Refund policy

Our Return & Refund Policy 

At Conquest Koi, all of our items are made to order and embroidered specifically for each customer. 

Due to the personalised nature of our products, we are unable to accept returns, exchanges, or offer refunds for items that have been ordered in the incorrect size, colour, or design choice.

Statutory Exclusions Under UK Law

In accordance with the UK Consumer Contracts Regulations 2013, the standard 14-day distance selling cooling-off period does not apply to bespoke, personalized, or custom-made goods. Because each garment undergoes an individual, time-intensive embroidery process tailored to your selection, all sales are final once processing begins.

Damaged, Faulty, or Defective Items

Your legal rights are fully protected under the UK Consumer Rights Act 2015. If your item arrives faulty, damaged, or not as described:

•  Notify Us: Contact our customer care team at Conquestkoi@gmail.com within 14 days of delivery.
• Provide Details: Please supply your name, order number, a clear description of the issue, and photograph evidence of the fault.
• Resolution: If confirmed defective, we will arrange for a repair, a replacement, or issue a full refund at no extra cost to you.