Refund’s will be given where fair and appropriate. The Buyer may not be entitled to any refund in the following circumstances: 

  • If they were told about the fault at the time of purchase; 
  • If they examined the goods before they bought them, were satisfied with their quality at the time, and should have seen the fault for themselves; 
  • If they did the damage themselves; 
  • If they change their mind.

However, as a sign of goodwill Denby Koi Ponds may offer a refund, a credit note or an exchange at their discretion.

Responsibility & Ownership

All articles remain the property of Cast and Pine Direct until payments are received in full.

Return of Goods Distance Selling Law 

Customers have a 7 Day Cooling off period after delivery to decide if they wish to keep there items you are entitled to return any item for any reason during this time. 

Any Items that are made to measure are non refundable and any items that are non stock items are subject to 20% restocking fee.

It is the customers responsibility to ensure our goods are kept in there original wrapping and all items have not been fitted or used in any way. 

Delivery costs to be paid by customer to return to us we can arrange collection at a cost to the buyer these costs vary by postcode please ring us to obtain collection quote on 01332 781461 before deciding if you wish to use your own return Company. 

Any Items to be returned buyers must send letter or email within 7 days from delivery date to get returns number so they can be identified on return to us any returned items without returns number will be refused. 

All moneys will be refunded 7 days (minus the original delivery charge) after delivery to our registered address and when items have been checked for damage and condition. 

Denby Koi Ponds will not be responsible for the Delivery costs of returning the items to us and we recommend using an insured service  .

Any Faulty items reported within 28 Days will be replaced at our discretion after the 7 day "Cooling Off Period".

None of the above Terms & Conditions affect your statutory rights under English law.

Any problems arising from incorrect installation are not covered under warranty.

Reigistered address for complaints and Returns

Denby Koi Ponds 

Unit 4 169 Cromford Road Langley Mill
01332 781461