Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@qk-s.co.uk. Please note that returns will need to be sent to our address displayed on the contact us page.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@qk-s.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@qk-s.co.uk.

Cancellation/Returns Policy

  • If you wish to cancel your order you can do so within 14 days of receipt of your products. To do so please contact us at orders@queni-koi.co.uk for authorisation.
  • Products are to be returned in the condition they were sent to Queni Koi Southern Ltd, Wanlip Lane, Wanlip, Leicestershire, LE7 4PL.
  • In the unlikely event an incorrect/damaged product has been sent, please get in touch with us at orders@queni-koi.co.uk. In this case we shall replace the product free of charge and cover the return of the incorrect/damaged product at our own cost.
  • Returning products is done so at your own cost.
  • The products being returned must be securely packed to avoid damage. We recommend returning the products by recorded delivery.
  • Queni Koi Southern does not accept responsibility for goods returned by a customer, which are not received, unless proof of delivery to us or receipt by carrier is supplied.
  • Queni Koi Southern will refund all sums paid by you if the items are in the condition at which they were sent.
  • Return of goods after 14 days is at our own discretion.
  • Goods are not allowed to be tried/tested.
  • We process returns as quickly as possible. Please allow up to 3-5 days for us to handle your product return.
  • This refund policy does not affect your statutory rights.
  • Products that are specially made i.e., custom filtration, cannot be returned for refund unless faulty or damaged.

Koi Returns Policy

  • Once koi have left our premises, we cannot accept any responsibility for it thereafter.
  • Koi cannot be returned.
  • Please click here for Terms & Conditions

Warranty Returns Policy

  • All Products come with a standard seller 1 year guarantee which can be returned, if faulty, to us for a replacement. Proof of purchase and a description of the fault must accompany the return.
  • Products with an extended manufacturers guarantee will need to contact the company which offers this additional warranty. Or can contact us at orders@queni-koi.co.uk for help regarding it.
  • If you feel the product is faulty, please contact us at orders@queni-koi.co.uk for authorisation.
  • Products are to be returned to Queni Koi Ltd, Wanlip Lane, Wanlip, Leicestershire, LE7 4PL.
  • Returning products is done so at your own cost.
  • We recommend returning the products by recorded delivery.
  • Queni Koi Southern does not accept responsibility for goods returned by a customer, which are not received, unless proof of delivery to us or receipt by carrier is supplied.
  • Upon receipt of the faulty product a replacement product will be sent out at no extra charge