Returns and Shipping

Returns

Our policy lasts 14 days. If 14 days have gone by since the delivery of the product to your address then, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you would like to return your item, please email sales@universalaquatics.co.uk with your order number, reason for return and proof of damage so we can process this for you.

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

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5 working days.

There are a number of circumstances when you may wish to cancel and/or return goods ordered. Should you find that an order placed is unsuitable for your requirements, this needs to be cancelled within 2 days of your order if your order is cancelled after this period then this will be classed as a return if the item has been shipped already. The company will refund the cost of your order but will not refund the shipping cost as most orders are booked for delivery after 2 days, if the item hasn’t been shipped then we will cancel the order within 1 business day. The Company will provide you with a full refund for any UNUSED and UNOPENED item(s) received to us within 60 days of purchase.

On such occasions, you must contact the Company in writing (or via email to sales@universalaquatics.co.uk) quoting your order number and the item(s) that you wish to be returned, prior to returning the product(s).

Once the Company has received and acknowledged your requirement, they will provide you with the necessary procedure which you must ensure is followed. The Company will provide a full refund for these item(s) once received in original condition, excluding any carriage charges that may have been incurred when initially dispatching the order.

When returning goods, we recommend that you use a courier or deliver them personally to us. The Company accepts no responsibility for damage that is incurred in transit when returning goods, or for goods that are lost in transit. Should you require the goods to be collected by the Company in order for their return, the cost of this will be incurred by you and not the Company.

Damaged/faulty items the company will require a return to allow thorough testing once complete a replacement will be sent not a refund. The company will pay for the return of damaged/faulty items.

Replacement Policy

If faulty goods are received you must notify us within 14 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy.

Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen.

Late or missing refunds

Please allow 5-7 business days for your refund to appear in your account. If after the stated time you still haven’t received your refund, please contact your bank to check. In the event you are still experiencing problems, please contact us at sales@universalaquatics.co.uk

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@universalaquatics.co.uk

Damaged on arrival

Please check and report any damages towards items within the first 2 hours of receiving your order, if the item has not been checked then a refund may not be possible.

If you have received your item from us and it has arrived damaged, please contact us within the first 2 hours of delivery so that we can contact the courier to notify them of the damage.

If we are not notified within 2 hours of delivery, the courier may not take responsibility for being damaged in transit. If this is the case we will have to file a dispute with the courier which could take upto 3 weeks for a decision to be made.

Shipping

Most orders have the option for standard shipping, these usually arrive within 5-7 days however please allow up to 7-14 working days for items to arrive.

If you order is urgent, please shop locally or an alternative website as we do not store all drystock in-store and is ordered in specifically.

You will be responsible for paying for your own shipping costs for returning items. Shipping costs are non-refundable.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance.

Please be aware that ALL PALLET deliveries will be a curbside drop. If the items you have ordered as large or heavy we would advise that you have someone one hand to help you into the house with your goods.

Please check and report any damages towards items within the first 2 hours of receiving your order, if the item has not been checked then a refund may not be possible.

Cancellation

The customer has 48 hours to notify Universal Aquatics Ltd that they would like to cancel their order before product is shipped.

Livestock

Livestock orders must be signed for and will not be left in a safe place, therefore you must ensure that someone is available to accept delivery to prevent your order from being taking back to the sorting depot.

Our livestock is delivered using DX Delivery, who deliver between 08:00-13:00.

You must not change the delivery date of your live stock order, if you do you will void your arrive alive guarantee and no claim will be allowed.

Unfortunately we are unable to post fish to Northern Ireland, Channel Islands and certain locations over Scotland due to DX couriers not being able to guarantee next day delivery. If orders are placed to these locations they will be cancelled and refunded.

Universal Aquatics offer a, ‘Arrive Alive’ Guarantee on all our live fish. This means that should they arrive dead on arrival, we will refund the amount of said fish.

Due to the risk of moving livestock we will only offer a refund once.

Please note, the 2 hour guarantee period starts from when the parcel is signed for. We must be notified via email with a picture attached within this 2 hour period. We do not give replacements on fish, only refunds due to the minimum order for delivery.

In the unfortunate event that an item is dead on arrival, you must follow the below procedure to prevent your claim from being declined.

• You must make contact with us via email within 2 hours of receiving your order. You do not need to call us as we are not always able to answer the phone immediately due to the nature of our work with our hands in water majority of the day.
• The email must contain a clear photo of the livestock in the original bag still sealed. The photo must be clear and show the entire bag.

This allows us to review your claim and refund accordingly. Due to the nature of your purchase, if you do not make contact within 2 hours, refund claims will not be considered.

Once your claim has been processed, a refund will be honoured for the cost of the item EXCLUDING the cost of postage, within 72 hours.

Claims will NOT be considered if you miss delivery and your order is taken to the sorting office. Returns are not accepted on livestock.

Please be aware in the winter months delivery dates may change due to drop of temperatures to ensure safety of the fish, so please keep an eye on emails leading up to your chosen delivery date.