Delivery Methods

Our  normal delivery method will be by Courier or using Royal Mail. All items will be posted "Standard Delivery" unless an alternative method is selected when ordering. If requested and  agreed, proof of delivery will be gained for Recorded and Special next day  delivery - so should you not receive your parcel we are in a position to  follow-up and resolve this.

Payment Methods

All goods  must be paid for prior to dispatch. Payment can be made using credit card or  debit cards - via our ordering system using Paypal. You can also make payment  by sending either a cheque, made payable to ‘Koi Waterlife Centre', or by sending a  postal order to cover the amount due. Please note we will only debit your card  for the amount payable for the goods dispatched to you. Payment is cleared on  your card when goods are put into transit process.

Cancellation Rights & Returns Policy

If  you are in any doubt or would like some advice or further information prior to placing an order please feel free to contact us by telephone or eMail, details of which are on our contact page and we will be more than happy to discuss your requirements. 

If you are not satisfied with the goods you have purchased for any reason you  may return them within 7 working days from receipt of the order. All goods must  be returned in their original packaging and in un-used condition. We will  refund the full cost of the product purchased, any postage incurred will not be  refunded. Please allow 30 days for refund. This does not affect your Statuary Rights

Faulty Goods

Faulty or damaged goods - All  products are checked thoroughly before packing and prior to dispatch, to ensure  they are neither damaged nor faulty. Damage can sometimes occur in transit  although every precaution is taken to ensure that products are packed and  breakable products clearly marked to avoid this. Any package which arrives,  damaged will be followed-up with the carrier as a result of poor or inadequate  handling in transit, should you receive your package in a damaged state it is  essential that you contact us within 14 days. We will then make arrangements  with you to return the goods for either replacement or full refund.

Complaints Policy

Should  you have any cause for complaint we want to know about it. We pride ourselves  on dealing with and acting on ALL complaints or feedback - what you say and  your views count and matter to us. Every complaint is dealt with fairly and  effectively in the strictest confidence. The club endeavours to respond to all  complaints within five working days.

Security Guarantee

When you  place an order (via Paypal) and fill in your sensitive information i.e. name,  address, credit card details we utilise industry standard SSL (Secure Sockets  Layers) technology in order to encrypt your credit card details. Information  passed between your computer and our web site cannot be read in the event it is  intercepted by someone.

Stock Availability

On rare occasions when we are unable to fulfil your order we will contact you via email. Should we be in a position that the stock will not be immediately available we will attempt to fulfil your order with an alternative item. Where this is necessary we  will notify you first - before any product is dispatched or payment  made, to gain agreement that this is an acceptable option to you. If you do not  want an alternative sending then your order is cancelled without any charge or  further obligation. Should we be unable to contact you prior to dispatch of an alternative product - you will be given the option to return the item if it is  found to be unsuitable, for either replacement or refund.

Prices are correct at the point of publication - but will be subject to future  changes. Any order placed at the point of price publication will be supplied at  that price if stock is available. Any changes to prices will be published at  the point where they are in effect from.