Returns Policy

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

Send an email to info@fishdenaquatics.co.uk 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.
• 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. The fish den 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
• 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.                                                                                                        
• Livestock

• Livestock orders must be signed for and will not be left in a safe place, therefore you must ensure that someone is available to accept delivery to prevent your order from being taking back to the sorting depot.

  Our livestock is delivered using DX Delivery, who deliver between 08:00-13:00. 

  You must not change the delivery date of your livestock order, if you do you will void your arrive alive guarantee and no claim will be allowed.

  Unfortunately, we are unable to post fish to Northern Ireland, Channel Islands and certain locations over Scotland due to DX couriers not being able to guarantee next day delivery. If orders are placed to these locations, they will be cancelled and refunded.

  The fish den aquatics  offer a, ‘Arrive Alive’ Guarantee on all our live fish. This means that should they arrive dead on arrival, we will refund the amount of said fish.

  Please note, the 1-hour guarantee period starts from when the parcel is signed for. We must be notified via email with a picture attached within this 1-hour period. We do not give replacements on fish, only refunds due to the minimum order for delivery.

  In the unfortunate event that an item is dead on arrival, you must follow the below procedure to prevent your claim from being declined.

  • You must contact us via email within 1 hours of receiving your order.
  • The email must contain a clear photo of the livestock in the original bag still sealed. The photo must be clear and show the entire bag.

  This allows us to review your claim and refund accordingly. Due to the nature of your purchase, if you do not make contact within 1 hours, refund claims will not be considered.

  Once your claim has been processed, a refund will be honoured for the cost of the item EXCLUDING the cost of postage, within 72 hours.

  Claims will NOT be considered if you miss delivery, and your order is taken to the sorting office. Returns are not accepted on livestock.

  Please be aware in the winter months delivery dates may change due to drop of temperatures to ensure safety of the fish, so please keep an eye on emails leading up to your chosen delivery date