Refund policy

Online Purchases – 90-Day Cooling-Off Period

If you make a purchase through our website or over the phone, you have a 90-day cooling-off period from the date of delivery, during which you are entitled to a full refund for the product price.

In-Store Purchases

Items bought in-store are subject to the terms displayed at our store entrance and on your receipt. In-store purchases do not qualify for a cooling-off period. For electrical items, we may need to conduct further testing (up to 24 hours or more) before confirming a fault and providing a resolution. If you are not local, we can arrange shipping for any replacement or repaired item.

Returns After 90 Days

If you return an unused product beyond the 90-day period, acceptance is at our discretion. The item will undergo full testing to verify it remains unused and undamaged. If accepted, the refund will be reduced by outbound shipping costs and a 10% fee for inspection and processing. Items may be refused if returned beyond this period.

Faulty Items

We are happy to exchange or repair faulty goods during the warranty period. Please notify us as soon as possible by email or phone. Any damage or breakage must be reported within 48 hours of delivery.

  • If an issue cannot be resolved remotely, we will request you return the item for inspection.
  • If a fault is confirmed, we will repair or replace the product. Refunds are not issued for faulty items.
  • If no fault is found, the product will be returned to you.
  • Customers are responsible for return shipping costs, while we cover shipping for repaired/replacement items.
Brand-Specific Returns
  • Red Sea Products: For any faults, please contact Red Sea’s technical support directly, as they manage returns for UK customers.
  • TMC Products: Faulty electrical TMC items must be sent back to us. We will forward them to TMC for inspection, which may take 1–3 weeks, depending on the issue.

Missing/Damaged Returns

All returned items are inspected for missing or damaged parts. If components are missing or damaged beyond resale condition, deductions may be made from your refund.

Non-Delivery

If an item is undeliverable and returned to us due to reasons beyond our control (e.g., incorrect address, failed delivery attempts), the following applies:

  • If you request redelivery, you must cover the additional shipping cost.
  • If a refund is requested, we will deduct outbound and return shipping costs from the refund amount.

Replacements

If a replacement is required, we will not dispatch the new item until the original has been received. If you need an urgent replacement, a second payment will be required, which will be refunded once the original item is returned.

Items Not Eligible for Returns

  • Custom-built or assembled items such as cabinets, vivariums, and ponds that have been opened or set up.
  • Used filtration equipment or products that have had water flow through them.
  • Glass tanks and large furniture items delivered by our own transport service. If any included parts (e.g., bulbs, power packs) are faulty, they will be replaced under warranty, but the full item cannot be returned.

Perishable Goods

Perishable items, such as live or frozen food, are non-refundable unless damaged on arrival. Orders are packed for 36-hour viability, but we cannot refund if no one is available to receive the delivery.

Refund Process

  • Refunds for unused items within the 90-day return period are processed within 3 working days of receiving the return.
  • Refunds for faulty items (if applicable) are processed within 7 working days after inspection.
  • Shipping costs are non-refundable for change-of-mind returns.

Returning Glass Items

If returning an item containing glass, ensure it is properly packed to avoid breakage. Damaged glass returns are not eligible for refunds. We recommend in-person returns for fragile items rather than using couriers.

Return Address:

Wirral Aquatics
20 Upton Road, Moreton
Wirral, CH46 0PA
United Kingdom

For return requests, please contact us in advance via our contact form, Include your order number, purchase date, and a brief reason for return to help us process it efficiently.