Click & Collect products are only available to be collected from store and can not be posted out under any circumstance. We will hold all Click & Collect products for 7 days. If products have not been collected within this time they will be classed as returned without any refund.
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 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.
We aim to dispatch all orders placed before 2pm the same day and orders placed after 2pm on the next working day.
While we typically ship orders the same day or the following working day, as with any company that relies on couriers, we are unfortunately unable to guarantee a delivery date and time and that orders will arrive the following working day.
We cannot deliver livestock to the following: Shetlands, Channel Islands, Isle of Wight. Plus the following postcodes, AB,BT,DG, HS,IM,JE,KW,TD plus CA7/8/9/17/18/19/20/21, DD5+, EH43/44/45, FK8/ 17/18/19/20/21, GY9/10, KA26/27/28, KY9/10/16, LA10/17/18/19/20/21, ML12, PA20+, PO30+, TR21/22/23/24/25, PH1, PH3+, IV2, IV4)
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 new and unused condition we will refund the purchase price. If the goods arrive back in any less than the condition they were sent out in, they will be returned to you and no refund will be processed.
To return goods you need to use our returns form and we will contact you to acknowledge you are sending the goods back to us. Goods being returned for testing must be sent at your own expense. We will only refund postage fees if the order arrives damaged or becomes faulty within the first 4 weeks. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You need to agree a delivery service 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 other reason and we reserve the right to deduct our original postage cost from any refund applicable. If you have made a mistake in the purchase, then you will need to return the goods to us.
If faulty goods are received, you must notify us within 7 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. Once we have verified the damage we will supply replacements as required. Where goods 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 from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied.
We work with the manufacturers 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 7 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first 4 weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacture. Under no circumstances should goods be returned to us without prior approval. We can only replace glass items if we are notified within 48 hours of receiving the delivery and we cannot replace glass bulbs/tubes unless they become faulty within 14 days.