Returns and Refunds
Should you wish to return an item purchased from Aquajardin for any reason it is imperative that you contact us as soon as possible detailing the reason you wish to return the item. All items that we send out will have been checked for contents and to make sure they are not in any way damaged before they leave us. Should your item arrive broken and this appears to have happened in transit please make the delivery driver aware of this if possible and take some photographic evidence if possible.
Faulty Goods (Within 30 Days)
Should your product arrive and appear faulty or broken please let us know immediately. You have the right to return the product within a reasonable period of time, keep hold of all the warranty information for your product and your original purchase invoice.
We will aim to rectify the situation as soon as possible, however in most cases we will require the faulty or broken item to be returned to us for inspection, the cost of returning the item will be met by you and refunded immediately as soon as we receive the goods. Please arrange for the item to be returned by the most economical method and obtain a proof of posting.
Faulty Goods (After 30 Days)
Many items will be covered by a manufacturers warranty and we suggest you familiarise yourself with the length of the guarantee period offered and are aware of any exclusions within the warranty. Should any part of the warranty require you to complete a manufacturers guarantee form this must done promptly and with the required time period.
Should you experience a fault with your product after 30 days it may sometimes be quicker for you to contact the manufacturer for advice and instruction as to how to rectify the problem.
Should you wish to return the product to us please notify us first. We will require the item to be posted back to us at your cost with all relevant warranty and initial purchase paperwork. Once we receive the faulty item we will inspect it and either replace or repair it at our discretion, should it require further investigation we may need to return it to the manufacturer for further assessment. Should the product be deemed faulty and still under warranty we will replace the item as soon as possible with a refund for the return postage cost.
Should the returned item be found to not be faulty or not working due to neglect or inappropriate use we will return the item back and the return postage cost applied to you.
Unwanted Items
We hope that you will be happy with your purchase from Aquajardin but please be sure that you want the item before placing your order. Should you require further information to be sure the item you are buying is suitable please do not hesitate to get in contact with us first.
If you decide you do not want the item you have purchased please contact us first to advise us that you wish to return it, this must be within 14 days of the date you received your delivery. The item must be in the original packaging, undamaged and in a saleable condition. We will refund the cost of the item but this will not include any despatch or return postage costs and we suggest your method of posting is registered or signed for as we will not be responsible loss in transit. Any items that are retuned to us after 30 days may be sent back to you unless they are faulty.
Livestock Welfare
We appreciate that some of the items we sell are responsible for providing a life support system in either your aquarium or pond. Should your product develop a fault and a replacement is required quickly please contact us as soon as possible. We will arrange for a like for like item to be despatched and we will endeavour to do this as quick as possible but this must be paid for by you initially. On return of the faulty item we will arrange for an immediate credit of the item and postage costs. Please be aware that should you obtain a replacement product from another source we will not be held responsible for any related costs. Please be aware when purchasing your product that should there be a fault we cannot guarantee a replacement within a specified time period and will not be liable for any further costs or losses relating to the product failure.
Arrive Alive Guarantee
If the consignment has been accepted and signed for in the allocated time and only once the animal has been returned in the original, un-opened packaging we will issue a refund for the specimen(s) minus any shipping costs.
We do not except any responsibility for any animals once they have been delivered and have been signed for by you. This is due to the sensitive nature of aquatic animals and the varying conditions which may result in the ill health or death which is beyond our control.
Our returns and refund policy does not affect your statutory rights.
Any refunds made will be returned to the initial payment method.
