Delivery & Returns
Below we outline our Terms & Conditions for our Delivery of Goods
Our Delivery Promise
Our desire is to see customers who purchase products online receive the same excellent service as we endeavour to provide in store. To this end, we have provided a system which will allow you to find the products you want, pay for them securely, and receive them in prompt fashion.
Just browse our product range, select the products you wish to purchase, and press the 'Add to Cart' button. When you have finished shopping go to 'Checkout'. New customers will be invited to create an account, and returning customers just have to login. Shipping costs are shown in the shopping cart and all major debit/credit cards are accepted. We offer secure payment gateway systems to give you peace of mind while shopping online with Exotic Aquatics Ltd.
At present, we only deliver within the United Kingdom & the Republic of Ireland, and do not deliver on Saturdays, Sundays or Bank Holidays. Time frames shown are subject to availability and cannot be guaranteed. Delivery can be made to the majority of UK addresses, but exclude all P.O. box addresses. Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), Freight Forwarders, international addresses or The Channel Islands (GY, JE).
At present, fragile items such as Aquariums and lighting tubes, are only available for store pick up. This will be indicated on the product page, and they will only be available for store pickup/reserve in store.
Next Day Delivery
Next day delivery is available to UK addresses up to 2kg in weight, excluding deliveries on Saturdays, Sundays and Bank Holidays. Delivery charges will be calculated at checkout.
Same Day Dispatch
For orders placed before 2pm, we aim to dispatch your order the same or next working day, and delivered to you within 1-3 working days for the UK, and the Republic of Ireland.
In some instances beyond our control, such as adverse weather conditions, please allow up to 7 working days for delivery in the UK and Republic of Ireland. If an item(s) is/are out of stock you will be notified immediately and have the option to cancel (out of stock items are usually dispatched within 14 working days).
If goods are not received within 21 days, contact us directly at email@example.com, and we will offer you alternative products to the same value or a full refund.
Any damages/shortages reported to us within 24hours.
We currently subsidise our delivery charges to ensure that you receive your products promptly, without large costs. Our single parcel weight is limited to 25kg, so if your order exceeds this, additional packages will be added to your order, and charges updated to reflect this. All orders up to £49.99 are subject to a standard delivery charge of £5.95. Single package orders over £30 are delivered free. Should your order exceed 25kg, then it is classed as excess delivery weight, and there are additional charges that will be calculated at checkout.
The Isle of Man, the Highlands of Scotland, and Isles of Scilly are all subject to additional delivery charges, and so the standard delivery charge is £16.95. Single package orders over £30 are delivered free. Should your order exceed 25kg, then it is classed as excess delivery weight, and there are additional charges that will be calculated at checkout.
Product Returns - Damaged Products
We pack orders as securely as we can to minimise the likelihood of damage during transit, but sometimes parcels do get damaged en route, resulting in breakage. If something in your order is damaged, please contact us with the details within 24 hours of delivery at firstname.lastname@example.org.
It is vitally important that you check items for damage, externally and internally, before signing for your delivery. In the event that an item is signed for and accepted, product replacement/refund may be withheld if damage is discovered after acceptance.
We will refund the cost of postage (up to a maximum of £5.95) in the event of an item arriving damaged or faulty.
Product Returns - Unwanted Products
If you wish to return or cancel your order within 30 days of receipt of your products please contact us at email@example.com. Products are to be returned unused and in original packing, to Exotic Aquatics Ltd. Unit 3, Block B, Prince Regent Road Trade Centre, BT5 6QR, Northern Ireland.
The products being returned must be securely packed to avoid damage to the product or the retail packaging. We recommend returning the products by recorded delivery using a courier service. We cannot refund postage for good returned for any other reason, and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees plus a restocking fee.
Exotic Aquatics Ltd. does not accept responsibility for goods returned by a customer, but which are not received, unless proof of delivery to us or receipt by carrier is supplied.
Product Returns - Damaged Products
Exotic Aquatics Ltd. denies any liability for any consequential loss caused by damaged or faulty items, delay in dispatch, or delays by carriers. In the unlikely event of a delivery not arriving on time, any extra delivery charge will be refunded. However we cannot accept any liability involving third party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.
Courier companies will attempt to delivery your parcel/s on two occasions (A card should be posted at each unsuccessful delivery attempt). If at this point a delivery cannot be made the parcel/s will be returned to the depot for collection by yourself.
If you wish to return your order, please do so within 30 days of receipt of your products by contacting us at firstname.lastname@example.org. Products that carry a manufacturer's guarantee can be returned, if faulty, to us for exchange/refund during the warranty period. All products still in guarantee will be tested upon return. If we accept the return of goods/cancellation of order (other than on the grounds of defect) then we reserve the right to make a handling, cancellation and restocking charge of 10%.
Should the product be returned, and after testing proves faulty, we will exchange the product like for like, and incur the costs of redelivery. Alternatively, we can offer credit to the cost of the item, minus delivery charges, to the customer.
Should a product be returned, and if after testing your product is found to be non-faulty, a charge of £20 will be payable to cover collection and redelivery before your goods can be returned.
Products that are especially made/ordered, or perishables (i.e. magazines, pond liners, plants, stainless steel products, videos, books etc.) cannot be returned for refund unless faulty/damaged.
We process returns as quickly as possible. Returns are typically handled within 7 days, but it may take longer if testing is required to confirm the presence of a fault.
This refund policy does not affect your statutory rights.
If an item(s) is/are out of stock you will be notified immediately and have the option to cancel (out of stock items are usually dispatched within 14 working days).