Draft for APA Koi approval. Please have this reviewed before the website goes live.
We want every koi and every product to arrive in perfect condition. Because live fish are very different from equipment, this policy has separate sections for each. It applies together with our Terms and Conditions and does not limit your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
1. Live koi
Check your koi on arrival
Please check your koi as soon as you receive them, before you release them, and ideally while our driver or courier is still with you. Follow the acclimatisation instructions supplied with your order.
No guarantee on livestock
We give no guarantee on live koi. Every koi completes a strict four-week quarantine with us before it is sold, and leaves us healthy. Once a koi has been collected or delivered, its health depends on transport, water quality, filtration, temperature, stocking levels and the other fish in your pond, which are outside our control. For this reason we cannot offer refunds or replacements for koi that become ill, are injured or die.
If a koi seems unwell, please contact us straight away. We will gladly help with advice and, where needed, our fish health and treatment service.
Change of mind
Because live koi cannot safely be shipped back and forth, we cannot accept returns of healthy koi for a change of mind once they have been delivered or collected. Please ask us any questions before you buy; we are happy to send extra photos or video.
Auction koi
Koi bought at auction are also sold without a guarantee. Other rules for auction purchases are set out in our Auction Terms.
2. Pond equipment and products
Cancelling an online order (cooling-off)
You may cancel an online equipment order within 7 days of receiving it, without giving a reason. The item must be unused, complete and in its original packaging. You pay only the direct cost of returning it to us, and we refund the purchase price within 30 days of receiving your cancellation.
Faulty or defective items
If an item is faulty or not as described, you may return it within 6 months of delivery. We will repair or replace it, or refund you, as provided for in the Consumer Protection Act. Many products also carry a longer manufacturer’s warranty, which we will help you claim. This does not cover damage from incorrect installation, misuse or normal wear and tear.
Items we cannot accept back
- Water treatments, medicines and food that have been opened.
- Items cut, made or ordered specially for you, unless they are faulty.
- Items damaged after delivery.
3. Pond services
If you are not happy with our workmanship, tell us within To confirm: 30 days of the job being completed and we will come back to put it right. Specific guarantees for construction and filtration work are set out in your quote.
4. How to make a return or claim
- Contact us on 074 404 4539 (call or WhatsApp) or apaksouthafrica@gmail.com with your order number and photos.
- We will confirm whether the item should be returned, and how.
- Please do not send items back without speaking to us first.
5. Refunds
Approved refunds are paid using the original payment method, or to your bank account for EFT payments, usually within To confirm: 7 working days of approval and no later than 30 days.