Online Purchases
You can return or exchange any goods bought from KoiHut.co.uk within 30 days of receiving them.
If your goods were delivered, on arrival do not sign and accept delivery if there is any indication of damage caused to the goods.
When choosing products at koihut.co.uk, please take your time or seek advice from our helpful staff. The return of any unwanted products will be at the customer’s expense. In order to return goods, they must be in an unused, undamaged, re-sellable condition. You must also present the relevant paperwork when returning goods to help us identify you as the buyer.
Any non-faulty/undamaged goods which arrive in an unsellable condition will NOT be considered for a refund, exchange, or credit. Until we receive the goods, you are responsible for the condition and any damage which occurs to the goods. You should obtain proof of postage for the goods so that you have evidence of returning them if the goods become lost. Once we have received the goods, we will refund the purchase price (less any original carriage charges) immediately or within 30 days.
In Store Purchases
You can return or exchange any goods bought in store at our Koi Hut 8 New Lane location within 30 days of purchasing them.
If your goods were purchased in store, and are fit for resale, we reserve the right to perform an exchange and/or offer store credit.
When choosing products, please take your time or seek advice from our helpful staff. The return of any unwanted products will be at the customer’s expense. In order to return goods, they must be in an unused, undamaged, re-sellable condition. You must also present the relevant paperwork when returning goods to help us identify you as the buyer.
Any non-faulty/undamaged goods which arrive in an unsalable condition will NOT be considered for an exchange, or credit. Until we receive the goods, you are responsible for the condition and any damage which occurs to the goods.
Damaged/Faulty Goods
Damaged/faulty goods are eligible for replacement subject to individual warranties. Goods must be returned to koihut.co.uk within 14 days of reporting the issue.
We require all returns to be sent with relevant documentation to enable us to identify the buyer and cross-check the faulty equipment.
Once received koihut.co.uk 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. Due to the large range of goods we supply, it may be necessary to send them back to the manufacturer for an expert assessment of the alleged damage/fault.
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. Some high-end products may not be replaced if found faulty/damaged but repaired, this is done at the manufacturer’s discretion.
Kohut.co.uk does not accept liability for any consequential loss caused by damaged or faulty items, delay in dispatch, or delays by couriers.
Fish/Ponds
At koihut.co.uk, the health and welfare of your fish are our utmost priority. If your fish appears unwell OR in the unfortunate event of losing a fish, then we recommend contacting the store directly. Staff will assist in looking into the cause of the problem and advise on the best cause of treatment.
- Recover the body of the fish and place it in aquarium/pond water in an airtight container OR bag – DO NOT FREEZE.
- Take a separate sample of aquarium/pond water
- Bring the fish and water sample to koihut.co.uk for detailed analysis, at your first convenience.
We do NOT accept returns of ANY fish. If you feel your concerns need to be handled correctly, please ask to speak with management.
For further inquiries:
If you have any further questions, please contact our customer services at:
Info@koihut.co.uk
8 New Lane, Havant, Hampshire, United Kingdom, PO9 2JH
Phone: 02392 455243