Terms & Conditions

Here at The Oaks Koi Farm we pride ourselves on providing excellent customer service, however to do this we have a set of terms and conditions that you the customer, needs to acknowledge, as they do affect your legal rights.

If you do not accept these terms and conditions, please do not use this website, if you continue to use this website we presume you are happy with all the terms and conditions that apply to this website.

You can use this website without needing to register, however some areas of this website are not visible to Non VIP Members.

Visitors to the website can use it for their own private purposes, but please be aware that all the content included within this website, is The Property of The Oaks Business Group Ltd, T/A The Oaks Koi Farm, our affiliates, or other relevant third parties.

The word “Content” mentioned above means – any text, graphics, videos, images, or information capable of being stored on a computer or device.

By using this website you acknowledge that such content is protected by copyright laws and database rights, and other intellectual property rights.

Reproduction of any content within this website for commercial use is strictly prohibited.

Member Accounts

We ask that upon registration of your account that the information you give is correct and true, please update any changes immediately, so we can keep you up to date, and communicate with you in the best possible way.

If you breach our Terms and Conditions, this could mean we have to cancel your account with immediate effect.

You can cancel your account at anytime, but you will not receive a refund of your VIP Membership Fee, or continue to receive Member Benefits, please also advise us via an email that you want to cancel your account to info@theoakskoifarm.com.

The Oaks Koi Farm website may contain links to other websites, we do not control these websites, nor do we control the content that is published on such websites, therefore we cannot be held liable for any consequences.

Privacy Policy

The use of this website is governed by our Privacy Policy, please click the link here to read it.

Terms Of Service

Whether you are ordering dry goods or live Koi from our shop, we handle each shipment with the utmost care and precision.

We aim to deliver our products to you, as soon as possible.

We use a professional licensed courier to handle our overnight deliveries, and next day timed deliveries for our “Koi To Your Door” service.

We aim to pack and dispatch dry goods orders on the same day, as long as they are received by 1pm, and we try to keep postage and packaging costs to a minimum for our customers.

All delivery times quoted are subject to stock availability, and signatures are required on all orders. However some parcels can be left in a safe place if stated at the time of ordering, but this is not a always a guarantee.

Some deliveries will come direct from the manufacturer, so delivery times may vary, and as they are delivered by a third party courier we cannot be held responsible for delays caused by the delivery company.

We will continue to keep you up to date with the status of your order from start to finish.  Can you please include your mobile number and email address on your order, in order to receive a text message or email from our courier’s.

“Koi To Your Door” Live Fish Deliveries all require a signature, and you must be in to receive your Koi.

KOI ORDERS & DELIVERY

All Koi ordered can either be collected in store, or you can have them shipped via our pre 1pm next day delivery service, please specify at time of ordering.

This service is available via our courier from Wednesday’s to Friday’s, for example your Koi can be packed ready for collection from us on Wednesday, and be delivered to you on the Thursday by 1pm, or packed ready for collection on Thursday and delivered Friday by 1pm. No Koi will be packed or dispatched without prior confirmation between us, and your self.

The cost of this service is £29.95, multiple Koi can be shipped in one box depending on size, this is especially useful when purchasing several Tosai. We will specify how many Koi can be safely packed into one box, as their safety is paramount to us. As we only charge a one off shipping cost of £29.95 you can purchase as many Koi as you want.

Every Koi shipment will be handled with the upmost care, we will double bag your Koi in our 400 gauge bags with the correct ratio of water and pure oxygen, and pack them in our bespoke Koi boxes that are double wall thickness, and we use layer pads for extra cushioning. The Koi will travel safely and calmly in the box. (pictured below)

All our Koi will be sent in tip top condition, and every precaution will be made to assure that is the case when it arrives with you. We ask that upon delivery of your Koi you check the condition of the box and the Koi itself, by opening the box.

Once you have checked the condition of your Koi, you should then float the bag on your pond to acclimatise the temperature from bag to pond, this can be between 15-20 minutes depending on ambient weather conditions, and we also recommend after floating the bag for the above period of time, to release your new Koi purchase into an inspection bowl so you can correctly dispose of the water the Koi travelled to you in, this is achieved by using a koi sock to lift the Koi from the bowl into your pond or vat.

We cannot accept any returns of Koi due to our Biosecurity Policy, any issues need to be reported at time of receipt of the Koi.

Should there be an issue with the health of the Koi when it arrives with you, this needs to be reported to us Immediately, and sufficient photographic and video evidence needs to be given to us before any refund can be issued, for example if the box is damaged please take a photograph prior to opening the box, a photograph and video of the Koi in poor health before the bag is opened, and also afterwards.

AREAS WE DELIVER LIVE FISH

We deliver to all mainland postcodes, but please read the details below before placing an order.

Live fish cannot be shipped internationally or to postal code areas that cannot be reached within a timeframe that compromises welfare in transit (subject to change).

England:

We can ship to all parts of the UK but are limited to the Isles of Scilly and other tidal areas such as Barrow-in-Furness and the Holy Island of Northumberland. We can also ship to the Isle of Wight. Congestion charges may apply for deliveries to Central London E1, EC, SE1, SE11, SW1, WC and W1 postcodes. Channel Islands and I.O.M:

There is currently no service to Guernsey, Jersey or the Isle of Man.

Ireland and Northern Ireland:

There is currently no service to Ireland or Northern Ireland.

Scotland:

We can ship to most of the Scottish Lowlands with limited service to the Highlands. We cannot ship to the following Scottish postcodes:

AB30-56, DD8-10, DG3-DG14, FK17-21, HS, IV, KA18-19, KA26-28, KA29-30, KW, PA20-78, PA80, PH3-50, TD, ZE.

Wales:

We can ship to all parts of Wales except postcodes LL35 to LL48.

SHIPPING/OVERWINTERING TERMS AND CONDITIONS

We will only release / ship Koi when ambient temperatures are within range suitable for fish. When purchasing Koi in colder months, we do offer overwintering free of charge for those with unheated ponds. This is generally until around the middle of April, unless previously agreed.

Whilst your koi is overwintering with us we will take very good care of it, should the unthinkable happen and the Koi seriously damages itself or a death occurs, we will replace the Koi with one of the same value.

KOI COLLECTION

We ask that you collect or take delivery of the Koi you have purchased within 14 days, (unless it’s overwintering with us), and give us at least 24 hours notice to do so.

We place a time limit on this for the reason of the welfare and upkeep costs of the Koi. If your Koi is still not collected without prior arrangements being made, we will have to apply charges of £15 per week per Koi. This also will apply to overwintered Koi after the agreed timespan has passed. Should we not hear from you after a period of three months, then that said Koi will be offered for resale, and you will not receive any money back.

RETURN OF DRY GOODS

Cancellation / Returns

• If you wish to cancel your order which have not been especially made, especially ordered, or shipped,  you can do so before dispatch.
• If you wish to return your products you can legally do so within 14 days of receipt of your products.  To do so please contact us at:  info@theoakskoifarm.com for authorisation and advise on best way to return such items.
• Products are to be returned in perfect condition to:  Returns Department, The Oaks Koi Farm, Dowbridge, Kirkham, Preston, PR4 3RD.
• Returning products is done so at your own risk and cost.
• The products being returned must be securely packed to avoid damage, include contact information and if online order, please include order number.  We recommend returning the products by recorded delivery or DX / APC /or  DPD.
• We do not accept responsibility for goods returned by a customer to us, but which are not received.
• We will refund all sums paid by you, less delivery charge, items can be returned to the shop in person with prior arrangement.
• Return of goods after 14 days is at our own discretion. Please contact us for further information.
• Goods are not allowed to have been used or tested.
• We process returns as quickly as possible.  Please allow 7-14 days for us to handle your product return.
• This refund policy does not affect your statutory rights.
• Products that are especially made or ordered cannot be cancelled or returned for refund unless faulty or damaged.
• WE CANNOT ACCEPT ANY RETURNS ON KOI DUE TO OUR BIOSECURITY POLICY.

 DAMAGED ITEMS

If an item is damaged in transit we require the following:

Notification at the time the order arrives with you.

A picture of the box it was shipped in.

A picture of packaging.

A picture of label on the box.

A selection of pictures showing the damage.

The Consignment / Order number.

WARRANTY & RETURNS POLICY

• Products that carry a manufacturer’s guarantee can be returned, if faulty, to us for exchange during the warranty period.
• If you feel the product is faulty please contact us at:  info@theoakskoifarm.com for authorisation and advise on best way to return items to us.
• Products are to be returned to: Returns Department, The Oaks Koi Farm, Dowbridge, Kirkham, Preston, PR4 3RD.
• Returning products is done so at your own cost and risk.
• We recommend returning the products by recorded delivery, DX, APC or DPD.  Please include your contact details within the returned items.
• We do not accept responsibility for goods returned by a customer, but which are not received.
• Upon receipt of the faulty product our returns team will test/inspect the product or send back to the manufacturer.  We aim to keep you informed along this process.
• If the product is found to be faulty we will ship a replacement via our courier at no extra charge within the UK.
• If the product is found not to be faulty then a £8.95 postage and handling charge will be payable before we return the product to cover our costs.

DELIVERY TERMS & CONDITIONS

• “Next Working Day” refers to weekdays and excludes weekends and Bank Holidays.
• Next Working Day delivery is available on all in stock items if ordered before 1pm on a working day unless stated.
• Orders received after 1pm on Thursday, a weekend or bank holiday will be dispatched on the next available working day.
• The Oaks Business Group Ltd – T/A The Oaks Koi Farm will not be liable for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers.
• We cannot accept any liability involving third party contractors, and would advise that no arrangements be made for installation until you are in receipt of your order.
• Goods must be signed for upon delivery and any damages / shortages reported to The Oaks Koi Farm within 24 hours of receiving them.
• Whilst the majority of all our orders are dispatched the same day or the following working day, we are unfortunately unable to fully guarantee that all orders will arrive on time. We use a professional licensed courier, but please understand sometimes delays can occur.