Complete Koi & Aquatics Terms and Conditions

Complete Koi & Aquatics, Tonge Bridge Way, Bolton, BL2 6BD

Price Match

At Complete Koi & Aquatics, we do try and keep our products at the best prices possible, but if you do see them lower elsewhere then please let us know and we will try our best to price match if possible. Companies must be based within the UK for us to price match, and this excludes the likes of Ebay, Amazon and other web-based auction sites.

Distance Selling

Our terms and conditions comply with UK legislation, including the new distance selling regulations and are designed to ensure that all of our customers can shop easily and with confidence with www.completekoi.com. The use of this site indicated your acceptance of these terms and conditions. We are not responsible to you if you are unable to access our internet service for any reason that is beyond our control.

Returns Policy

Dry Goods

You can return or exchange any goods bought from Complete Koi & Aquatics within 28 days from 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 Complete Koi & Aquatics, please take your time or seek advice from our helpful staff. The return of any unwanted products will be at the customers 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 a proof of postage for the goods so that in the event of the goods becoming lost you have a evidence of returning it. 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.

Damaged/faulty Goods

Damaged/faulty goods are eligible for replacement subject to individual warranties. Goods must be returned to Complete Koi & Aquatics 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 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. 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. 

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 absolute discretion. 

Complete Koi & Aquatics does not accept liability for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by couriers.

Fish/Aquatic Plants

At Complete Koi & Aquatics, the health and welfare of your fish is 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 best cause of treatment.

We do NOT accept returns of ANY fish. If you feel your concerns have not been handled correctly, please ask to speak with management.

Intellectual Property

CompleteKoi.com owns all the rights to the design of, the images and all of the information provided on our website, copyright, trademarks and other intellectual property rights protect them. CompleteKoi.com, it’s logo and all of our imagery are registered trademarks. You must not use any of the information provided by our website for any other purpose than for the purchase of items from us.

Accepting orders and security

Before we accept your order, we may use the information you have given to us to help confirm your identity. This assists us to protect you and us from fraudulent transactions.

Delivery & Liability

We will send you an automated e-mail to confirm that we have received your order. We reserve the right to decline your order. In which case you will be contacted to seek an alternative payment method.

We endeavour to deliver all items within the time scales given, however we are reliant on third party carriers/suppliers and cannot be held liable for any delays and/or loss caused by a delay.

We will not be responsible for any losses resulting from your usage or inability to use this website. This includes fraudulent access to, or alteration of transactions or information provided which is not controlled by us. We will not be responsible for any loss of your profits, costs incurred or any other losses which have not been caused by us directly.

Indemnity

You agree to indemnity, defend and hold harmless CompleteKoi.com, its directors, officers, employees and affiliates from any and all third party claims, damages, liability and/or costs (including, but not limited to legal fees), arising from, without limitation, your use of CompleteAquatics.co.uk services, your breach of the Terms and Conditions, your infringement of any intellectual property right or any other right of any person or entity, or your breach of any duty of confidence or privacy, or any defamatory statements made by you in any form.

Printing & Pricing Errors

Should a product be listed at an incorrect price due to typographical error or error in pricing information from our suppliers, we shall have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a credit to your credit card account in the value of the incorrect price. (Errors and Omissions Accepted).

Product images on the website are taken in house or supplied from our manufacturers. In some instances, packaging changes and photo colours are adapted/altered for the website. We cannot be held responsible if the product(s) purchased aren’t identical to web images.

All prices are in pound sterling, inclusive of VAT at 20% unless exempt or 0% rated and exclusive of delivery charges. Delivery charge is specified on the delivery section of this website.

Cookie Policy

What are cookies?

This website uses cookies to collect information. Cookies are small data files which are placed on your computer or other mobile or handheld device (such as smart ‘phones or ‘tablets’) as you browse this website. They are used to ‘remember’ when your computer or device accesses this website. The cookies are essential to the effective operation of our website and to enable to you shop with us online. Cookies are also used to tailor the products and services offered and advertised to our customers, both on this website and elsewhere. 

Information collected

Some cookies collect information about browsing and purchasing behaviour by people who access this website via the same computer or device. This includes information about pages viewed, products purchased and the customer journey around a website. We do not, however, use cookies to collect or record information on users’ name, address or other contact details. We are able to use cookies to monitor individual customer browsing and purchasing behaviour, but third parties are not able to identify customers using cookies.

Who sets the cookies?

The cookies stored on your computer or another device when you access this website help deliver a high-quality website and on-line shopping experience. Some cookies are necessary to enable customers to a make purchases on our website. Cookies may also be set by third parties who participate with us in affiliate marketing programs however, none of these third parties collect any personal data from which they would be able to identify individual customers.

What are cookies used for?

The main purposes for which cookies are used are:-

1. For technical purposes essential to effective operation of the website, particularly in relation to on-line transactions.

2. To enable us to collect information about the browsing and shopping habits and activities of customers, including to monitor the success of campaigns, competitions etc. 

3. To enable us to meet its contractual obligations to make payments to third parties when a product is purchased by someone who has visited our website from a site operated by those parties.

How do I disable cookies?

If you want to disable cookies you need to change your website browser settings to reject cookies. How to do this will depend on the browser you use and we provide further detail below on how to disable cookies for the most popular browsers: 

For Microsoft Internet Explorer:
1. Choose the menu “tools” then “Internet Options”
2 Click on the “privacy” tab
3 Select the setting the appropriate setting

For Mozilla firefox:
1. Choose the menu “tools” then “Options”
2 Click on the icon “privacy”
3 Find the menu “cookie” and select the relevant options

For Opera 6.0 and further:
1. Choose the menu Files”> “Preferences”
2 Privacy

What happens if I disable cookies?

This depends on which cookies you disable, but in general, the site may not operate properly if cookies are switched off. If you only disable 3rd party cookies you will not be prevented from making purchases on this site. If you disable all cookies you will be unable to complete a purchase on this site.

Payments

We accept most major credit and debit cards these include Visa, MasterCard, Electron, Solo, and Switch. We will require cardholder's full details including name, address and telephone number as registered with the bank. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorization of your credit card has been properly received.

Privacy Policy

CompleteKoi.com holds the highest respect for it's customers and guarantees our firm commitment to your privacy.  We do not sell any of the information provided by you to any other institutions.  By registering with us and/or buying products from us on-line, you will automatically be added to our mailing list, but you do have the option to "opt-out".  If at anytime you would like to be removed from our mailing list please contact us by email to let us know and you will be removed immediately.

As a customer you reserve the right to be concerned about the security of your credit card information.  Please be assured that CompleteKoi.com does not store your credit or debit card information on our system. Your payment details are taken via the Shopify portal which is encrypted and this is not passed to us.  This Web Store has taken many steps to ensure your security and safety by using the highest levels of encryption security.  

Please note that no orders will be considered complete until payment has been submitted.

Protecting Your Security

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

 You agree that we may use Personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

 We will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

Force Majeure

CompleteKoi.com will not be under any liability whatsoever in the event that the company is prevented or delayed from supplying or making delivery of any Goods by any reason or cause beyond our control.

Voucher Codes

Voucher codes are the discount code we offer to particular groups of customers. The percentage discount varies depending on the individual promotion. Each voucher code has a unique expiry date and is not valid on the website after this date. Please note that a voucher discount code cannot be used on any line which has already been discounted. Also, the percentage discount does not apply to the cost of delivery. Only one voucher code can be used per transaction.

Free Gifts

CompleteKoi.com may offer free gift promotions. Under the terms of the Sale and Supply of Goods to Consumers Regulations 2002 free gifts linked to the purchase of a particular product or a specified value form part of that purchase contract. In the event that you wish to return that purchase, then the free gift must be returned to us at the same time.

Complaints

We try very hard to provide high-quality customer service, but we are only human, and we do on occasion make mistakes. In these instances, we will do everything in our power to make things right ensuring the customer is happy with the outcome.

We take complaints very seriously indeed. If you do wish to complain then please email us at,info@completekoi.com or telephone 01204 582105. We will acknowledge your complaint within 3 working days. Alternatively write to us at:

Complete Koi & Aquatics, Tonge Bridge Way, Bolton, BL2 6BD.

Thank you for shopping at Complete Koi & Aquatics!