Your Statutory rights are not affected by any of the following terms and conditions.
Returns & Refunds:
LONG DISTANCE COOLING-OFF PERIOD:
When buying long distance (from our website or over the telephone) under the EU long distance selling act you have a 14-day cooling-off period after delivery which includes a full refund for the price of the goods.
When buying products in our store over the counter you are subject to the terms and conditions displayed at the store entrance and on your receipt. Purchases made in store do not have a cooling-off period. If you return an electrical item of any value, we may need to retain this for further testing for a period of 24 hours or more, before confirming the item is faulty and getting back in touch with you. Should you not live locally we will offer to post the fixed / new item to you so you are not out of picked due to the further testing required.
LONG DISTANCE LATE RETURNS:
Unused / unwanted items which have been purchased long distance (website or telephone orders) and are returned after the 14-day cooling off period may not be accepted. They will be subject to full testing to ensure they are unused and not damaged. Your refund will be deducted the cost of the outbound postage and also a 10% charge for testing and inspecting and administration. We have the right to refuse to take the items back after the 14-day period has passed.
We will gladly exchange goods which are faulty during the warranty period. If you encounter a problem with your product please notify us as soon as possible either by telephone, email or letter. Any breakages or damage to the item following delivery must be reported within 2 days of receiving the goods. This includes items bought as presents (please inspect all items when they arrive). If we are unable to solve a fault by telephone we will require you to send the product back to us. We require you to describe exactly what the problem is. If the product requires repair or replacement, we will need to inspect the product. In the case of the item not being faulty it will be returned to you. Under the EU Distance Selling Directive which came into force in October 2000 you are responsible for any costs incurred returning products to us. Under the same act, we are responsible for the cost of returning repaired or replacement goods to you.
Faulty items will be either fixed or replaced for a new product if deemed faulty by the manufacturer when tested, we will not issue refunds for returned faulty products.
Red Sea products - For all faulty Red Sea products, you must contact Red Sea technical help who will assist you directly - We will not be able to help you as Red Sea operate a managed technical help / return department for UK customers.
TMC products - Any faulty electrical TMC product will have to be returned to us, and then we return this to TMC for their technical team to test and feedback to us. This may mean that your TMC product is away for 1-3 weeks depending on the issue and the item returned. We are unable to help speed this process up, and it is the same for all UK TMC dealers.
MISSING / DAMAGED RETURNS:
When we receive returned goods we will inspect them for missing or damaged parts. Under UK trading laws we reserve the right to make a deduction from any refund due to you, for the whole value of the missing, damaged or consumable item.
If we send an item out, and it cannot be delivered and is returned by the post office or carrier, and this is not the fault of the post office, carrier or ourselves, we will not send the item again until the postage cost is paid for the second delivery.
Also, if the item cannot be delivered and the fault is not of the post office, carrier or ourselves and a refund is requested, we will refund the price of the item but will charge for the outward postage cost in full and any cost incurred in returning the item to ourselves in full (the term "in full" is calculated as being the full carriage cost charged to ourselves by the carrier company). If these goods are still required, we will not despatch them until the full carriage costs have been paid from the original failed delivery.
If we need to send a replacement part or item to you, the replacement item will NOT be despatched until the original item has arrived back with ourselves. If the replacement item is required urgently we will take payment for the replacement (second) item and despatch this immediately. Once the original item has arrived back with ourselves we will refund the second payment in full. Under the EU Distance Selling Directive which came into force in October 2000 you are responsible for any costs incurred returning products to us. Under the same act, we are responsible for the cost of returning repaired or replacement goods to you.
WE DO NOT:
We do not refund delivery charges for items which have been delivered using our own van transport - Glass Tanks, Glass Vivariums, Wooden Cabinets, Wooden Vivariums, Wooden Hoods.
We will not accept returns for certain items if they have been opened / built as they can not be re-sold as new (cabinets, vivariums, affinity ponds, filters, dosers, aquariums which have been setup, filters which have had water through them or parts opened). If any part of the kit delivered with these products is faulty (such as a power pack, bulb or panel), it will be tested (if electronic) and replaced for you under warranty, but the entire product will not be accepted back as a return for either an exchange of refund. Any of these items fall outside if your standard return rights as they can't be re-sold as new once opened.
Ordering perishable goods via the internet is at your own discretion. Our perishable goods are packed so that they arrive in a good state 36 hours after despatch. If no one is available to receive perishable goods when the delivery is made and the items are returned to the delivery depot we will not refund the items. We do not refund delivery charges for perishable items at any time. All our frozen food is gamma radiated and fine to freeze is slightly defrosted upon delivery.
Refunds under the 14-day cooling-off period (the item have not been used) will be made within 14 days of the goods arriving back to ourselves. Refunds for damaged or faulty goods will be carried out within 7 days of receiving the items back to ourselves, allowing us time to inspect and examine the returned goods.
If you are returning any item(s) due to changing your mind after they have been delivered, we will not refund any original postage charges. We also we do not cover the cost of returning these items to us.
COST OF RETURNING GOODS:
Under the EU Distance Selling Directive which came into force in October 2000 you are responsible for any costs incurred returning products to us. Under the same act, we are responsible for the cost of returning repaired or replacement goods to you.
If we refund any returned delivery costs they should be sent at normal postage rates. We do not refund special postage rates such as special delivery, Saturday delivery charges or timed delivery charges. These are bought as at your choosing and at your own cost.
REFUNDING DELIVERY CHARGES:
We are happy for you to return most items to us within 14 days of them being delivered if you change your mind. We will issue a refund usually within 3 working days of the item(s) arriving back into us, please be aware that we will refund the total amount for the items returned, minus the original delivery charge (to ourselves) of either £3.49 or £6.50 depending on the courier used to despatch your original order. We don't refund the original delivery fee, as couriers will not reimburse us for the original delivery to you.
RETURNING ITEMS MADE FROM OR CONTAINING GLASS:
If you would like to return an item made from or containing glass, it is your responsibility to ensure it arrives back to us undamaged, if the item arrives back damaged in way that makes it not resealable as brand new, then you will not be refunded anything. We would recommend returning any glass item to our main store in your own vehicle and not by a courier. We do not recommend returning glass items due to the cost and risk it involves.
Please return any items to the below address:
20 THE CIRCLE,
Please ensure you include your original order number (starting with 0000), date of purchase and a brief summary of the issue along with desired outcome inside the parcel, so we are able to process your return quickly. If any of this information is missing it may result in a delay processing your return.
We aim to either despatch a replacement for your return, or contact you in regard to further information on the return within 2 working days of the parcel arriving back into us. During peak periods it may be up to 5 days.
Please ensure you have emailed us or completed a contact form to return any items before doing so, in order for us to raise a return note for you.