Overview
At Mederi KOI Shop, customer satisfaction is our priority. Our return and refund window is 30 days from the date of purchase. If 30 days have passed, unfortunately, we can’t offer you a full refund or exchange.
To qualify for a return, items must be unused, in their original condition, and returned in the original packaging.
All returned items will be donated to charitable organizations such as Goodwill, the Red Cross, and the American Kidney Fund.
Shared Responsibility with Suppliers
Mederi KOI Shop works closely with trusted third-party vendors, including carriers and print-on-demand services. While we strive for excellence in quality and delivery, there may be occasional issues beyond our direct control. If you experience delays or quality concerns, please let us know—we’ll coordinate with our suppliers to resolve the issue and ensure it doesn’t happen again. You’re our valued customer, and we’re here to support you every step of the way.
Shipping Time & Costs
Shipping time may vary depending on your location and local shipping conditions. On average, most orders arrive within 7 to 15 business days. If your order takes longer than 15 days, we’ll offer you a gift or special discount as a token of our apology.
Shipping fees are calculated at checkout and will be clearly displayed before you finalize your purchase.
Returns Due to Carrier Issues
If your order is undeliverable due to an incorrect or incomplete address, or if it goes unclaimed, it will be returned to us. You’ll have 28 days to provide an updated address for reshipment. Additional shipping fees may apply. Please ensure your delivery information is accurate when placing your order.
Lost Shipments
All orders come with a tracking number, which you can find in your email confirmation or customer dashboard. If tracking shows no updates for an extended period, your package may be lost. Please notify us within 30 days. We’ll promptly send you a replacement at no additional cost.
Note: If tracking confirms delivery but you didn’t receive the package, we’ll cover the cost of the item, but not the shipping.
International Orders
For shipments outside the United States, once the package reaches your country, tracking will continue through your local postal service. You can check updates using the same tracking number via your country’s mail website, as noted in your tracking link. Contact us anytime for assistance in locating your international order.
Damaged or Defective Items
All our products are quality checked before shipping. However, if your item arrives damaged or is defective, we’ll take full responsibility. Please contact us within 30 days of delivery and include photos of the damage and your packing slip. We will either issue a refund or send a replacement with free shipping.
Change of Mind or Personal Preference
Because our products are made to order, we are unable to accept returns or exchanges based on a change of preference within seven days of delivery. However, if we made a mistake—such as the wrong size, color, or item—we’ll make it right and include a small gift as an apology.
Acceptance of Terms
By placing an order with Mederi KOI Shop, you confirm that you’ve read, understood, and agreed to all the terms outlined in this Refund and Returns Policy. It is your responsibility to be aware of these conditions before making a purchase.
Need Help?
We’re here to assist! For any questions or concerns about your order, please reach out to us at Shop@MederiKOI.com.