Returns Policy

Returns & Refunds Policy 

We understand that there maybe occasions where you wish to cancel or return an order. If an item is unsuitable, we will offer a refund for any unused and unopened goods returned within 60 days of purchase.

  General Return Conditions

•    Refunds are issued for items returned in their original condition, excluding any original delivery charges.

•    Customers must notify us within 48 hours of delivery if goods arrive damaged.
•    If returning an unwanted item or due to an ordering error, the cost of return postage is the customer’s responsibility.
•    We are not liable for goods lost or damaged during return transit.
•    If goods are found to be in working order and not faulty we have the right to return the product.

Authorization & Eligibility

•    Returns must not be sent without prior approval.
•    Replacement parts or goods are only supplied where authorised by the manufacturer.
•    Items sold as used or ex-display do not include a manufacturer’s warranty.

Glass & Fragile Items

•    Damaged glass items must be reported within 48 hours of delivery to qualify for replacement.
•    Glass bulbs and tubes are only eligible for replacement if they become faulty within 14 days.

Electrical Equipment

Please note that aquarium equipment such as pumps, filters, and skimmers naturally produce operational noise. Manufacturer noise descriptions are relative and may not reflect exact decibel levels.
•    Returns based on noise concerns require manufacturer approval.
•    If the manufacturer confirms the item is functioning correctly, the product will be returned to the Original address.
•    We reserve the right to repair electrical items. Replacements are only issued if deemed necessary by the manufacturer or UK distributor.
•    Customers may be required to return faulty goods at their own expense when over 60 days.

Faulty Items & Warranty

•    If an item develops a fault within the warranty period, we will authorize a return where a repair or replacement can be issued. Refunds are not applicable.

•    Customers should report faulty goods within 7 working days of receipt.
•    Where possible, replacement parts may be sent before requesting a full return.
•    If required, items should be returned following our authorised returns process.

Inspection & Testing

•    All returned items are inspected upon receipt.
•    Goods returned in a damaged or non-resalable condition may not qualify for a full refund or exchange.
•    If necessary, items may be sent to the manufacturer for further assessment.
•    If testing confirms no fault, the item will be returned to you.
•    Some high-value items may be repaired rather than replaced, at the manufacturer’s discretion.

Repairs & Resolution

•    If a fault is identified, we will repair the item and return it promptly. 

•    If repair is not possible, a replacement will be issued using an our standard delivery service.
•    Warranty periods will not reset from the date the repaired or replacement item is dispatched and will remain from the Original purchase date.

Technical Support

If you experience any issues, please contact us before returning your item. Many problems can be resolved quickly with guidance or replacement parts. Providing detailed information and images will help us diagnose and resolve the issue efficiently.
Return Processing Time
Returns are typically processed within 1-2 working days from receipt; however, this may vary depending on the product or manufacturer.

Tracked Freepost Service

When using our Tracked Freepost Service a tracking number will be forwarded to the email address you provide on the form. When proceeding with the Tracked Freepost please note Royalmail will get the order back to us as soon as possible but this can take between 3-5 working days to be received in our warehouse.

If our Customer Service Agents proceed to book a collection on your behalf you have the right to ask for the tracking number. Our Customer Service Agents will then be able to pass this tracking information over to you. Please do note the 3-5 working day time frame will still take affect based on the day Royalmail collect your order. And once received by the warehouse the returns team will action your return. 
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We reserve the right to refuse a refund where returned goods do not meet the conditions outlined in this policy.