Refund policy
Returns policy
To return goods you need to use our Track a Return facility. Goods being returned for testing must be sent at your own expense. We will only refund postage fees if the order arrives damaged or becomes faulty within the first few weeks. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery 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.
Item Should be in the Original Box unopened and unused with a resaleable condition. Restocking fees of 20% of the total order value charged and postage responsibility is on buyers until item received in good condition. No refund will be issued if the item does not meet the above condition.
Glass Aquariums
In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your glass aquarium. It is therefore essential that you are satisfied that your aquarium is in good condition at the time you take delivery. If the aquarium is damaged you should contact us immediately. We will assess the damage and either arrange for replacement parts or replacement goods. If we are notified after the aquarium has been signed for delivery as being in good condition we will be unable to replace the aquarium.
- Warranties are made null and void if any aquarium has not been positioned on a fully supported flat level surface, with a layer of polystyrene at least 10mm thick between the aquarium base and the surface.
- Any cabinet, stand, racking or similar not constructed by and purchased from us must be suitable for purpose, be of solid construction and offer support to the whole base and particular to stress points (edges and corner points). It is the customer’s responsibility to ensure that this is the case – any damage resulting from the use of a stand not constructed by us is not covered by the warranty.
- Aquariums are only used for their intended purpose, i.e. the holding of ornamental aquatic life and reptiles in the case of vivaria / terraria. Any other use is excluded from any warranty.
- Any structural alterations made to any aquarium by anyone other than ourselves will invalidate any warranty. This includes the drilling of holes.
- Only cleaning products specifically designed for the maintenance and cleaning of glass aquaria are used – the use of any other products will invalidate the warranty.
- Damage due to wear and tear, accidental damage, neglect, earthquakes, flooding and other force majeure events is excluded from warranty.
- Glass aquarium sliding covers are not covered by any warranty.
- The breakage of glass panels is not covered by the warranty.
- Pipework and plumbing is not covered by the warrant
- On-site builds should not be moved without first seeking advice from us
- Warranty is not transferrable
- Any Aquarium like a home furniture is the customer's risk putting in their house as damages caused by water,glass, electrical and equipment to house or fitting is not covered, it is the home owner or tenants responsibility to have insurance in place to cover.
- As an Aquarium with water and glass weight is heavy for example a 200ltr aquarium with glass,cabinet and substrate along with water can weigh approx 250kg, it is the customers responsibility to check their flooring is structurally suitable to take the weight of their Aquarium.
- Bespoke Aquarium are supplied by Tropical Marine Aberdeen from a tank manufacturer at the time of the order based on customer need, we use various tank manufacturer available at the time of order
Cancellations
You have the right to cancel an order within 14 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Once received in new and unused condition we will refund the purchase price less the original carriage charges. If the good arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.
Returns Policy
Returns policy
To return goods you need to use our Track a Return facility. Goods being returned for testing must be sent at your own expense. We will only refund postage fees if the order arrives damaged or becomes faulty within the first few weeks. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for goods 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.
Orders and Returns
Who should I contact with any queries??
We are always happy to help, in person, on the phone, by email or through the website. You Can Find Our Contact Information Here.
How do I track my order?
Once your order is placed we will send the tracking number and link to the preferred method of contact chosen while placing the order either via email, text or phone.
How can I change or cancel my order?
Contact us immediately no later than above postage cut off, once postage booked customer can cancel the order however there will be a service charge of 10% of the order total.
