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Shipping & Returns

Please see our Coronavirus announcement and how it affects customer services and returns.



Returns Procedure.

If you have ordered an incorrect item or have changed your mind, please follow our returns procedure below:

Send an email to [email protected] to let us know you want to return your item. Please include your name, order number and reason for return. We will respond with further details and a returns message to include.

 

Return Conditions:

Unwanted Items

  • Customers are within their rights to return any item within the first 14 days of receipt of the item. Customers must return the goods at their own cost in an unused and re-saleable condition. There are several postage options for returning goods to us:
    1. You can arrange your own courier of your choice and return the items to the address provided by customer services.
    2. For smaller packages we can offer a Royal Mail returns label. You simply print the label and attach it to the outer packaging. The cost of this, currently £3.50 would be discounted from the final refund.
    3. If you require collection from your home address, we can arrange a collection of the goods with a courier service. The cost of this would be quoted on request based on the dimensions and weight of your package, and cost would be discounted from the final refund.
  • Any items returned without first obtaining a confirmation email and RMA number from customer services may experience delays in refunds.
  • Until the package is received by us at our premises, the customer is responsible for any loss or damage. Please ask for proof of posting when returning items – this is required to protect your loss in the event that the items are not received by us at our premises.
  • Once we have received the items, we will notify you and refund the purchase price (excluding the original carriage charge) within 14 days.
  • We regret that any items received in a used or non-saleable state cannot be refunded.

 

Faulty & Damaged Items

  • Customers must contact our Customer Service Department immediately if an item is received from our courier in a damaged condition. We may ask for photos to prove to our courier that these items were received in this condition.
  • Warehouse Aquatics will cover the postage cost of faulty goods back to our warehouse for testing during the first 30 days after purchase. After this period of time, it is reasonable to assume that the goods were in good working order for 30 days and therefore the postage costs must be covered by the customer.
  • Items that have developed faults within the store warranty of 12 months will be required to be tested to verify the fault and to identify any repairs that can be made. If a product is returned as faulty but no fault is found, the customer is expected to pay the costs of shipping. In some cases, we may offer a new unit to replace the faulty unit. However, if a fault is not found, the customer may be charged for the new unit also.
  • In the case of the product being outside of the store warranty of 12 months but within a manufacturer's warranty, the goods must be sent at the customer's own expense and then tested. If the item is confirmed as faulty, Warehouse Aquatics will attempt to repair or source a replacement through the manufacturer. This process may involve increased delays as Warehouse Aquatics will be acting on behalf of the customer to resolve the issue with the manufacturer.
  • Any returns deemed to be outside of reasonable use, such as wear and tear, will not be refunded and return postage costs will be at the customer's expense.
  • Some items including but not limited to glass tubes / bulbs, T8 fluorescent light tubes and T5 fluorescent light tubes are considered consumable items. Consumable items are not covered by a manufacturer warranty unless otherwise stated on the product page and we cannot replace such items unless they become faulty within the initial 30 day period.

 

Shipping

We have a comprehensive range of delivery options to suit your needs:

See our delivery page for full information on our delivery options. 

Not sure how much shipping will cost? We can help.

If you are not sure how much your delivery will be, simply add the items required to the cart, view the cart and then enter your postcode or country in the estimate shipping box. You will get a list of all the shipping options available for this weight and size to your postcode.

Most items over £49 qualify for free delivery to mainland UK addresses. However, there may be a small surcharge for some heavy or oversized products due to their cost to ship.

© 2019 Warehouse Aquatics. All Rights Reserved.
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