At Aquassi Ltd, we aim to provide high-quality aquarium products and professional aquatic services. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains your rights and our procedures.
Nothing in this policy affects your statutory rights under applicable UK consumer protection laws. If an item is faulty, misdescribed, or not of satisfactory quality, you may be entitled to a repair, replacement, or refund.
If you wish to return an unused, non-customised item because you have changed your mind, please contact us within the applicable cancellation period. Returned items should be in their original condition, unused, and, where possible, in their original packaging.
Unless the return is due to our error or a faulty product, you may be responsible for the cost of returning the item.
The following items may not be eligible for return unless they are faulty or otherwise required by law:
Live fish and other aquatic livestock.
Live plants and other perishable goods.
Custom-built or made-to-order aquariums.
Personalised or bespoke products.
Items that have been used, altered, or damaged after delivery.
If your order arrives damaged or develops a fault, please notify us as soon as reasonably possible and provide details of the issue. We may request photographs or other information to help assess the claim.
Where appropriate, we may offer a repair, replacement, or refund in accordance with your legal rights.
Aquarium equipment such as filters, pumps, heaters, and lighting should be used in accordance with the manufacturer’s instructions. Damage resulting from misuse, improper installation, accidental damage, or unauthorised modifications may not qualify for a refund or replacement.
If you have booked an installation, maintenance visit, or consultancy service and need to cancel or reschedule, please contact us as early as possible. Refund eligibility for cancelled services may depend on the notice provided and whether work has already begun or materials have been specially ordered.
Once an approved return has been received and inspected, any refund due will be processed using the original payment method where possible. Processing times may vary depending on your payment provider.
Where stock is available, we may offer an exchange for eligible items instead of a refund.
Before sending any item back, please contact Aquassi Ltd with your order details and the reason for the return so that we can provide appropriate instructions and assist with the process.
If you have any questions about our Returns & Refunds Policy or require assistance with a return, please get in touch using the contact information provided on the Aquassi Ltd website.
