My koi arrived dead.
In the event of loss or damage to the koi, complaints must be made immediately within 24 hours. The fish must be photographed and the photos provided to us immediately. The dead animals must be frozen until the matter has been fully clarified. Complaints received later will not be accepted. Returns of animals that are the subject of a complaint may be requested for the purpose of preserving evidence. Animals that are the subject of a complaint can be exchanged for new ones or we will issue you with a credit note.