Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.legislation.gov.uk/uksi/2000/2334/contents/made
We will be happy to replace any items that have been damaged by our couriers (APC or Royal Mail) on their way to you, or any item that develops a fault covered by the warranty. However, we also allow customers to return entire orders they don't want, or return individual products that don't meet their requirements. The only stipulation is that the products you want to return haven't been used, reach us in saleable condition within 15 days of receipt and that you've had your return authorised by us before sending the item back.
If you need to return an item that's arrived damaged we will cover all costs.
WARRANTY Claims - Please be aware that some manufacturers require the goods being sent to them direct - it is essential that should you have a warranty issue that you contact me for guidance on where to send. If the claim occurs with in 12 weeks of purchase all your costs will be covered - between 12 and 52 weeks manufacturers will cover the cost of return of repair or replacement to you. Like wise extended warranty periods.
UNWANTED - If you change your mind and want to return an unwanted product or order all costs must be met by yourself. Since you're responsible for the safe arrival of goods you return to us yourself, we recommend packing the item carefully and using an insured service. Under 2kg use "Royal Mail" retain your proof of posting and makes sure you get insurance cover to the value of what is being returned - Over 2kg we would suggest a signed for courier, or Parcel Force 48 hour, again retain all documents until your refund has been processed.
We do not charge a "re-stocking" fee for unwanted items returned as above, so long as they are in their original manufacturers packaging "un opened" - if the packaging is "opened" we will at our disgression charge the cost of replacing this packaging so the goods can be sold as new. Refunds are processed same day back to the account used for purchase in full less the original P+P / shipping fee.
We're unable to accept returns for items that have been made to order, such as bespoke filters, products or spare parts that have been ordered especially for you, or for videos, books, live plants, unless they are faulty or damaged. We're unable to handle faulty products purchased elsewhere or those that are outside the warranty period.
WARRANTY periods commence from the invoice date - not the date that goods are first used.
LIVESTOCK - we are unable to accept returns of live fish under any circumstances. This is solely due to bio-security issues. Please do not commit to a purchase of livestock unless you are 100% happy to proceed.
FROZEN FOOD - perishable items cannot be returned, nor cancelled after dispatch 01254 232773 for further clarification.
Please always contact us with any issue before returning any items 01254 232773
All goods must be paid for in full prior to despatch. We reserve the right to decline any sale with out reason.