In order for us to process a return, please email us with your invoice number and we will email a copy of our returns form which has all the information you need.
You have 7 days from the day of purchase to return unwanted goods for a refund. If you return within that time scale we will refund the cost of your item excluding any postage.
After 7 days and up to 14 days (from the day of purchase), you can still return the goods but we only offer a credit to your Aqua Essentials account. After 14 days we do not accept returns.
Note about returning goods: When returning goods, they have to be in perfect condition, unused and arrive with us in perfect condition.
Goods that are damaged in transit are not accepted. If that is the case then no refund/credit applies. All goods being returned remain the risk of the customer until we have received them. Choose whichever postage method suits you most. We do not refund/credit for postage.
Exceptions to the returns policy:
We cannot accept returns of aquatic plants, livestock or food in any circumstance.
Special order items (i.e. those not held in stock) are non-returnable items and are not subject to our returns or refund policy. If there is a delivery time scale on a product description, this indicates it's a special order item.
Faulty products are always replaced with the same model. No refunds are made when returning faulty products.
If you purchase a product that becomes faulty after 7 days, the only option is a replacement (assuming it's within the guarantee). Once the product is returned to us, we will first test to check for faults. If a fault is found a replacement will be made and the maximum postage cost we will credit your account with is £2.99 (so you can choose to return whichever way you prefer). If the product is found not to be faulty, we will then return the item back to you and there will be a cost of £2.99 for postage and packaging. This payment will need to be made before the item is returned to you. If an item is returned as faulty and in warranty and our wholesalers no longer stock the item, the only option will be a credit made to your Aqua Essentials account. No refunds will be made.
Please be sure that you have read all of the above information - there's nothing worse than dealing with a customer who decides to use 'their own returns procedure' - this causes many problems and frustrations on both sides which is why we have made it very very clear how the returns procedure works.