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Shipping Policy
1.
The Koi Pool will deliver your goods within 2-5 working days providing they are in stock. Larger items such as pre formed ponds or large water features may require the destination to be within a 25 mile radius and are sometimes excused from our free delivery scheme. If goods are not received within 21 days, contact us direct and we will offer you alternative products to the same value or a full refund.
2.
Goods must be signed for upon delivery and any damages/shortages reported to us within 24hours.
3.
All orders are available to be tracked online. Excludes Royal Mail deliverys
4.
The Isle of Man (IM), Northern Ireland (BT) and Isles of Scilly (TR21-25) are all subject to additional delivery charges.
Please contact us for additional delivery charges.
For other destinations please contact us at info@thekoipool.co.uk. We do not ship to all destinations, delivery destinations are at our disposal.
5.
Pallet rates available on request.
6.
The Koi Pool denies any liability for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers. In the unlikely event of a delivery not arriving on time, any extra delivery charge will be refunded. However we cannot accept any liability involving third party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.
7.
Courier companies will attempt to delivery your parcel/s on two occasions (A card should be posted at each unsuccessful delivery attempt). If at this point a delivery cannot be made the parcel/s will be returned to the depot for collection by yourself.
8.
The free delivery over £100 policy is only for goods which fit into a specified bracket of delivery. Large goods like fibreglass ponds and water features which need to be man handled may be excluded from this policy.
Returns Policy
1. If you wish to cancel your order within 30 days of receipt of your products please contact us at info@thekoipool.co.uk. Products are to be returned in perfect, saleable condition to The Koi Pool, Mains Lane, Singleton, Lancashire, FY6 7LJ.
2. The products being returned must be securely packed to avoid damage. We recommend returning the products by recorded delivery..
3. The Koi Pool does not accept responsibility for goods returned by a customer, but which are not received, unless proof of delivery to us or receipt by carrier is supplied.
4. On safe return of products The Koi Pool will refund all sums paid by you, less cost of return postage. If a product is damaged or faulty then collection of product will be arranged by The Koi Pool.
5. Return of goods after 30 days is at our own discretion.
6. Products that carry a manufacturers guarantee can be returned, if faulty, to us for exchange/refund during the warranty period. All products still in guarantee will be tested upon return.
7. Products that are especially made/ordered, perishables i.e. magazines, pond liners, plants, stainless steel products, videos, books etc. cannot be returned for refund unless faulty/damaged.
8. Goods are not allowed to be tried/tested.
9. This returns policy does not affect your statutory rights.
If you have any complaints please do not hesitate to contact us, we will be happy to sort out any problems. To speed up the procedure please provide:
Your order number.
Your name as it appears on your order.
Delivery date.
A brief outline of the problem.
Advertised Price
The total price payable for the goods will be stipulated at the time when you place your order.
We are entitled to make adjustments at any time to the price to take account of any increase in our suppliers prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong. We will inform you of the correct price and give you the opportunity to cancel the order.
All prices on our website are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time of placing your order.
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