Returns Information

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 optionally your reason for return. We will respond with further details and returns advice.

Return Conditions

Unwanted Items

  • Customers are within their rights to return any unwanted item within the first 30 days of receipt of the item, so long as that item is not exempt from returns. Customers must return the goods at their own cost in an unused and re-saleable condition in their original packaging.
  • Any items returned without first obtaining a confirmation email and RMA number from customer services may experience delays in processing and any applicable refunds.
  • Until the package is received by us at our premises, the customer is responsible for any loss or damage to the items. 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.
  • Please ensure that the items are securely packaged. For lighting tubes we advise reusing the strong cardboard tubing the products were originally sent to you in. We advise using a tracked, insured postage service for your items, as we cannot accept any liability for any items lost or damaged in transit back to us.
  • Once we have received the items, we will notify you and refund the purchase price within 14 days so long as they meet the terms of return stated.
  • We regret that any unwanted items received back in a used or non re-saleable state, or missing any parts, or missing the original packaging cannot be refunded. In cases where a refund is issued we reserve the right to make a deduction from any applicable refund if the value of the returned item(s) have been reduced by the customer's handling.
  • Some items cannot be returned as unwanted items. These include, but are not limited to any cut-to-size items such as tubing / pipework, cut-to-size liners, cut-to-size filter media.

Faulty & Damaged On Arrival Items

  • Customers must contact our Customer Service Department as soon as possible if an item is received in a damaged condition. If faulty or damaged goods are received, you must notify us within 14 days of receipt of the item(s). Please take photographs of the damage and the packaging the item(s) were received in as we require this for courier claims and proof of damage.
  • Items that have developed faults within the warranty period will be required to be tested to verify the fault and to identify any repairs that can be made. Warehouse Aquatics will cover the postage cost of faulty goods back to our warehouse for testing within this time period. If a product is returned as faulty but no fault is found, or the fault found is not covered under the manufacturer's warranty (including but not limited to wear and tear parts such as impellors) the customer will be liable for the costs incurred by Warehouse Aquatics.
  • Some items including but not limited to glass tubes / bulbs, T8 fluorescent light tubes and T5 fluorescent light tubes, impellors, O-rings are considered consumable items. Consumable items are not covered by a manufacturer warranty unless otherwise stated on their product page and we cannot replace such items unless they become faulty within the initial 30 day period.
  • Glass aquariums must be installed on a purpose built aquarium cabinet or stand, or other suitable flat surface with a surface at least same or larger than the footprint of the aquarium. If your aquarium is found to have been installed on an unsuitable stand or cabinet, installed on an undersized surface or lifted from it's stand whilst filled with water, then this will void your warranty. See heading "Glass Aquarium Products" on our terms and conditions page for further details.

Full terms of sale are available on our terms and conditions page

Your statutory rights are not affected by our returns policy.

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