The following information outlines how and under what circumstances we issue refunds. Our refunds policy does not affect your statutory rights.
  • We will need you to send the item back to us and we will need to process and inspect the item before a refund can be issued.
  • We will send you a confirmation of the refund by email.
  • The refund will only be made in the same format as you originally paid for the item.
  • Please allow up to three weeks for a refund to be processed.
  • We will need to confirm the purchase date with you and may need a copy of your invoice to be sent back to us

Refunds may be issued for a number of reasons:

1. You are returning an item that is damaged or defective

If the item is being returned because of a problem on our part and in accordance with our returns policy you are entitled to a refund then we will refund the cost of the item together with any reasonable postage costs resulting from you sending the item back to us

We will check all items returned to us as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

2. You are returning an item within the 7 day cooling off period

By law, customers located in the European Union can return an item and withdraw from a sale within seven days from receiving the item. If this is the case and there has been no error on our part then we will calculate any refund due based as follows:

  • If the item you are returning is part of a larger order then we will refund the cost of the item together and refund any part of the delivery cost that is due.
  • If you are returning an entire order we will refund the order value together with the standard delivery charge for that order.
  • We will not refund any optional special delivery charges such as Saturday delivery or express delivery (overseas orders) applied to orders.
  • If we are asked to collect the item from you then we reserve the right to deduct the cost of the collection from any refund due.
  • We will not refund any costs incurred by you in returning the item to us.
3. You are returning an item after 7 days but before 14 days

At you may still return an item within 14 days and receive a refund. However we will only refund the cost of the item and will not refund the cost of delivery or return postage. If you request us to collect the item from you then the cost of this collection will be deducted from the refund amount.


To offer unrivalled levels of customer service and knowledge covering every aspect of the aquarium, pond and reptile hobbies.

We aim to provide extensive product availability and help you through each aspect of your new or existing hobby.

With decades of experience in aquatic and reptile keeping our pledge is to provide you with a professional and thorough service tailored to your needs.

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