|
We want you to be totally satisfied with your online shopping experience.
We are happy to assist you with any return or refund issues you may have,
subject to the following conditions:
For ANY and ALL return or refund issues, you must FIRST notify us in writing
by e-mail, fax or post. (NB: NOT by telephone) Your correspondence MUST include;
your Order / Invoice Number, a description of the product you bought and the reason
for the return. We will then promptly write back to you explaining how to proceed
from that point.
In the case of goods received, but no longer wanted for whatever reason and
a request for a return / refund sought, within ten (10) working days from your receipt
of the goods, we will honour this PROVIDED that the goods are in their original packaging and
condition and you include proof of purchase.
In other words, the products are UNOPENED
and UN-USED. We must inform you that this is a non-negotiable issue.
If you are in any doubt about which product to order, please call us before you make a
purchase for some no-obligation friendly advice. The cost and responsibility of returning
the goods to us safely will be borne by you. Please send the goods back to us via
recorded or courier delivery, securely packaged to avoid any transit damage. We may help
you to do this depending on circumstances.
Should there be any missing parts or
damage, we reserve the right to make a deduction from any refund due to you, for the part
or whole value of the missing or damaged items.
In the case of faulty goods, we may EITHER; ask YOU to send them back to us (in their
original packaging) initially at your expense (and we will refund this to you upon their
safe arrival to us once confirmed that the goods are indeed faulty) or WE may arrange to
pick up the goods (at our expense) from you at a suitable time. We will then promptly send
you a replacement (at our expense) or give you a full refund, depending on what you
requested from us.
We regret that refunds will not be issued for products that are NOT returned with their
original packaging or show obvious signs of previous use, unless they are faulty and still
within the manufacturer's warranty.
Special Information Regarding Aquariums and Tanks
We regret to advise that we can not offer refunds on aquariums, tanks or cabinets /
stands after they have been delivered and accepted. If you require any advice or assistance
to insure you pick the correct product, please call or e-mail. If, for some reason, we have to cancel an order or make a refund to your card in part
or in full, we will do this promptly and contact you via e-mail or phone to inform you.
All refunds incur a £5.00 administration charge unless otherwise advised by The Aquarium Shop
Limited. Any refunds issued will only be credited to the Credit or Debit Card used for the
original purchase and will only be made after we have received and inspected the goods. There may be a 5-10 day delay between The Aquarium Shop refunding your card and it
actually showing up on your account, so please be patient as this is a process that the banks
control.
Specially ordered products or sale items may NOT be returned or exchanged unless faulty.
This Returns Policy does not affect your statutory rights.
|
