibility, and we cannot be held liable for any loss, delays, or unforeseen accidents during shipping. While we package each shipment with care and experience, shipping live animals always carries some risk.

In rare cases where issues arise during transit, we may offer store credit as a gesture of goodwill. This credit:

• Can be used at AuctionKoi, SelectKoi, and SelectPonds

• Cannot be applied toward shipping costs

• Is valid for koi and related products only

We are committed to supporting our customers and will work with you to find the best resolution within the boundaries of this policy. If you have concerns about a shipment, please notify us within 24 hours of delivery with clear photos and details.

Thank you for your understanding and continued support.