Delivery Information
Orders dispatched Monday-Friday. Any orders placed after 2pm on Friday's will be dispatched the next working day (Monday). Orders are not dispatched on Bank Holidays or Public Holidays (UK).
If you decide that the product you purchased from us is not exactly what you were looking for, or is the wrong size, there is no problem returning it to us.
We will accept products back for exchange or a full refund as long as it is with its original packaging, receipt and the product itself unused or unworn. We cannot refund postage.
Our returns policy is flexible but we ask that items being returned are done so within 60 days of receipt and accompanied with a letter explaining the reason for the return, and the position of the fault.
Remember, before purchase, if in any doubt about size, colour or suitability of a product, you can email us with any queries about all of our products. Our staff are experts and will respond to emails quickly during working hours.
If for any reason your order arrives with a fault or it has been damaged during transit, send it back to us and we will send you a replacement.
Warranties
All the products we sell are covered by a manufacturers warranty, which will cover the product for faults and defects. This period of cover can vary, most items will be 1 year, but it is worth remembering that warranties do not cover general wear and tear. If you have an issue with a product purchased from Aquatics Revolution contact us first. Returned items with a warranty or repair issue should be clean and you will have to cover the postage cost back to Aquatics Revolution.
We are obligated to follow the manufacturers warranty procedures for any item and as a result, times for replacements and new parts may vary. We will stay in touch with you through the process and keep you updated to the best of our ability.
We ask that you send us as many images/videos of the issue as you can to make it as clear as possible for us and the manufacturer.
If you have any queries, please don't hesitate to contact us or read on for more info below.
Below we outline our detailed 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 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 Aquatics Revolution.
Same Day Dispatch
For orders placed before 12pm, we aim to dispatch your order the same or next working day, and delivered to you within 2-4 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 aquaticsrevolution.support@btconnect.com, and we will do our best to rectify the situation.
Any damages/shortages should be reported to us within 24hours of receipt of package.
Aquarium Delivery
You will be contacted to confirm a delivery day for your aquarium. It is your responsibility to ensure that you are present for the delivery of your aquarium. If nobody is present at time of delivery it will be returned to the warehouse and a rearranged delivery will be organised at a cost of £29.95 (UK) / €49.95 (Ireland).
Aquariums will be shipped out via kerbside pallet delivery from our supplier. It is your responsibility to check what has been delivered to you, ensure that you are satisfied with the item, and that there are no damages to the product before you sign for the item.
We cannot accept responsibility for any damages to your item once it has been checked and signed for. 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 a replacement goods. If we are notified after 24 hours of the aquarium being delivered then we will be unable to replace it.
Missed Deliveries
Courier companies will attempt to deliver 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 either to the delivering depot for collection by yourself, the dispatching warehouse either in Southampton or Manchester, or to our Belfast store. In the event that a parcel is returned either to a dispatching warehouse or to our Belfast store we will reach out to you to give you the option of either paying for a repeat shipment (the cost of the service initially used to ship your order) or to cancel your order for a refund less our original costs to ship the item.
Delayed Deliveries
Aquatics Revolution denies any liability for any consequential loss caused by damaged or faulty items, delay in dispatch, or delays by carriers. In the event of a timed delivery method (next day, etc.) not arriving on time, any extra delivery charge above the standard 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.
If we become aware of any factors that will cause your order to be delayed then we will reach out to you via email to inform you of this fact.
Returns
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 aquaticsrevolution.support@btconnect.com.
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.
Product Returns – Faulty Products
If you wish to return your order, please do so within 60 days of receipt of your products by contacting us at aquaticsrevolution.support@btconnect.com. Products that carry a manufacturer's guarantee can be returned, if faulty, to us for exchange/repair during the warranty period. All products still in guarantee will be tested upon return.
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 to repair and return 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 custom made/ordered, or perishables (i.e. magazines, pond liners, plants, stainless steel products, videos, books etc.) cannot be returned for refund unless faulty/damaged.
Product Returns - Unwanted Products
If you wish to return or cancel your order within 60 days of receipt of your products please contact us at aquaticsrevolution.support@btconnect.com. Products are to be returned unused and in original packing to:
Exotic Aquatics Limited
Aquatics Revolution Returns Department
Prince Regent Trade Center
7 Prince Regent Road
Belfast, Northern Ireland
BT5 6QR
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 goods returned, 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.
Aquatics Revolution 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.
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.
Product Returns – Aquarium Dropships
If you have changed your mind about the aquarium you have received, and wish to return it, then contact us at marketing@exoticaquatics.co.uk. We will arrange an uplift for you from your address. Aquarium returns MUST be returned in their original retail packaging, undamaged, and secured to a pallet as all aquarium returns are completed by a pallet courier company. Aquariums not properly prepared for collection will not be accepted by the courier. Once the aquarium arrives back with our supplier, they will inform us and, providing the aquarium is in the condition in which the warehouse expect to receive it, a refund will be processed, less £80 + VAT to cover freight costs of shipping and returning this item.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
