SHIPPING & RETURNS

SHIPPING POLICY

Delivery & Returns

Delivery

Sunny Bank Koi offer delivery on hundreds of products, for a flat rate of £4.95. There are some exceptions 

  • 3m lengths of pipe will be sold on a collection only basis.

  • Delivery price is quoted for delivery via our standard courier rate. Surcharges apply for Scottish Highlands, Scottish OffShore, Channel Islands, IOW, IOM, and N.I/Ireland. You will be advised before your order is shipped. 

  • Koi must be sent via APC overnight. Please select this option when checking out. You must give a day when you wish the koi to be delivered.

Returns 

If you wish to return an item, please contact us at your earliest convenience. All our items are new unless otherwise stated and are covered by manufacturers warranty for defects. If items are delivered damaged, please provide photos and we can arrange for the item to be returned/replaced. 

Made to measure or special order items, such as but not limited to, bottom drains, box welded liners, and filters are non-refundable unless faulty. 

No returns on koi under any circumstances. Please make us aware of any damage or dead on arrival. 

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Policies (Koi)

Online Koi Purchases 

Koi can be purchased online for delivery or collection. If you would like to collect, please choose the click and collect option, and contact us with an estimated collection date. Koi are delivered on Tuesday/Thursday/Friday, or for a surcharge they can be delivered on a Saturday. Please advise on purchase. 

Koi are shipped via APC, the only courier licensed in the UK to handle live animals. You must be available to receive the delivery. Koi leave our premises in excellent condition. We will not be liable for any damage caused in transit.

In Store Koi Purchases

Koi bought in store can be left to over winter if required. From October on, koi can remain onsite either in our controlled polytunnel or in our retail premises until March/April depending on weather conditions. All koi left on the premsises are at YOUR risk and must be paid for in full.  All koi on site are cared for in the exact same way, but livestock cannot be guaranteed. Gender, pattern, body shape, and damage are no longer our responsibilty once bought. 

Returns

Under no circumstances will any koi be returned to our premises. We operate a strict bio-security policy. All our koi come direct from authorised wholesalers & dealers where they have undergone a 4-6 week quarantine procedure, using a heat ramp process and regular scrapes and treatments for any parasites present.