Making a Purchase Making a purchase couldn’t be easier. Just browse our catalogue, select the products you wish to purchase and press the ‘Add to Cart’ button. When you have finished shopping go to ‘Checkout’. New customers are invited to create an account and returning customers just have to login. Shipping costs are shown in the shopping cart and all major debit/credit cards are accepted. We offer three secure payments systems,BACS, Paypal and Cash on Delivery to give us the widest selection of checkout options.
Delivery Information We aim to dispatch all stock orders received as fast as possible. We know that fast delivery is important to you but like all Internet retailers we rely on commercial carriers. We give an estimated delivery date in the cart and at checkout, but we are not able to guarantee a delivery date and time. We use National Mais for smaller packages, SCHENKER for our courier services. No pallet deliveries will be attempted until we have booked in a delivery date with the customer.
Stock Availability The status of your order can be checked on our site by logging in and going to ‘My Account’. Due to the size of our catalogue some items can become unavailable or discontinued; in this case we will contact you immediately to ask you how you would like to proceed. If you are unsure about the availability of a product then please either use the ‘Support’ page or call us on 0034670306208.
Pallet Deliveries All pallet service deliveries will need to be booked in before a delivery attempt is made. No order will be shipped from our warehouse if a date has not been requested or discussed with the customer. Once booked your order will be shipped via SCHENKER and an email confirmation will be sent with details of the pallet signature procedure. If the goods can not be be checked for damage upon arrival please be sure to sign the delivery paperwork as unread. Failure to do this may result in us being unable to provide replacements. Please be aware that ALL pallet deliveries will be a kirb side drop. Whilst some drivers may be willing to help load the goods into your home this can not be guaranteed.
Glass Aquariums In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your glass aquarium. It is therefore essential that you are satisfied that your aquarium is in good condition at the time you take delivery. If the aquarium is damaged you should contact us immediately. We will assess the damage and either arrange for replacement parts or a replacement goods. If we are notified after 48 hours of the aquarium being delivered then we will be unable to replace it.
Cancellation Policy 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 less the original carriage charges. If the good arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.
Returns Policy In the event that you need to return an item purchased we request that you first contact us to acquire a Returns Form. This form MUST be returned along with the product/s and all sections must be filled in. Any unwanted product/s must be returned to us within 14 days of purchase. These goods must be returned in a new, unused and resalable condition for a replacement or refund to be issued. We can not offer to cover any postage costs when returning unwanted goods. Goods being returned for testing must be sent at your own expense. If an item has failed within the first 30 days it may be possible to arrange a collection for this item (please speak to our customer service team to discuss this). Following this 30 day period items will be repaired or replaced under the manufacturers warranty terms and conditions. These items will need to be returned at your own expense.If an item arrives to you damaged or an incorrect item is received, please contact us within 14 days of receiving the item and our customer service team will be happy to advise on the best course of action.We reserve the right to deduct any original postage costs and charge a restocking fee if applicable.
Manufacturers Guarantees We work with the manufactures 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 manufactures 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 few 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.
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.
Returns Policy To return goods you need to use our Track a Return facility. 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 few 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 good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees plus a restocking fee.
Ex Display Warranty
Please note that any ex-display product purchased online or in store will not come with a warranty unless otherwise stated.
Security Policy Our site is regularly validated as complying with the PCI Data Security standard, so you can buy from us with confidence. We retain customer information solely to fulfil orders and to ensure successful delivery. Customer information is not disclosed to any other third parties. Cookies, where used, are only to keep track of the contents of your shopping basket. Credit card transactions are handled via secure services provided by Sage Pay and SecPay. We ensure security of data transmitted using SSL, which encrypts information during transmission. Please see below or more information about our secure payment gateways.