We request that any goods that develop faults are reported as soon as possible. If a fault develops within the first 14 days of ownership we are happy to arrange an uplift of the goods. In all other instances, the return postage of the goods to be tested will need to be covered by the sender. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within this period and purchased under our Replacement Policy.
You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees plus a restocking fee.
Under no circumstances can any live animals be returned.
ONLINE KOI PURCHASES
Koi can be purchased online for delivery or collection. If you would like to collect, please choose the free delivery option, and contact us with an estimated collection date. You have a 4 week window in which you can collect the fish, after this 4 week window, a 10% fee will be placed on top of the order total to compensate for my time that I’ve spent looking after the fish.
Upon collecting your fish, you will be able to swap it at any point for another fish of the same value or more. Fish will never be bagged up prior to collection unless you request this, and you will be shown the fish in both the pond and a bowl/floating basket, giving you plenty of time and opportunity to change your mind. We cannot offer refunds for fish when you come to collect, we will offer a voucher to the value of what you have already spent or offer a replacement. Fish purchased on our website or prior to collecting will be insured against death with a money back policy. This is the only instance where we will offer a refund. Koi leave our premises in excellent condition. We will not be liable for any damage caused in transit.
IN STORE KOI PURCHASES
Koi bought in store can be left if required. From October on, koi can remain onsite in our controlled polytunnel until March/April depending on weather conditions. All koi left on the premsises are at YOUR risk. All koi on site are cared for in the exact same way, but livestock can not be guaranteed. Gender, pattern, body shape, and damage are no longer our responsibilty once bought. We will of course guarantee against mortalities, in which you will receive either money back or a replacement, whichever suits you best.