Returns & Refunds Policy
Aquassi Ltd – Aquascape Shop

1. Overview
At Aquassi Ltd, we are committed to providing high-quality aquascaping products. This Returns & Refunds Policy explains your rights and our procedures in line with UK consumer protection laws.

2. Your Right to Cancel (Consumer Contracts Regulations 2013)
You have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

• You must notify us within 14 days of delivery

• You then have a further 14 days to return the item(s)

• To cancel, email: info@aquassi.com

3. Eligibility for Returns
To qualify for a return:

• Items must be unused and in original packaging

• Items must be in a resalable condition

• Proof of purchase is required

4. Non-Returnable Items
The following items cannot be returned unless faulty:

• Live plants or perishable goods

• Custom or made-to-order items

• Opened or used products

5. Live Plants & DOA (Dead on Arrival) Policy
Due to the nature of live aquatic plants:

• Claims for damaged or dead plants must be reported within 48 hours of delivery

• Clear photos of the plants and packaging must be provided

• Plants must remain in original packaging until assessed

If your claim is approved, we may offer:

• A replacement

• Store credit

• A partial or full refund (depending on condition)

We are not responsible for damage caused by:

• Delayed courier services

• Incorrect care after delivery

• Extreme weather conditions beyond our control

6. Return Process

• Contact us at info@aquassi.com before returning any item

• We will provide return instructions

• Customers are responsible for return shipping costs unless goods are faulty or incorrect

We strongly recommend using a tracked service, as we are not liable for lost returns.

7. Refunds
Once your return is received and inspected:

• Refunds are processed within 7–14 working days

• Refunds are issued to the original payment method

• Original delivery charges are only refunded if the full order is returned

8. Faulty, Damaged, or Incorrect Items
If you receive a faulty or incorrect item:

• Contact us within 48 hours of delivery

• Provide photographic evidence

• We will offer a replacement or full refund, including delivery costs where applicable

9. Exchanges
We do not offer direct exchanges. If you require a different item, please return your original order and place a new one.

10. Late or Missing Refunds
If you have not received your refund:

• Check your bank account

• Contact your payment provider

• If unresolved, contact us at info@aquassi.com

11. Policy Updates
We reserve the right to update this policy at any time. Please review it periodically.

12. Contact Us
For all returns and refund enquiries:
📧 info@aquassi.com

Aquassi Ltd – Supporting Your Aquascaping Experience