Returns and exchanges

Returns:

Due to the nature of livestock products, we unfortunately cannot accept any returns on livestock. Any issues with livestock will be eligible for a full refund providing:

  1. Photographic or video proof is submitted

  2. Initial report and proof are received within 12 hours of delivery

  3. Deliveries were accepted originally, re-delivery will invalidate this policy

  4. Water quality and tank compatibility tests are satisfactory, this includes Ammonia, Nitrite, PH, KH and GH tests are within safe ranges for the animal

Non-livestock products such as substrate, food, plants etc are eligible for a full refund providing the item is returned within 7 days of delivery in an unused and re-saleable condition, we do not accept remorse returns and all returns must be agreed prior to posting. If the item arrives damaged or becomes defective then use the ‘Contact us’ page to raise a product support request and we can advise on future steps. Return postage cost is the responsibility of the customer, any refund may be subject to a 20% re-stocking fee (unless faulty,) and will be minus the original postage cost. Refunds will be processed within 5 days of receiving goods or agreeing a refund.

Exchanges:

Exchanges for faulty products will be replaced with like for like products where available, if not available a refund will be issued, the postage costs will be included in any refund unless we are sending a replacement product.

Exchanges for different variations, i.e. black sand as opposed to white sand, will incur an additional postage fee, the item will need to be in an unused and re-saleable condition and must be agreed with us within 7 days of delivery.