CUSTOMER CARE

Privacy Policy

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We will never share any of your details with any other companies or third parties. All online payements are secure

 

Availability

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All orders placed are subject to availability. In the event that an item is out of stock please contact us to request a lead time for delivery,. However, if you order something that is out of stock we will contact you by email or phone to advise you of this and tell you when it will be back in stock and organise it to be sent out at that point or organise a refund, or exchange,

 

Please check availability in all aquariums before purchasing.

Delivery Information
 

• All in stock orders placed before 12pm will be shipped the same day (excluding pallet deliveries & unless otherwise stated). Your order will be shipped via the delivery method selected at checkout. If a named day delivery has been selected your order may be held by our warehouse team ready for dispatch the day prior to that selected.
   

• If your order contains an item that is out of stock or an item that needs to be ordered in for you, we will always aim to ship your order on or before this date. If for any reason your order encounters a delay we will contact you via telephone or email to discuss.
   

• Upon your order being shipped, you will be notified via email. Following on from this you will receive a email providing you with your tracking details. Please note that tracking details may not be available for pallet or direct from manufacturer deliveries.
   

• Please be aware that ALL PALLET deliveries will be a curbside drop. If the items you have ordered as large or heavy we would advise that you have someone one hand to help you into the house with your goods. 
   

• If you require goods to be shipped on a certain day please email us to arrange this.
   

• Please note that all services rely on third-party couriers to deliver on time and in good order. We will of course do our best to ensure that your delivery arrives when stated at the time of purchase, however, we can not be held liable for delays caused by the delivery company. 
   

Cancellation Policy

You have the right to cancel an order within 14 working days of receipt unless it is a special order by request or bespoke aquariums. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 14 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. 

Please note any special orders are non returnable unless deemed faulty and are only subject to a replacement. No refund will be given.

Replacement Policy

If faulty 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 in line with our Returns Policy.

We will not refund shipping & delivery costs and any goods returned will be at the customer's own expense and risk.

Where goods are returned to us 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 manufacturers warranty and are sold as seen. 

Manufacturers Guarantees

We work with the manufacture's to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period.  We will not refund postage costs for guarantee/warranty returns.  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. We cannot replace glass bulbs/tubes.

Electrical Equipment

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 manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of good 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 is 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.