Terms and Shipping
 

Please Note

Due to rough handling by all carriers, no matter who they are, damage to goods in transit can occur - and unfortunately does quite often.

We Urge our customers, and cannot Stress this enough, all parcels must be checked thoroughly before they are signed for, If the parcel is damaged then please refuse the delivery.....If you sign for a parcel in good condition to later find out there is a damaged item The East Riding Koi Co Ltd can not be held responsible.

This is extremely important if we are to have any chance of claiming for damage to goods in transit ... 

We are unable to accept responsibility for damage if the goods have been signed for and accepted in 'Good Condition'...

THIS CONDITION WILL BE APPLIED SHOULD ANY BREAKAGE OR DAMAGE BE INCURRED TO ANY OF THE GOODS ORDERED SHOULD A CLAIM BE MADE FOR SUCH DAMAGE - SO IT IS IN OUR CUSTOMERS OWN INTEREST TO ENSURE THAT ANY PACKAGE RECEIVED FROM OUR COMPANY BE CHECKED BEFORE BEING SIGNED FOR...

Please also note when you receive your order please check all the items that are listed on your invoice are present. If an item is out of stock it will have been marked as "To Follow" If you are missing an item that is not marked on your invoice as out of stock please call us immediately. It may be that parcels have been split whilst in transit and we need to inform the courier within 24 hours of the parcel been signed for if we are to claim back for the lost item.

Shipping and Carriage Charges On Orders:

Not all our products qualify for Free Shipping Only products that have "Free Shipping " Specified on there description qualify for this Free Shipping Offer (where applicable) applies only to customers living on the UK Mainland Only (excluding Scottish Highlands)

All other orders from customers overseas, including the Channel Islands, Isle of Mann, Isle of Wight, etc will be based on location and will be charged at our own strictly cost price ..  You will however be notified of any additional Shipping Charges prior to your order being dispatched ..  and confirmation of acceptance will then be required (see note below)

We offer shipping via LYNX/UPS & Royal Mail in most cases - and in the case of customers from overseas we will subsidise the Standard Tariff Rates for the shipping by at least15% ....

The most difficult part we have is trying to determine how much shipping costs will be and the total amount of goods ordered by the customer, for example it is relatively easy to work out how much any particular single item is going to cost - but when it comes to adding to that order with other products such as (for example) pipe fittings - it is not possible for the shopping cart to know that if those are just small fittings then we may be able to pack them into the same box ... so the shipping would not cost any more .. however if other goods chosen were of equal size, and weight then we may have to pack those goods into more than just one box, or even place them on a pallet...

So to avoid overcharging our customer - our policy will be to receive the order for the goods required in the normal way via our Shopping Cart and Payment Provider (which is now mandatory to have) and then we will contact our customers, especially those overseas, and advise them of the actual shipping costs on those goods ordered ...  this shipping amount and if that is acceptable to the customer, then we will require a further authorisation for payment on those shipping charges before those goods ordered can be dispatched ..

We hope that this method will work for both the Customer and our own Company - we will strive to improve this service over time ...

If you have any questions regarding the shipping then please contact us direct either by telephone or email ..  0044 (0) 1377 24 00 32 - email: sales@koicarp.net

RETURNS POLICY:

Any goods received in poor or sub-standard condition, or having a manufacturing defect or problem, can be returned to us for either exchange or full refund ...

If goods ordered at the time are found to be not what was required then we are prepared to exchange those goods for our customers providing they are received back by us in the same condition as supplied ... We would however request that this be put in writing prior to returning those goods.

If you should have any point that you may wish to raise direct with us then we would be pleased to receive your e-mail's or telephone calls ...

Thank you .... Chris & Susan