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Terms of Service

New Forest Koi supply live fish and dry goods. www.newforestkoi.co.uk Contact details- New Forest Koi, Barrows Lane, Sway, Hampshire, SO41 6DD,  info@newforestkoi.co.uk or call us on 01590 682010. In placing an order with us we acknowledge your acceptance of our terms and conditions.

Koi Sales

  • All koi are sold on the understanding that you have a basic understanding of koi care.

  • For our individual koi for sale, the photograph of the fish shown is a photograph of the actual fish for sale. Our individual koi are photographed as they are brought into the shop from the farm and can sometimes change during their time in the shop. If the koi has changed in quality by the time an order is placed, we will send you an updated photo of the koi with the option to keep it, swap it for another koi of the same value or cancel the order.

  • For boxes of koi and koi fry the photograph shown will be a representation of what will be supplied and not the actual fish being shipped. The varieties listed in the mix are subject to change and unless stated otherwise in the listing we do not allow individual selection.

  •  Every effort is made to provide photographs that accurately reflect the koi being sold however colours of koi displayed on the website will vary on each computer screen or handheld device.

  • Koi are measured from the tip of their nose to the tip of their tail. Koi sizes provided on individual koi listings will be accurate to +/- 1cm.

 

Koi Fry Sales

  • Our koi fry are sold on the understanding that you have done sufficient research / have sufficient experience in rearing young koi.

  • Koi fry are to be kept separate from any other fish, including other batches of fry, and we will not be liable for any losses where they have been mixed. This includes the use of fry nets.

  • It is the customers responsibility to ensure that they have the appropriate set up for growing on young koi and are feeding the appropriate food for their age and size.

 

Delivery

  • We are only able to deliver to locations where the couriers can deliver the koi by 12pm. Regretfully this excludes parts of England and Scotland. If an order is placed and we are unable to deliver to your location, the order will be cancelled and refunded unless a new delivery address can be arranged.

  • Due to the packing costs involved, we have a minimum order of £30 (before delivery charges) on livestock orders. Delivery is charged at £30 for the first two boxes and £5 a box thereafter. Quantities of koi per box is at our discretion.

  • Once an order has been received, we will send you an email with a confirmed delivery date. It is your responsibility to check your email including your junk email folder to find your delivery date. If you have not received an email within 24 hours of placing your order, please contact us ASAP using the contact details below.

  • Once we have despatched the fish it is the customers’ responsibility to make sure they are at home to receive the fish.

  • We cannot be held liable if you are not in on the day to receive the fish. If you are not there when the driver arrives, they will be returned to New Forest Koi and you will need to rearrange the delivery at extra cost.

  • An adult must be present to sign for the delivery.

  • Live koi are usually delivered between 8am and 12pm however there are sometimes delays out of our control due to weather, traffic, staff shortages etc. so this is not guaranteed.

  • All fish will be inspected prior to packing to ensure they in healthy condition and fit for sale.

  • If your fish do not arrive in good health, you must inform us immediately upon delivery. Sufficient photographic evidence will be required before any refund can be issued. If there are losses on arrival the koi must be photographed before and after the bag is opened.

  • It is the customers responsibility to inform us of any losses or health issues that arise after delivery, alongside photographic evidence. If a customer contacts us later than 2 weeks after delivery, we will not be liable for any losses. 

  • It is the customers responsibility to ensure that the environment that their new koi is being introduced to is suitable and well maintained.

 

Payment

  • Payment must be made in full before any order can be confirmed and shipped. We do not offer credit.

  • Payments can be made by debit / credit card over the phone on 01590 682010, through paypal or through our website.

  • We reserve the right to increase our prices to reflect any increase in our costs.

  • Prices are as stated on the website at the time of ordering and payment.

Cancellations

  • Orders can be cancelled at any time prior to the date of dispatch. The date of dispatch will be the day before your confirmed delivery date. We cannot cancel an order once it has been shipped.

  • Orders cancelled prior to shipping will be refunded in full.

Returns

  • We do not accept returns on live koi for biosecurity reasons. If your fish do not arrive in good health, you must inform us immediately upon delivery. Sufficient photographic evidence will be required before any refund can be issued. If there are losses on arrival the koi must be photographed before and after the bag is opened.

  • It is the customers responsibility to inform us of any losses or health issues that arise after delivery, alongside photographic evidence. If a customer contacts us later than 2 weeks after delivery, we will not be liable for any losses. 

Collections

  • At least 24 hours’ notice is required for koi collections from the shop.

  • Any boxes of koi available on our website must be pre-ordered at least 24 hours in advance of collection. These are not available for sale directly in store.

  • All individual koi displayed on the website are available in store and can be viewed at any time during opening hours.

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