Koi Zone » Store Policies and Information
Pricing - All our prices include VAT at the current standard rate - VAT No - 116 5294 20
When you receive confirmation of your order, this is only to indicate that we have received your order. It does not indicate that a contract exists between yourself and Koi Zone.
A contract is only formed between us, once we have received payment and sent you the goods and an invoice/receipt.
Koi Zone have included these terms to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, Suppliers have increased prices or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Most items have a standard 1 year warranty unless stated on the actual product for sale page ie some products have additional years ie 2, 3 or 5 years.
Koi Zone are open Daily 9.00 am to 5.00 pm - 7 days a week
Later in evening by prior arrangement.
Please call just to make sure we are here to avoid disappointment as we do pop out here and there, ie couriers to drop of koi and parcels.
Shipping - Europe and over seas - Koi Zone do ship certain items overseas but please email for delivery price before ordering. Please allow 5 - 10 days for this service depending on items ordered.
Some prices exclude delivery charges these can be viewed by hitting the add to basket button and will vary depending on the size and weight of the product. When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under- priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the new price is acceptable.
Free Delivery on most items over £100.00 other small items ie medications, treatments etc. will go via royal mail or via our 2-3 day courier .. Most items will be delivered within 2-5 working days, although some items ie multi-bay filters and quarantine tanks could take around 7 - 10 days.
Due to the complex nature of shipping charges to add to cart, large items, ie some filters, Fibreglass Quarantine tanks, long items over 1.5 meters such as pipe and net poles there will be additional charge you will be informed via email of any extra charge and if you wish to cancel you will be refunded full payment, Please check on product description as may state or call for more info.
All delivery times are estimates only, Koi Zone will not be liable for any of the consequences in the delay of goods being shipped, in the event of late delivery via royal mail or by our preferred courier. (So far we have received no complaints ). The purchaser shall nether the less be bound to accept the goods ordered when available.
We reserve the right to dispatch certain items direct from our suppliers this reflects our policy of keeping overall cost to you as low as possible, but might mean an order arrives in two or more consignments depending on the size of the order.
Please Note: That due to rough handling by some carriers, no matter who they are, damage to goods in transit can occur - although not often .. We Urge our customers to Sign for all Goods as 'UNCHECKED' .. This is extremely important if we are to have any chance of claiming for damage to goods in transit ... and we are unable to accept responsibility for damage if the goods have been signed for and accepted in 'Good Condition'...
All products are subject to availability. Some items will be shipped direct from manufactures.
These prices are for UK Mainland only, please email for delivery charges outside of UK Mainland. Some items are available for shipping to Europe please email for overseas shipping Prices before ordering.
All products come with full standard manufactures warranty.
All goods must be paid for before delivery is undertaken.
Koi Deliveries Conditions - Koi are transported by our Experienced Fish carrier with a late pickup one day and a before 12 o'clock approx, delivery the next. Koi Zone will not be responsible for courier delays.
All quarantined fish are thoroughly checked prior to dispatch
They are double bagged with oxygen.
Koi Zone always take the upmost care of your new fish prior to their departure, but once they have left our premises all risks must pass to the Purchaser / Receiver.
For all enquiries on any of above infomation then either email or call 07732 040075 - 01708 508877
Returns Policy - In the unlikely event of items being damaged, or missing items, Koi Zone must be informed within 24 hours of delivery. All goods must be checked at time of delivery, the delivery note must be signed as damaged or missing parts.
Koi Zone are unable to accept returns unless by prior arrangement.
We guarantee to replace or refund any item that does not meet with your complete satisfaction. All we ask is that the item is returned to us within 7 days, unused and in its original undamaged packaging. This does not affect your statutory rights.
Koi Zone does not pay return postage. Returned parcels remain the customer's responsibility until safely received by us.
Any unwanted items can be returned within 7 days prior to arrangement only. A small handling charge of 10% + any delivery charge incured by us will be deducted from refund payment.
Please note that although your warranty covers both parts and labour it does not cover delivery and collection costs of the goods to and from the repairer and some service centres may charge for this. Most goods will have be inspected by manufacturer or supplier to determine a repair or replacement.
Any charge must be paid by you, the customer, directly to the service agent if applicable.
If the Goods are returned to the warehouse within 7 days we will only refund if they are un repairable and a replacement model is no longer manufactured.
All products cannot be tried and tested.
Products that have been specially made or ordered ie Pond Liners, Garden Ornaments, Video, DVDS, Books or cannot be returned unless faulty.
Livestock cannot be returned.