- Once your order is placed you will receive an email confirmation followed by tracking information. If for any reason your order encounters a delay, we will contact you via telephone or email to discuss.
- When your order is shipped, you will be notified via Email. Please be aware that all pallet deliveries will be a curbside drop. If the items you have ordered are large or heavy, we would advise that you have someone on hand to help you into the house with your goods.
- All deliveries (excluding pallets) over £100.00 will be shipped free of charge.
- All deliveries will be shipped with DPD.
- Please note that all services rely on third-party couriers to deliver on time and in good order. While we do our best to ensure your items arrive on time, we cannot be held responsible for delays or damages caused by the delivery company.
Returns, Cancellations and Replacements Policy
You have the right to cancel an order within 14 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation, during which time you are responsible for any loss or damage. Once received in a new and unused condition, we will refund the purchase price less the original carriage charges. If the goods arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.
If faulty or damaged goods are received, you must notify us within 14 working days. Where possible replacement parts will be dispatched and where not possible, we will ask you to return the goods to us. If a fault develops within the first 14 days of ownership, we are happy to arrange pickup of the goods. In all other instances, the return postage will need to be covered by the sender. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us.
You will need to agree a delivery service with us prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for goods returned for any reason other than faults and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in your purchase, then you will need to return the goods to us and if you have received free shipping, we reserve the right to deduct all postage fees plus a restocking fee.
You must fill out a Returns form which will be provided by a member of our customer services team. Once we have verified the damage, we will supply replacements as required. Where good returned to us are in good working order, we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturer’s warranty and are sold as seen.
We work with the manufacturer to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufacturer’s guarantee if the goods are returned to us within 14 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery.
Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturer’s wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of goods under these circumstances requires the agreement of the manufacturer, and where goods returned are deemed to be in good working order by the manufacturer, we are unable to offer a refund and may charge return postage. We withhold the right to repair any electrical goods and a replacement will only be issued if the manufacturer or UK distributor decides this is necessary. Customers may be asked to return items to us for repair or replacement, we cannot be held accountable for collecting faulty goods.