Terms and conditions

1. Applicability

These terms and conditions apply to all offers, orders and agreements concluded via the Bisoko web shop (bisokoaqua.nl) between the customer and Bisoko, Boven de Wolfskuil 3, 6049 LX Herten, the Netherlands.

2. Products

Bisoko supplies koi food and products for water care, pond maintenance and fish health. We describe our products, dosages and images as carefully as possible. Minor deviations, for example in the colour of the packaging or the pellet, do not entitle the customer to dissolve the agreement.

Our products are intended for ponds and pond fish and are not suitable for human consumption. Keep them out of the reach of children. Our fish health supplements are not veterinary medicines.

3. Prices and payment

All prices stated include VAT. Any shipping costs are shown before the order is completed. Payment is made via secure payment methods, such as iDEAL | Wero, Klarna, credit card (Visa, Mastercard), Apple Pay or Google Pay. Orders are shipped once payment has been received in full.

4. Shipping and delivery

Bisoko delivers in the Netherlands, Belgium, Germany and France. Orders placed on working days before 17:00 are usually shipped the same day; delivery normally takes 1–2 working days. Bisoko is not liable for delays by carriers. The shipping costs per country are listed on the Shipping & returns page and are shown at checkout.

5. Right of withdrawal and returns

The customer has the right to return the order within 14 days of receipt without giving any reason, provided the product is unused, undamaged and in its original, sealed packaging. Please report a return in advance via info@bisokoaqua.com, stating your order number. The cost of return shipping is borne by the customer, unless Bisoko made an error.

For reasons of hygiene and product safety, opened products whose seal or lid has been broken (such as feed buckets and bottles containing bacteria or liquids) cannot be returned.

After receiving and checking the return, we will refund the purchase amount within 14 days using the same payment method.

6. Liability

Bisoko is not liable for damage of any kind resulting from incorrect or careless use of the products supplied, such as overdosing, combinations that are advised against or failure to follow the instructions for use. Nor is Bisoko liable for damage to fish, plants or the pond caused by conditions in the pond over which Bisoko has no influence. Products must be used in accordance with the instructions on the label and on the website.

7. Warranty

Bisoko strives for consistent quality of the products supplied. In the event of a justified quality problem, the customer can contact Bisoko to discuss a suitable solution. The warranty does not apply in the case of incorrect use, incorrect storage (for example in direct sunlight or at high temperatures), expiry of the best-before date or damage due to external influences. If fish show signs of disease, we advise consulting a vet or koi specialist.

8. Complaints

Complaints about products or services can be reported via info@bisokoaqua.com. Bisoko aims to respond to complaints within 2 working days and, where possible, to offer a solution.

9. Privacy

Bisoko handles personal data with care. Information about the processing of personal data can be found in the privacy policy on this website.

10. Applicable law

All agreements and any disputes between the customer and Bisoko are governed exclusively by Dutch law.