Something has gone wrong!
The most important thing to remember if you have a problem with any goods we sell, whether you’ve bought them in-store or online, contact us as soon as possible and we’ll do our very best to sort things out.
If you do choose to phone, please note that all of our staff may be attending to customers in-store. If our answerphone picks up, please leave your name and phone number, and we’ll call back as soon as we can.
My stuff is broken!
Please read Which?’s article about the Consumer Rights Act to learn about the rights you have as a consumer.
If the item was broken on delivery, or develops a fault within 30 days of delivery, we’ll organise to collect your item and replace it, or give you a full refund. If we don’t have a replacement item in-stock, we’ll let you know how soon we can get a replacement.
Note that this does not apply to livestock or perishable goods such as frozen or live foods.
If your item breaks after 30 days but within the manufacturer’s guarantee, how we resolve the problem will depend on the type of item and the manufacturer. Please contact us as soon as possible, and we’ll work through the options for you. In most cases, we will repair or replace the item for you.
My fish or coral died!
We’ll work with you to get to the bottom of what happened and why. We’ll usually ask you to bring the fish or coral back to the store, along with a water sample from your aquarium.
I don’t want it any more!
We’ll happily exchange your purchase for another item or give you a credit note for the value of the item you want to return. Please note that the item has to be unused, and if you bought the item online, you will have to pay to send the item back to us. Most perishable items are excluded from this, but in most cases, we will usually be happy to exchange livestock.
If your purchase was made online, please see the next section for additional rights you might have.
I ordered online, the item isn’t what I thought it would be
If you bought your item online, and after receiving it, you can return your purchase for a full refund within 14 days of delivery.
Please note that the item has to be unused, and you will have to pay to send the item back to us. Please read our Terms and Conditions for full details of your rights.