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Returns

Returns Policy

Cancellation / Returns

  • If you wish to cancel your order which have not been specially made or ordered, you can legally do so within 14 days of receipt of your products.  To do so please contact us at:  enquiries@absolute-koi.co.uk for authorisation and advise on best way to return such items.
  • Products are to be returned in perfect condition to:  Koi Carp, RETURNS Department, Great North Road, Rockley, Notts, England, DN22 0QW.
  • Returning products is done so at your own risk and cost.  
  • The products being returned must be securely packed to avoid damage, include contact information and if online order please include order number.  We recommend returning the products by recorded delivery or APC / DPD.
  • We do not accept responsibility for goods returned by a customer to us, but which are not received.
  • We will refund all sums paid by you, less delivery charge.
  • Return of goods after 14 days is at our own discretion. Please contact us for further information.
  • Goods are not allowed to have been used or tested.
  • We process returns as quickly as possible.  Please allow 7-14 days for us to handle your product return.
  • This refund policy does not affect your statutory rights.
  • Products that are especially made or ordered cannot be cancelled or returned for refund unless faulty or damaged.

Damaged Items

If an item is damaged in transit we require the following:

Picture of the box shipped in 

Picture of packaging 

Picture of label on the box

Picture of damages 

Consignment number

 

Warranty Returns Policy

  • Products that carry a manufacturer's guarantee can be returned, if faulty, to us for exchange during the warranty period.
  • If you feel the product is faulty please contact us at:  enquiries@absolute-koi.co.uk for authorisation and advise on best way to return items to us.
  • Products are to be returned to Koi Carp, RETURNS Department, Great North Road, Rockley, Notts, England, DN22 0QW.
  • Returning products is done so at your own cost and risk.
  • We recommend returning the products by recorded delivery, APC or DPD.  Please include your contact details within the returned items.
  • We do not accept responsibility for goods returned by a customer, but which are not received.
  • Upon receipt of the faulty product our returns team will test/inspect the product or send back to the manufacturer.  We aim to keep you informed along this process.
  • If the product is found to be faulty we will ship a replacement via our courier at no extra charge within the UK, outside of the UK the shipping charge will be payable before we return the product. 
  • If the product is found not to be faulty then a £9.95 postage and handling charge will be payable before we return the product to cover our costs.