Returns and Refunds

Returns and Refunds

All customers have the right to cancel their orders under the The Distance Selling Regulations which gives consumers extra protection when buying online. Specific legislation here that applies is regulation of The Distance Selling Regulations.

You have the right to cancel the purchase of a good without having to give a reason at any time within the “cooling off period” of fourteen working days, beginning on the day after you receive the goods.

If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unles we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have canceled the contract.

We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

Once you have notified us that you wish to cancel the contract, any sum debited to us will be refunded to you as soon as possible and in any event within 30 days of your cancellation.

You will not have any right to cancel a purchase for the supply of any of the following goods:
  • for the supply of goods the price of which is dependent on fluctuations in the financial market which cannot be controlled by the retailer.
  • for the supply of good made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
  • for the supply of audio or video recordings or computer software if they are unsealed by you.
  • for the supply of newspapers, periodicals or magazines.
  • for gaming, betting or lottery services.

How to Return your Goods

To request an exchange / return, please follow the instructions within the appropriate timeframes. If you require further information, please email a member of the Aqua Aquatics Customer Service Team on who will be happy to talk you through the process.

Once we receive your query in writing, our Customer Service Team will call you to arrange collection and will also issue you with a Unique Customer Returns Number (CRN). At this point please advise if you wish to use our returns service or your own. If you choose to use our service, please advise on a convenient day for the collection to be made and we shall quote you accordingly.

Please ensure you package the goods up to the same standard they were received, making sure that no part of the product is exposed. Please label the outer packaging with your CRN number; failure to do so could result in a delay processing your refund.

When sending goods back to using your own carrier, we recommend you retain proof of postage and choose a tracked service and sign for service to guard against goods being lost by your couriers in transit. We recommend that you ensure the package is covered by adequate insurance in case of damage to goods whilst in transit, and most couriers/postal services will offer this.

Once your return is received and inspected, we will send you an email to notify you that we have received your item(s). We will also notify you of the approval or rejection of your refund.


Once your return refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This refund process shouldn’t take longer than 14 days from the day that you returned the item back to us.