Returns & Guarantee

Our Guarantee

We stand behind every product that carries the KoiGuard name. If you're not satisfied with your purchase for any reason, contact us within 30 days of delivery and we'll arrange a return, exchange, or refund — no fine print, no hassle.

We formulate our products to the highest standards because we believe you should never have to wonder whether what you're putting in your pond actually works. That confidence is our promise.

Return Eligibility

• Products may be returned within 30 days of the delivery date.
• Items must be in their original packaging. Partially used products are eligible — we understand you need to try it to evaluate it.
• Proof of purchase (order confirmation email or packing slip) is required.

How to Start a Return

1. Contact us at Support@KoiGuard.com or call (480) 680-4679 with your order number.
2. We'll respond within 1 business day with return instructions and a prepaid shipping label (if applicable).
3. Ship the product back using the provided label or your preferred carrier.
4. Receive your refund within 5–7 business days of us receiving the return.

Refund Details

• Refunds are issued to your original payment method.
• Shipping costs are non-refundable unless the return is due to our error (wrong item, damaged product, defective product).
• If you received free shipping on your original order, the standard shipping cost will be deducted from your refund.

Exchanges

Want a different size or product? Contact us and we'll set up an exchange. If there's a price difference, we'll charge or refund the difference accordingly. Exchanges ship free.

Damaged or Defective Products

If your product arrived damaged, leaking, or appears defective, contact us immediately. Send a photo of the damage and we'll ship a replacement at no cost — no need to return the damaged item.

Product Shelf Life & Storage

• Liquid formulas: Best used within 2 years of manufacture. Store in a cool, dry place away from direct sunlight. Do not freeze.
• Dry formulas: Best used within 3 years of manufacture. Keep sealed in original container. Store in a cool, dry place.
• Shelf life concerns? Check the batch code on your product and contact us — we can verify the manufacture date.

Wholesale Returns

Authorized dealers should contact their dedicated account manager for return or exchange requests. Wholesale returns are subject to the terms outlined in your dealer agreement.