Refund policy
We have a 30-day return policy, which means you have 30 days after purchasing (in store) or receiving your item (online orders/home delivery) to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return online, you can contact us at sales@exoticaquatics.co.uk with information about the item you wish to return, its purchase date, and the reason you are returning the item. If your return is accepted, we’ll inform you of this by email, as well as send you instructions on how and where to send your package if you have ordered with us online. Items sent back to us without first requesting a return will not be accepted.
Items can also be returned to us in person in store, so long as they fall under the terms laid out in this policy.
You can always contact us for any return question at sales@exoticaquatics.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as fish food or plants), custom products and special orders (such as items ordered in on your behalf). We also do not accept returns for electrical equipment which has already been in contact with the water in your aquarium, unless this item can be proven to be faulty. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on livestock*, sale items or gift cards.
* In instances where livestock has perished within 24 hours of purchase please contact us to inform us of the issue, provide us with details of tank size and current fish living in it, and visit us in store with a water sample from your tank, and we will assess this on a case-by-case basis. Failure/unwillingness to provide a water sample and details of your tank will result in refusal of your refund.Â
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Exchanges
The fastest way to ensure you get what you want is to:
Online: return the item you have by following the process detailed above, and once the return is accepted, make a separate purchase for the new item.
In store: Bring your unwanted item, receipt, and the item you would like to exchange for, and ask a member of staff for an exchange. We will check/test the item you are returning and a supervisor will process your exchange once the returned item has been checked.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.