Refund Policy

This Refund Policy explains how refunds, returns, exchanges, replacements, and cancellations are handled by Code & Koi in relation to purchases made through https://www.codeandkoi.co.uk.

This Policy should be read together with our Terms of Service and Shipping Policy. By placing an order with Code & Koi, you agree to the terms set out below.

1. General position

We want customers to be satisfied with their purchases. However, because some of our products include aquatic plants, botanical products, food, and other perishable or condition-sensitive items, not every product can be returned simply because a customer changes their mind.

This Policy explains when a refund may be available, when a return may be refused, and what steps customers must follow before sending any item back to us.

Nothing in this Refund Policy limits or excludes any statutory rights that customers may have under applicable UK consumer protection law.

2. Contact details

If you have any questions about this Refund Policy or wish to request a return, refund, replacement, or exchange, please contact us first using the details below:

Code & Koi

Email: customer@codeandkoi.co.uk

Website: https://www.codeandkoi.co.uk

Contact form: https://www.codeandkoi.co.uk/contact

Return address: Code & Koi, 6 Cleave Crescent, Woodford, Bude EX23 9JH. United Kingdom

3. Refund eligibility

Refunds may be available where an item is:

defective upon arrival;
damaged upon arrival;
not as described;
not fit for its intended purpose; or
otherwise eligible for return under applicable consumer protection law.

For perishable items, including aquatic plants and food, refunds are generally only available where the item is faulty, damaged upon arrival, not as described, or otherwise protected by law.

4. Change-of-mind returns

For non-perishable goods that are eligible for return, customers may request a cancellation or return within 14 days of receiving their order, unless a legal exception applies.

Returned items must be sent back within 14 days after the customer has notified us that they wish to cancel or return the order.

Items must be returned in a clean, unused, undamaged, and resaleable condition, with any original packaging, labels, accessories, and proof of purchase where applicable.

Change-of-mind returns are not available for products that are excluded under this Policy or under applicable law.

5. Faulty goods and statutory remedies

If goods are faulty, damaged, not as described, or not fit for purpose, customers may have statutory rights to a refund, repair, replacement, price reduction, or other remedy depending on the circumstances and timing of the claim.

Customers should contact us as soon as possible if they believe an item is faulty, damaged, or not as described. We may need reasonable evidence to assess the issue, especially for aquatic plants, food, and other perishable items.

6. Perishable and non-returnable items

Due to the nature of the products sold by Code & Koi, the following items cannot normally be returned simply because the customer has changed their mind:

aquatic plants;
live or perishable botanical products;
food products;
products that may deteriorate rapidly after dispatch or delivery;
opened, used, damaged, or altered products;
products that have been handled, stored, planted, treated, or maintained incorrectly after delivery;
products that cannot be resold for hygiene, safety, biosecurity, or product-integrity reasons; and
any other item identified as non-returnable on the relevant product page.

This does not affect your right to request a refund, replacement, or other appropriate remedy where an item is faulty, damaged upon arrival, not as described, or otherwise protected by law.

7. Aquatic plants and botanical products

Aquatic plants and botanical products are natural items. Their size, colour, shape, density, growth pattern, and general appearance may vary from the photos or descriptions shown on our website.

Minor natural variation does not automatically mean that a product is defective.

Customers are responsible for checking product descriptions, care instructions, disclaimers, and suitability information before placing an order. Customers are also responsible for ensuring that aquatic plants and botanical products are handled, stored, planted, and maintained appropriately after delivery.

We are not responsible for deterioration caused by:

failure to follow care instructions;
poor water conditions;
unsuitable aquarium, pond, or terrarium conditions;
delays caused by the customer being unavailable to receive the parcel;
incorrect delivery information provided by the customer;
exposure to unsuitable temperatures after delivery;
improper storage, handling, acclimatisation, or planting; or
any event occurring after the product has been delivered in acceptable condition.

8. Damaged or defective items on arrival

If an item arrives damaged, defective, or in poor condition, customers should contact us as soon as possible at customer@codeandkoi.co.uk.

To help us assess the issue, customers may be asked to provide:

the order number;
proof of purchase;
clear photos of the item;
clear photos of the packaging;
a description of the issue; and
any other information reasonably needed to assess the claim.

For aquatic plants, food, or other perishable items, customers should inspect the order promptly after delivery and contact us without delay if there is a problem. Prompt reporting helps us assess product condition, packaging evidence, and courier issues, but nothing in this Policy removes statutory rights that apply under consumer protection law.

We may offer a refund, replacement, partial refund, store credit, or other appropriate solution depending on the circumstances, product type, condition of the item, and applicable law.

9. Return authorisation required

Customers must contact us before returning any item.

Returns sent without prior authorisation may be refused, delayed, or returned to the customer. This is especially important for aquatic plants, food, and other perishable or condition-sensitive products.

Once a return request has been reviewed and accepted, we will provide instructions for returning the item where a physical return is required.

10. Return requirements

Where a return is approved, the customer must include:

the returned item;
proof of purchase, such as the receipt or order confirmation; and
any return authorisation details or instructions provided by us.

Items should be packaged securely and returned using a suitable tracked delivery service. Customers are responsible for ensuring that returned items are adequately protected during return shipping.

11. Return shipping costs

For eligible change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise in writing.

Where an item is faulty, damaged upon arrival, or not as described, Code & Koi may provide a prepaid return label or reimburse reasonable return shipping costs where a return is required.

If a prepaid shipping label is provided, customers must use that label and follow the return instructions supplied by us.

Original shipping fees may be refunded where required by applicable law. If a customer selected a more expensive delivery method than the standard delivery option, only the standard delivery cost may be refunded unless otherwise required by law.

12. Refund processing time

Once we receive and inspect an approved return, we will notify the customer by email.

If the refund is approved, we will process the refund within 7 days after receiving the returned item or after otherwise confirming that the customer is entitled to a refund, unless a shorter or longer period is required or allowed by applicable law.

Refunds will normally be issued to the original payment method used for the purchase, unless we agree another method or applicable payment processor rules require otherwise.

Please note that banks, card providers, PayPal, Stripe, or other payment processors may take additional time to make the refunded amount available in the customer's account.

13. Replacements and exchanges

Where an item is damaged, defective, or not as described, we may offer a replacement or exchange instead of a refund where this is appropriate and available.

Replacement availability may depend on stock levels, product seasonality, plant condition, supplier availability, and delivery restrictions.

If a replacement is not available, we may offer a refund, partial refund, store credit, or another suitable remedy.

14. Discounted or sale items

Discounted or sale items are not excluded from refund rights simply because they were purchased at a reduced price.

However, refund eligibility will still depend on the product type, condition, reason for return, and any legal exclusions that apply.

Perishable items, including aquatic plants and food, remain subject to the exclusions and limitations set out in this Policy.

15. Incorrect address, missed delivery, or failed delivery

Customers are responsible for providing complete and accurate delivery information when placing an order.

We are not responsible for delivery issues caused by incorrect, incomplete, or outdated delivery information provided by the customer.

Where a parcel cannot be delivered because the customer provided incorrect information, failed to collect the parcel, refused delivery, or was unavailable to receive the parcel, any refund, replacement, or reshipment will be assessed at our discretion and in accordance with applicable law.

This is particularly important for aquatic plants, food, and other perishable items, as delays may affect product condition.

16. Delivery damage and lost packages

Code & Koi is responsible for ensuring that goods are delivered in accordance with applicable law.

If a parcel is damaged or lost in transit, customers should contact us as soon as possible so that we can investigate the issue with the delivery provider.

Customers may be asked to provide photos, delivery updates, tracking information, packaging evidence, or other relevant details.

Where a delivery issue is confirmed, we may offer a refund, replacement, partial refund, or other suitable solution depending on the circumstances.

17. Shipping restrictions and dispatch conditions

Orders cannot be shipped to P.O. boxes.

Not all shipping methods are available for all items.

Orders are shipped on business days only, Monday to Friday, excluding bank holidays and other non-working days.

To qualify for same-day dispatch, an order must be placed before 12:00 pm. Same-day dispatch is not guaranteed where stock availability, product condition, weather, courier restrictions, or operational issues prevent dispatch.

Shipping restrictions may affect refund or replacement eligibility where a customer selects an unsuitable delivery address or shipping method.

18. Refused returns

We may refuse a return or reduce a refund where:

the item is not eligible for return;
the item is perishable and not faulty, damaged, or not as described;
the return was sent without authorisation;
the item has been used, damaged, altered, planted, treated, opened, or handled in a way that affects its condition;
the item is returned without proof of purchase;
the customer has not followed our return instructions;
the product deteriorated after delivery due to customer handling, storage, aquarium conditions, or delay; or
the claim is otherwise inconsistent with this Policy or applicable law.

19. No restocking fees

Code & Koi does not charge restocking fees for approved returns.

20. Customer responsibilities

Customers are responsible for:

reading product descriptions before purchase;
checking product disclaimers, care instructions, and suitability information;
providing accurate delivery details;
inspecting orders promptly after delivery;
contacting us promptly if an item arrives damaged or defective;
following any care or acclimatisation instructions provided;
obtaining return authorisation before sending items back; and
packaging approved returns securely.

21. Statutory rights

Nothing in this Refund Policy affects any rights that customers may have under applicable consumer protection law.

If there is a conflict between this Refund Policy and a mandatory legal right, the mandatory legal right will apply.

22. Changes to this Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business, products, shipping process, customer support process, legal requirements, or operational practices.

The updated version will be posted on our website with a new effective date or last updated date.

23. Contact us

For questions about refunds, returns, damaged items, defective products, or this Refund Policy, please contact us: