Refund policy

Returns, Refunds & Live Goods Policy

Returns

We offer a 14-day return policy for eligible non-live items. This means you have 14 days from receiving your order to request a return.

All approved returns are subject to a 20% restocking fee.

To be eligible for a return, items must be:

  • Unused and in the same condition as received.

  • In their original packaging with all tags and accessories.

  • Accompanied by proof of purchase.

To request a return, please contact us at ukaquaticandgardensupplies@outlook.com.

Approved returns should be sent to:

UK Aquatic & Garden Supplies
25 Navena Avenue
Fleetwood
Lancashire
FY7 8HD

Customers are responsible for all return postage costs unless the return is due to our error (incorrect or faulty goods).

Returns sent without prior authorisation will not be accepted.

Live Goods - No Returns

Due to their perishable nature, we do not accept returns on any live goods, including but not limited to:

  • Pond Snails

  • Swan Mussels

  • Live Aquatic Plants

  • Any other live livestock

This policy is in place to protect the health and welfare of our livestock and to maintain strict biosecurity standards.

If there is an issue with your order on arrival, please contact us immediately. We will always work with you to resolve any genuine problems covered by our Live Arrival Guarantee.

Damaged, Incorrect or Missing Items

Please inspect your order immediately upon delivery.

If your order arrives damaged, incorrect or incomplete, you must notify us within 24 hours of delivery.

Where requested, photographic evidence must be provided.

For live goods, photographs must be taken before opening the packaging wherever possible. Once live plants or livestock have been removed from their packaging or introduced into your pond or aquarium, we are unable to determine whether any issues occurred during transit or after release. Consequently, we cannot accept responsibility for their condition once they have been introduced into your pond or other water system.

Non-Returnable Items

The following items are non-returnable:

  • Live aquatic plants

  • Pond snails

  • Swan mussels

  • All live livestock

  • Perishable goods

  • Custom-made or personalised products

  • Hazardous materials

  • Flammable liquids or gases

  • Gift Cards

  • Sale or Clearance items

If you are unsure whether your item is eligible for return, please contact us before purchasing.

Exchanges

We do not offer direct exchanges.

If you require a different product, please request a return (where eligible) and place a new order.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed back to your original payment method within 10 business days.

Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

ukaquaticandgardensupplies@outlook.com

Live Aquatic Plants

We only dispatch fresh, healthy, high-quality aquatic plants.

As with all live plants, they may show minor signs of transit stress following delivery. This can include slight bruising, flattened leaves, or minor root disturbance.

Once placed into suitable pond conditions, most plants will naturally recover, establish themselves and produce fresh growth within a short period.

Many aquatic plants also change colour depending on sunlight, temperature and water conditions. Please allow several days for your plants to acclimatise and develop their natural colour after planting.

All live plants are securely packaged in protective boxes to minimise damage during transit.