Refund policy

We want you to be happy with the products that you purchase from us, and welcome your honest feedback regarding the products that we sell.

If however you are not satisfied with the goods that you have received, whether that be due to damage sustained during transit, or the item being inappropriate for your application, then please contact us as soon as possible.

Please ensure that you include your order number in all communications, to help us process your return as efficiently as possible.

There are a number of circumstances when you may wish to cancel and/or return goods ordered. Should you find that an order placed is unsuitable for your requirements, the Company (Plenty of Koi (Bristol) Ltd) will provide you with a full refund for any UNUSED and UNOPENED item(s) returned to us within 30 days of purchase. On such occasions, you must contact us in writing (or via email sent to plentyofkoi@gmail.com), quoting your order number and the item(s) that you wish to be returned prior to returning the product(s).

Once we have received and acknowledged your requirement, we will provide you with the necessary procedure which you must ensure is followed. Plenty of Koi (Bristol)Ltd will provide a full refund for these item(s) once received in original condition, excluding any carriage charges that may have been incurred when initially dispatching the order. When returning goods, we recommend that you use a courier or deliver them personally to us. Plenty of Koi (Bristol) Ltd accepts no responsibility for damage that is incurred in transit when returning goods, or for goods that are lost in transit.

Should you require the goods to be collected by Plenty of Koi (Bristol) Ltd in order for their return, the cost of this will be incurred by you and not Plenty of Koi (Bristol) Ltd. Items once submersed in water ie pond pump are none returnable unless faulty.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Gift cards cannot be returned

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at plentyofkoi@gmail.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at plentyofkoi@gmail.com and send your item to: Plenty of Koi (Bristol) Ltd Briarmead Warehouse, Forty Acre Lane, Alveston, Bristol, BS35 3QU.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Plenty of Koi (Bristol) Ltd, Briarmead Warehouse, Forty Acre Lane, Alveston, Bristol, BS35 3QU

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.