Returns, Refunds and Exchanges
Returns Policy:
At Aquapet, we want you to be fully satisfied with your purchase. If for any reason you are not, please review our returns policy below.
60-Day Return Window:
Customers have 60 days from the date of purchase to return any item. To qualify for a return, the item must be unused and in the same condition in which you received it, along with its original packaging.
Faulty Items Beyond 30 Days:
If an item becomes faulty after 30 days of purchase, you may still return it for repair, replacement, or a refund if the part is no longer available. We will assess the item and, if it is deemed faulty due to a manufacturing defect, we will proceed with a repair or replacement. If a repair or replacement is not possible, we will issue a refund.
How to Initiate a Return or Faulty Item Claim:
Contact our customer service team at sales@aquapet.co.uk or 01455 843400 with your order details and a description of the issue. We will provide instructions on how to return the item.
Upon receipt, our team will inspect the item and notify you of the next steps.
Please note that this policy does not cover damage caused by misuse or normal wear and tear. For more details, feel free to reach out to our customer service team.
Exchange of Goods:
If you wish to exchange your item within the 60-day return period, please contact our customer service team. We will be happy to assist you with an exchange for a similar product, subject to availability. Any price differences for exchanged items will either be refunded or billed to you as appropriate.
Live Foods: Due to the perishable nature of live foods, these items are not eligible for returns or exchanges under our standard 60-day return policy. We take great care to ensure that all live foods are delivered in optimal condition. If you receive live food that is not in acceptable condition upon arrival, please contact our customer service team immediately so we can address the issue.
Frozen Foods: we prioritize quality and freshness in our frozen food products. Due to the perishable nature of these items, please review our policy for purchasing, returning, and handling frozen food:
Shipping and Delivery:
- Frozen food items are shipped in temperature-controlled packaging. We do not ship frozen food on Fridays to prevent items from being delayed over the weekend and compromising product quality.
- Orders containing frozen food placed on a Friday will be processed and shipped on the following business day.
- Upon delivery, please transfer all frozen items to your freezer immediately to maintain safety and freshness.
Return Policy for Frozen Food:
- Due to the perishable nature of these products, we cannot accept returns after delivery. Please inspect your items upon arrival to confirm they meet your expectations.
- If any frozen item arrives damaged or thawed, please contact our customer service team within 24 hours with documentation. We will work with you to provide a suitable resolution, which may include a replacement or refund.
Storage and Handling:
- Frozen items must be stored according to packaging instructions. We cannot guarantee quality if items are not properly stored after delivery.
Thank you for your understanding and for choosing us for your needs.
If you aren't sure or have a question you can contact us by email or phone.