![]() If the manufacturer tests the goods and deems them NOT faulty or damaged, they will be returned to the customer at an additional cost to cover postage and packaging. Due to the large range of goods we supply, it may be necessary to send the goods back to the manufacturer for an expert assessment on the alleged damage/faulty. #Aquarium hides full#Once received Complete Koi & aquatics will conduct a full assessment of the faulty goods, and on confirming they are damaged OR faulty we will repair or replace them at our discretion. We require all returns to be sent with relevant documentation to enable us to identify the buyer and cross check the faulty equipment. Goods must be returned to Complete Koi & Aquatics within 14 days of reporting the issue. Damaged/faulty Goodsĭamaged/faulty goods are eligible for replacement subject to individual warranties. Once we have received the goods, we will refund the purchase price (less any original carriage charges) immediately, or in any case within 30 days. You should obtain a proof of postage for the goods so that in the event of the goods becoming lost you have a evidence of returning it. Until we receive the goods, you are responsible for the condition and any damage which occurs to the goods. You must also present the relevant paperwork when returning goods to help us identify you as the buyer.Īny non-faulty/undamaged goods which arrive in an unsellable condition will NOT be considered for a refund, exchange or credit. In order to return goods, they must be in an unused, undamaged, re-sellable condition. The return of any unwanted products will be at the customers expense. When choosing products at Complete Koi & Aquatics, please take your time or seek advice from our helpful staff. If your goods were delivered, on arrival do not sign and accept delivery if there is any indication of damage caused to the goods. You can return or exchange any goods bought from Complete Koi & Aquatics within 28 days from receiving them. There will be an additional delivery charge for this. If you would like your order to be split, please contact us. Your order will be shipped in one delivery. Will you ship my order over split deliveries? In the unlikely event that an item you order should be out of stock we will contact you by phone or email. What happens if the items I have ordered are out of stock? This costs £1.99 and generally takes 2-3 working days. Orders under £20 will also have the option to purchase our standard Royal Mail delivery service. After this we then recommend introducing small amounts of pond water to the bag for a further 15 minutes, prior to introducing them to their new home. Generally, we recommend floating the bags for around 30 minutes. When the fish arrive, carefully float the bags in the pond to acclimatise them. They are kept in the secure caged part of the vans and are handled with care. The fish are packed with plenty of oxygen and water to get them through the night. Due to the health of the fish we are unable to offer an afternoon delivery. APC are the ONLY licenced livestock couriers in the UKĪLL fish purchased via Complete Koi & Aquatics will also be sent out via APC as a next-day, non-conveyable, wet delivery with an AM time slot. In these instances, automated messages will be sent out via text OR email allocating a timeslot for delivery. Orders under £20, will have the option to pay £5.99 for next day tracked delivery by APC. Depending on the size and weight of the product this can range from next day delivery, to a 5 working day delivery. #Aquarium hides for free#For other destinations please contact our head office on 01204 582105 or email in at Much is Delivery? Free DeliveryĪLL orders over £20 qualify for free delivery at Complete Koi & Aquatics. This delivery policy is strictly only valid for UK mainland delivery addresses. We do not offer a Saturday delivery option online. Orders placed on Saturday, Sunday or bank holidays will be processed the next working day. Working days are defined as Monday to Friday (excluding Bank Holidays and Christmas holiday periods). In order for your order to be processed that day, orders must be placed by 13:00. At Complete Koi & Aquatics, we endeavour to process and ship all orders placed online as quick as possible. ![]()
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