We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However this is not offered on live plants, return policy is within 24 hours of you receiving the plants

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 
including photographic evidence 

To start a return, you can contact us at sales@theaquaticstore.co.uk

If your return is accepted, We do not offer a returns label and any return will be at the buyers cost unless agreed with us

We require proof that the item has been sent back to us

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@theaquaticstore.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, we require pictures right away of the damage or damaged plants or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods such as fish food, liquids that have had the seal broken, electrical items that have been used and not faulty can not be returned.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to process a return/refund/exchange on the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Live food 

If for any reason royal mail/dpd is delivering later then planned on the estimated arrival date when you choose delivery payment 

Always use first class or track 24/48 hour 

Contact us right away so we can chase the delvery. If it is then dead on arrival email with photographic evidence for a refund or replacement 

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

If a package is returned to sender due to failure to collect, the customer is responsible for the return costs and a reshipment fee 

Use the Royal Mail App to specifically manage your own Safeplaces or tailor your delivery options before the parcel arrives. 

If you selected the Safeplace: If you designated a specific unsecured location (e.g., in the Royal Mail App), we and Royal Mail are not held responsible if it goes missing after delivery or not collected from said safe place