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Policies

Cookie Policy:

https://policies.google.com/technologies/partner-sites

Dry goods:

Returns Policy

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 potential 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. 

Items must be returned in full, original packaging for a refund to be issued. Without this, the products are deemed to be unsalable and therefore unacceptable for us to return. If a product doesn't live up to your expectation, that is fine, but must be returned within 30 days of receiving the order, and may be subject to a restocking fee which will be deducted from the refund total. Shipping will be refunded on orders under £50, but not compensated for on orders over this amount, and return postage will not be covered by ourselves.

Under no circumstances can any live animals be returned.

Steel City Koi do not accept liability for any goods not received sent on an untracked courier service.

Koi Carp:

Returns policy

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.

Once koi have left our premises, we cannot accept any responsibility for it thereafter.

Koi cannot be returned, and will not be replaced/refunded should they die once leaving the premises. They are deemed to be out of our care and any death would be at your fault, not at the fault of Steel City Koi. If you are unsure of the health of any of the fish, this is more than acceptable to question upon viewing/collection, where you will be able to check over any fish which you are choosing to take with you. This gives you the opportunity to view the fish closer and inspect for any problems. Scrapes are carried out twice a week to ensure full health, with no fish to leave should anything be found on any of the koi on the premises.

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 premises 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 responsibility once bought. We will of course guarantee against mortalities, in which you will receive either money back or a replacement, whichever suits you best.

Koi cannot be returned, and will not be replaced/refunded should they die once leaving the premises. They are deemed to be out of our care and any death would be at your fault, not at the fault of Steel City Koi. If you are unsure of the health of any of the fish, this is more than acceptable to question upon viewing/collection, where you will be able to check over any fish which you are choosing to take with you. This gives you the opportunity to view the fish closer and inspect for any problems. Scrapes are carried out twice a week to ensure full health, with no fish to leave should anything be found on any of the koi on the premises.

Privacy Policy

This privacy policy sets out how Steel City Koi uses and protects any information that you give Malibu Sun when you use this website.

Steel City Koi is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Steel City Koi may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • Name and payment details
  • Contact information including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • To process your order and obtain payment
  • Internal record keeping
  • We may use the information to improve our products and services
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Data aggregation, analytics and profile creation

We may analyse your browsing behaviour to draw inferences and create profiles about your personal preferences and behaviours. We may then use such information for the purposes described below;

Behavioural advertising and cross platform targeting

(a) Served by us

We may use your information (including profile data) to serve you with advertising, which is relevant to you, on our websites and the websites of third parties.

(b) Served by third parties on our websites

Advertisers or other third parties using our website may also engage in behavioural advertising and use cookies and web beacons in the manner described above. We do not control these advertisers or other parties' use of cookies or web beacons or what they do with the information they collect.

(c) Served by third parties on third party websites

We may provide your personal information (including profile data) to third parties who may then use it in combination with personal information that they have collected from you to serve you with relevant advertising on third party websites.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 2018. If you would like a copy of the information held on you please write to us.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.