Overview
Our refund and return policy lasts 30 days. If it has been 30 days since your purchase, we cannot offer you a full 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.
Returned products will be donated to non-profit organizations such as GoodWill, Red Cross and American Kidney Fund.
Shared responsibility with Suppliers
We would like to inform you that, in some cases, Mederi KOI Shop collaborates with third-party providers such as carriers or print-on-demand providers. As our customer, we take product quality and shipping time in line with your expectations very seriously. If this is not the case, please let us know of any complaints or suggestions as we will take action with our suppliers to address the issue so it does not occur again. You are our client and we will do everything to help and guide you at all times. We ensure that the products, as well as the shipping, comply with all quality and safety controls.
Shipping time and shipping cost.
Shipping time may vary depending on location and other factors. We strive to provide accurate estimates, but please note that actual timing may depend on product availability and shipping service efficiency. In our experience, shipments usually arrive within 7 to 15 days. If it takes more than 15 days we will reward you with a gift or a special discount for you.
Shipping costs will be calculated during checkout and displayed before you confirm your order. Be sure to review these costs before completing your purchase.
Return by carrier
If the carrier fails to deliver the order to the stipulated address, the package will be sent back to us. This usually happens when you give the wrong address, without enough information for the carrier to find it. Another reason why the carrier could return a product is because it has not been claimed, the shipment will be returned. If this happens you have up to 28 days to re-enter the address correctly. Please contact us to resolve this situation and resend the product. There may be additional shipping costs, so please make sure you have the shipping address correct before uploading.
Items lost during shipping.
Your order will always include a tracking number, check it. You will have the tracking number in your control panel or in the email. If you see little or no changes in your tracking for a long time, it most likely was lost during shipping. Let us know within 30 days. When we receive your notice we will send another item, we will cover the shipping and manufacturing costs of the new product.
Note: If tracking indicates that the package was delivered, but you think you have not received it. We will assume the costs of the product, but not the shipping.
Orders outside the United States
If you have an international tracking number and it appears to be lost; Open the tracking link that was sent to you in the shipping confirmation email and copy the tracking number.
Once the order arrives in your country, both we and you can check its status with the same tracking number on the website of the local mail company that will be mentioned. You can also contact us to locate the shipment or communicate with the carriers.
Return of defective item.
Before shipping a product, it undergoes a rigorous quality control. However, if the product is defective or mislabeled, we will take 100% responsibility and offer a new product and completely free shipping.
What can I do if my item arrives damaged from Mederi KOI Shop?
These things happen one in ten times. However, it may be likely that in the shipping process anything is possible. In that case, contact us immediately. As soon as you write us your claim, attach some photographs of the damages and your delivery note. Once the Mederi KOI Shop team reviews the photographs, we will take care of the refund or send a new product. You must notify us within 30 days after the item is distributed.
Note: We are not responsible for returns due to a change of opinion or taste within a period of less than seven days after delivery. Our products are manufactured once you place the order, which means that the expense increases by having to make an exchange. However, we do take responsibility for errors coming from us, in size, color or other error and reward with a gift of apology.
Acceptance.
By purchasing any of the products, you acknowledge that you know each and every one of the terms of our returns and refunds policy. You are solely responsible for knowing these terms.
Need help?
Please contact us at Shop@MederiKOI.com if you have questions regarding refunds and returns.