SALE OF DRY GOODS REFUNDS POLICY
In the event of a cancelled order, we do not refund any charges incurred by our bank or courier/ postal service. Any cancelled special orders where we have ordered bespoke or non-stock high value items will be refunded 50% of the originally agreed price.
It may sometimes be the case, that a refund is due, and cannot be done immediately until investigated further by one of our team.
We do our utmost to keep all items shown on this website available, from time to time we may be out of stock of an item. In which case your order would be shipped with the remaining item/s to follow, or we may opt to hold the order until it’s complete. Should your order not be shipped within the usual delivery period, you will be contacted via email to offer an alternative or refund.
DRY GOODS RETURNS AND EXCHANGES POLICY:
We hope you will be very pleased with your purchases, but on occasion, you may wish to return an item.
Please contact us first via email to make arrangements.
Goods shipped with a free delivery option previously will be subject to a £10 charge on return.
You can cancel the order up to seven working days of delivery, and providing the product is in its ORIGINAL PACKAGING, UNOPENED AND IN UNUSED CONDITION, it can be shipped carefully at your cost, via a suitably insured carrier, back to Advanced Aquarium Consultancy Ltd within 21 days. You would be liable for any loss or damage to the goods during this time or transit to Advanced Aquarium Consultancy ltd.
In the event that your product is suspected as faulty, and within the manufacturer’s warranty, the product will need to be returned to us (with your copy receipt or invoice) for examination and testing before a replacement or refund is issued, including your return postage fees incurred.
Many manufacturers will often deal directly with the consumer nowadays, so we suggest contacting us via email first to discuss.
If necessary, a replacement will be sent as soon as possible and or a refund if applicable. We will of course arrange any collections for products sent in error or faulty.
ONLINE SALE OF LIVESTOCK REFUNDS POLICY:
‘Livestock’ referring to corals and other invertebrates and vertebrates requires extra terms and conditions, and you should read this carefully before ordering.
We are unable to ship livestock outside of England, Wales and Scotland due to Cites regulations and animal welfare reasons.
Email communication and confirmation before we post livestock is essential, so we can agree on a suitable shipping/delivery day.
Livestock orders are shipped on Monday, Tuesday and Wednesday. Unless by special arrangement.
Livestock orders are shipped using a next day delivery service before 1 pm, to ensure that your livestock arrives in tip-top condition. You will be notified of the export of your shipment via email after arrangements have been made to deliver.
If you would like to collect your livestock order, a prior arrangement, via email is necessary first, as we may have your livestock held elsewhere and not at Advanced Aquarium Consultancy Headquarters.
We reserve the right to postpone or cancel any orders or refund any orders that are priced incorrectly, or in an un-saleable condition. Livestock can be temperamental at times, and if we are not happy with the specimen ordered, we may choose to refund you or send any other items ordered at the same time, minus the items we are not happy with. We will of course contact you should this happen.
In the unlikely event of any problems that occur during shipping, please accept the parcel, even if there has been a delay. DO NOT REFUSE DELIVERY, so as not to cause any further unreasonable suffering to the animals contained in the shipment. We will do our best to resolve your issues with the livestock received.
Any dead on arrival (d.o.a) animals, must be reported to us within 2 hours of delivery. This is paramount and no claims will be processed without the following.
Photographic evidence will be required should we offer credit, and should be forwarded within the same day on receipt of livestock. Without photographic evidence, a claim will not be entertained. Dead on arrival specimens are classed as a death in transit, not several days later. We may also ask you to return any dead coral skeletons if required, for further clarification at your cost postage wise.
Should we offer a credit, the credit amount is emailed to you, for a future order. You must be immediately available to start a careful acclimatising of your animals purchased on receipt.
We cannot credit/refund livestock shipping costs unfortunately for obvious reasons.
We also reserve the right to refund your purchase, as we may not be able to source a replacement at the time due to the unique nature of livestock.
Dead on arrival claims, will not be accepted if you have missed the original delivery specified.