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01536 515304

Terms & Conditions

About Us

This web site is owned and operated by Kettering Koi & Ponds Ltd who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details below.

Our Contact details:
Kettering Koi & Ponds Ltd
Unit 7 Orion Way
Kettering Business Park
Kettering
Northamptonshire
NN15 6NL
United Kingdom

Phone: 01536 515304
Email: sales@ketteringkoi.com
VAT Number GB: 395 9384 85 
Company Registration Number: 04599369

Making A Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept Visa and MasterCard. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. If you do not wish to pay online, you may call us with your card details.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
 

Delivery Schedule

Goods will normally be dispatched within 24 hours of cleared payment. Orders received paid by 2:00 pm will normally be dispatched the same day by Interlink (UK mainland only excluding Scottish Highlands) or Royal Mail 2nd class post for lower value items. Delivery will be made on a working day, Monday to Friday excluding bank holidays.
For goods dispatched by courier to UK mainland customers (excluding Scottish Highlands)an email will be sent (providing email address has been given) with an approximate one hour delivery window so you do not have to wait in all day for your parcel. If not convenient you can use this email link to change the delivery date.

If no one is at home when our couriers attempt delivery they will leave a calling card and usually attempt re-delivery the following working day. We can with your agreement arrange for goods to be left for you unsigned in a secure place of your choosing. You will need to leave a signed note explaining where the order may be left, the driver will then take your note as authorisation and the goods will be left where you have requested. We advise against this as we can not accept any liability for loss or damage and do not issue refunds for goods left unattended.

If the delivery address refuse delivery of the goods or if you do not respond to the "sorry we missed you" card left by your driver, your order will be returned to Kettering Koi & Ponds Ltd., we will then wait for you to contact us before we refund you your money minus the return postage cost. Please note Interlinks returns charges are £29.25 up to 10 kilos and 48p per kilo thereafter, Direct delivery charges may vary. 

Our Courier will strive to get your order to you in accordance with the delivery option you selected but, due to circumstances out of ours and our couriers control, i.e. extreme weather conditions, unforeseen incidents, delays may occur. Please be assured we will endeavour to get your parcel to you as quickly as possible.

Failure to enter the correct delivery details may result in a charge to amend these with Interlink Express. 

1 Hour Delivery Slot

Our 1 hour delivery slot service has a 98% success rate. However, sometimes due to circumstances outside our control the allocated time may be missed. Therefore, this is not a guaranteed service.

Wrong Delivery Address Inputted

If you provide us with an incorrect delivery address and your goods are signed for by another party, Kettering Koi & Ponds Ltd., cannot be held responsible for any loss you incur as a result.

Kettering Koi & Ponds reserves the right to dispatch orders by the carrier of their choice.

As a precaution, we suggest that no arrangements are made with any contractors until the goods have arrived and been checked. 

Back Orders

If your item is not in stock, we will back order for you. You will always be telephoned or emailed with the option to cancel your order if you would rather not wait. We will not add any further post & packaging charges to back ordered items.

Tax Charges

All goods listed include VAT at the rate of 20.00% where applicable.

Shipping And Handling 
 
Items dispatched by Royal Mail

Where a customer has opted for delivery by Royal Mail they agree

1. Claims for non delivery cannot be made until 15 working days from the dispatch of the item (Royal Mail do not consider an item lost until 15 working days from dispatch have elapsed and we can make no claim on them before this).

2. To return a completed non delivery form so we can process our claim with Royal Mail and either refund or replace the product.

3. Not to order items that are urgently or critically needed (customer should opt for courier delivery or visit their local shop).

Delivery Destinations

Delivery can only be made to your nominated address at the time of order placement, unfortunately we can not accept emails or eBay messages asking us to deliver to an alternative address because the order will most probably be sent out by the time we read these.

*Delivery on all orders free to the U.K. Mainland. 

For all offshore destinations including N. Ireland, Channel Islands, Isle of Man, Isle of Wight, Scottish Isles & Highlands delivery is £20.00. We apologise but we are currently unable to ship to the Republic of Ireland.

Delivery Damage or Shortages

Damages or shortages must be notified to Kettering Koi & Ponds within 24 hours of receipt. Any claims after this timescale may not be entertained.

Signing for goods

Please ensure that you check your items are received in good condition before signing. Carriers do not accept liability for any damage not noted at the time of signing. 

If unsure or you suspect the goods are damaged clearly write DAMAGED along side your signature. Failure to do so invalidates our insurances and we may not be able to accept that the damage was caused in transit. 

We can with your agreement arrange for goods to be left for you unsigned for in a secure place of your choosing. We advise against this as we can not accept any liability for loss or damage and do not issue refunds for goods left unattended.

Credit Card Security

Kettering Koi & Ponds Ltd are fully compliant with the Payment Card Industry Data Security Standard (PCI DSS). Your card details are never transferred to us over an internet connection, in fact we do not get to see these details.
 

Guarantee PRODUCT GUARANTEE

If you have received incorrect or damaged goods, or wish to return unwanted goods please see our Returns Policy.

The Kettering Koi & Ponds Ltd., guarantee is in addition to and does not affect your statutory rights.

The guarantee is available to the original purchaser only when accompanied with the original receipt.

This guarantee is non transferable.

The guarantee applies to the product only and does not cover any consequential losses.

The guarantee applies to material and manufacturing defects only, under normal domestic use in the United Kingdom.

The guarantee does not cover faults caused by factors outside the manufacturers control, including failure to follow the user guide and maintenance instructions, normal wear and tear, accidental or wilful misuse of the product, inappropriate storage methods and or inappropriate cleaning, modification or alteration of the product.

The guarantee does not cover parts subject to normal wear and tear, for example pump impellers, filter sponges, air pump diaphragms, batteries etc. 

The guarantee does not cover glass items, for example uv quartz tubes and uv bulbs.

The guarantee does not cover return postage costs for items over 6 months old.

Items offered Free are sent out as gifts to the customer and as such will not be covered by a guaranteed.

The guarantee does not cover maintenance issues including the replacement of wearable parts. 

Pond pumps and filters will require maintaining and cleaning over their lifetime. If you live in a hard water area it may be necessary to clean these items with a suitable lime scale remover (we recommend Superfish Pump Clean). Lime scale will cause undue wear and damage to pumps and filters, and therefore the guarantee will be voided if returned items are affected by this problem.

Should an item develop a fault within its guarantee period, it may be sent back to Kettering Koi & Ponds Ltd., for repair or replacement, or taken to our shop with your purchase receipt. If returning by carrier or post you must obtain a Returns Authorisation Number from us and enclose that information with the product.

Repairs or replacement under the guarantee will be carried out as quickly as possible however you should allow up to 30 days for this.

Faulty items will be tested and if a claim is made under this guarantee and the defect is not due to faulty materials or manufacture, or the product is found to be in working order, Kettering Koi & Ponds Ltd will return the product to the customer. The customer will be responsible for all postage costs. These include the cost of sending the item back to us in the first instant, plus a £15 fee to cover the engineer's time and the return carriage to the customer. If after 14 days the customer makes no arrangement or payment for the return of non-faulty products they will incur storage charges at the rate of £5.00 per week until we receive instructions for either the return or authorization to dispose of the product under the WEE regulations.

Electrical products should only be connected to electrical supplies that have been installed in compliance with local authority regulations and by a person competent to do so.

When returning products, the responsibility for the goods is yours until we receive them back. We recommend that you return products by recorded delivery or by carrier that requires a signature. The maximum refund Kettering Koi & Ponds Ltd will give for returned item is the returned postage up to a maximum of £5.95, providing that the item is under 6 months old.  After 6 months, all postage costs must be bourne by the purchaser. Kettering Koi & Ponds Ltd., accepts no responsibility for goods returned to us that are not received unless signed proof of delivery can be provided. On safe return of the product we reserve the right to repair or replace any faulty item at our discretion.

Kettering Koi & Ponds shall not be liable for any consequential loss of the customer whether this arises from a breach of contract or any other way. 

Kettering Koi & Ponds total liability for any claim howsoever arising shall not exceed the price of the goods supplied by Kettering Koi & Ponds to the customer. 

Advice and instructions are given in good faith, it is the customers responsibility to research the suitability of the product to its intended use. Kettering Koi & Ponds will not be liable for any specific instructions or advice given by a member of its staff or set out in their web site or in any documents accompanying the goods supplied. Every care has been taken to describe and show the goods accurately. Variations may occur in both design and specification as the manufacturers of the items improve their products. 

No employee of Kettering Koi & Ponds is authorised to waive our terms and conditions. 

English law applies to all transactions.
 

Contacting Us

If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01536 515304 (International +44 1536 515304) or write to us at Unit 7, Orion Way, Kettering Business Park, Kettering, Northamptonshire, NN15 6NL, United Kingdom.

Returns Policy To Return Unwanted goods

Kettering Koi & ponds Ltd. operate a 7 day money back refund on the purchase price of all goods, providing that,

1. Goods are returned in perfect and unused condition, in their original packaging. 
2. The purchaser ensures that the goods are securely and adequately packed to avoid damage. 
3. The purchaser pays all postage costs. This covers our administration, packing and restocking fees.
4. Goods are not allowed to be tried/tested. It is the customers responsibility to ensure that ordered good are suitable for their requirements.

Where goods have been sent out with free delivery there will be a £8.95 charge to cover our original packaging costs, administration and restocking fees.

How to return unwanted goods

Please Telephone Kettering Koi & Ponds Ltd., on 01536 515304 to request a returns authorisation number (RAN). All goods must be unused and in their original packaging, orders returned without an RAN number will not be refunded. Returns costs are at your expense.

Returned eBay auctioned items will be subject to an additional 20% handling fee.

For faulty items see "Guarantee"

For damaged on delivery or shortages see "Delivery Damage or Shortages"

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Privacy Policy

Kettering Koi & Ponds Ltd do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the 'Remember Me' Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.

Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.

WEEE Regulations

What are the WEEE regulations?

The Waste Electrical and Electronic Equipment (WEEE) Directive is now U K law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

1. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
2. Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

What is Kettering Koi & Ponds Ltd. doing?

Kettering Koi & Ponds Ltd. are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new EEE from us we would accept their old EEE and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol.

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
How to use the 'Take-back' scheme?
If you bought your new item in store;

1. Simply bring your like-for-like item into our store at the address below e.g. if you buy a new EEE from us, you may return your old EEE to us.
2. Hand it over to the counter staff advising that you want to use the 'take-back' service.
3. Show your receipt of purchase (or Invoice) for your new item.

If you bought your new item online;

1. Simply package up your like-for-like item e.g. if you buy a new EEE from us, you may return your old EEE to us.
2. Put in the post with your receipt to the following address;

WEEE Take Back Scheme
Kettering Koi & Ponds Ltd.
Unit 7 Orion Way
Kettering Business Park
Kettering
Northamptonshire
NN15 6NL

Alternatively you can recycle any waste electrical or electronic item at your local WEEE recycling depot!
For full details please contact your local authority or visit http://www.recycle-more.co.uk

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.