We provide an extended returns period to give you extra peace of mind when ordering. If you wish to return an order or an individual product within 60 days of its arrival please use our contact form to contact us or call us on 0161 351 4700 to book in your return. If your return is authorised, we'll email you a special returns form with a unique returns ID to enclose with your return and the address details you need to affix to your parcel.
What am I allowed to return?
We will be happy to replace any items that have been damaged by our couriers on their way to you, or any item that develops a fault covered by the warranty. However, we also allow customers to return entire orders they don't want, or return individual products that don't meet their requirements. The only stipulation is that the products you want to return haven't been used, reach us in saleable condition within 60 days of receipt and that you've had your return authorised by us before sending the item back.
VivExotic products, however, are handled through a separate returns process. If you receive a damaged VivExotic product, you will need to fill in their claims form and VivExotic will return the replacement components directly to you.
Who pays the postage costs?
If you want to return an item that's arrived damaged or has developed a fault under warranty, we can arrange for the item to be collected from you and we will cover all costs. If you want to return an unwanted product or order you will need to cover the costs of postage yourself. Since you're responsible for the safe arrival of goods you return to us yourself, we recommend packing the item carefully and using an insured courier service.
Are there any products I can't return?
We're unable to accept returns for items that have been made to order, such as pond liners, products or spare parts that have been ordered especially for you, or for videos, books or live plants, unless they are faulty or damaged. We're unable to handle faulty products purchased elsewhere or those that are outside the warranty period.
How long does it take to process returns?
Because we give our customers extra flexibility in returning unwanted products, we do get more returns than most other suppliers and, as a result, it can take 7-10 days for us to handle returns. Simpler returns are handled much more quickly. We test all faulty products that are returned and will let you know the outcome of the tests throughout the process so you can see how we're progressing with it.
What should I do if I have a suspected faulty product?
Because many of the products we sell tend to be quite technical in nature, we do get quite a lot of products returned which are believed to be faulty, but which are actually found to be free of faults when they are tested. For some products, the number of non-faulty products is as much as 70-80%. To save you the hassle of being without your product for a week or two while it's being tested, and to save us the hassle of testing non-faulty items, we've put together a series of guides on fixing common problems with our most frequently returned items.
Due to the high volume of non-faulty items we're sent back under warranty, unfortunately we do ask customers to pay our direct costs in collecting and returning non-faulty items, which are currently £17. There is of course no charge for returning items that are genuinely faulty, but we simply receive so many non-faulty items back (often which only require simple cleaning or maintenance) that we sadly do need to charge the costs we incur for doing so. If you're unsure whether your product is faulty, please check out our returns guides or speak to one of our specialist advisors.
For full terms and conditions on returns, please see our terms and conditions page.