We want you to be happy with everything you buy from us. This policy explains how to return an item and what you can expect. It’s part of our Terms and Conditions and doesn’t affect your statutory rights.
Changed your mind?
If you bought online, you can cancel your order for any reason within 14 days of receiving it.
- Tell us within 14 days of delivery. Email info@uk-aquatics.com or call 01253 866011 with your order number and the items you’re returning.
- Send it back within 14 days of telling us, to: UK Aquatics, Unit 2, Butts Close, Thornton Cleveleys, FY5 4HT. You can also drop it off at our shop during opening hours.
- Pack it securely, ideally in the original packaging, and use a tracked service. Items are your responsibility until they reach us, so please keep your proof of postage.
- Return postage is paid by you when you’ve changed your mind.
- Condition: you can open and handle items as you would in a shop to check them. If something has been used, installed, or had its packaging damaged beyond that, we may reduce your refund to reflect the loss in value.
Items we can’t take back unless faulty
For health and hygiene reasons, we can’t accept change-of-mind returns on:
- frozen and other perishable food, once it has been dispatched
- live plants
- treatments, medications, test kits and reagents once the seal has been broken
- items made or ordered specially for you
If any of these arrive faulty, damaged or wrong, you’re still fully covered — see below.
Refunds
- What you get back: the price of the item and the delivery charge you originally paid. If you return only part of an order, we’ll refund the delivery charge only if you’re returning everything.
- When: within 14 days of receiving the item back, or of you showing us proof you’ve sent it — whichever is sooner. In practice we usually process returns within a few working days.
- How: to your original payment method. Klarna payments are refunded through Klarna.
- No restocking fees. We don’t charge handling or restocking fees on returns.
Faulty, damaged or wrong items
If something arrives damaged, is faulty, or isn’t what you ordered, we’ll put it right at no cost to you.
- Tell us quickly. Please contact us within 48 hours of delivery for damaged or missing items, with your order number and photos. For faults that appear later, contact us as soon as you notice.
- Within 30 days of delivery you can reject a faulty item for a full refund.
- After 30 days, we’ll repair or replace it. If that isn’t possible, you can have a refund or a price reduction.
- We cover the cost of returns for faulty, damaged or wrong items, and will arrange a collection for larger items.
- Testing: we may test an item to confirm the fault. If it turns out not to be faulty, we’ll let you know before sending it back.
- Frozen food that arrives thawed: contact us the same day with a photo of the packs and we’ll send a replacement or refund. You don’t need to send the food back.
- Manufacturer’s guarantees are in addition to these rights, not instead of them.
How to cancel and contact us
You can cancel by email, phone or letter. If you’d like, you can copy this wording:
To UK Aquatics Ltd, Unit 2, Butts Close, Thornton Cleveleys, FY5 4HT, info@uk-aquatics.com: I hereby give notice that I cancel my contract for the sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [today’s date].
Questions about a return? Call 01253 866011 (Monday to Saturday 10am–5pm, Sunday 11am–4pm), email info@uk-aquatics.com, or message us on WhatsApp.
Last updated: October 2026