Full Terms and Conditions

Birchwood Aquatic Centre Ltd
Company number: 16567640
Pet shop licence: 25/02934 
Registered address: Birchwood Aquatic Centre, London Road, Swanley, Kent, BR8 7QD
Effective from: 22-09-26

These Terms and Conditions apply to all purchases made in-store at Birchwood Aquatic Centre and online at birchwoodaquaticcentre.co.uk. By purchasing from us, in-store or online, you accept and agree to the terms below. These do not affect your statutory rights.

1. Sales of Livestock (Fish, Invertebrates, Plants)

This section applies to livestock purchased in-store and online.

• All livestock is sold as seen (in-store) or as described (online) and believed to be in good health at the time of sale or dispatch.
• In-store: once livestock has left the premises, we do not accept returns, refunds, or exchanges unless required by law (for example, if mis-sold, not as described, or unfit for purpose). Please check livestock carefully before leaving the store.
• Online: livestock is delivered in accordance with our How Live Fish Delivery Works page, and is covered by our Live Arrival Guarantee for arrival and the first seven days, subject to the conditions set out on that page. Outside of a valid guarantee claim, we do not accept returns of livestock once delivered, unless required by law.
• It is the customer's responsibility to ensure suitability, including tank size, compatibility, and water conditions, and to follow the acclimatisation steps in our When Your Fish Arrive guide for online orders.
• We can advise based on experience, but the final responsibility for ongoing care lies with the customer.
• For in-store purchases, we recommend using suitable containers and avoiding travel during extreme temperatures.

Right to cancel — livestock does not apply. Under the Consumer Contracts Regulations 2013, the right to cancel an online order within 14 days does not apply to goods that are perishable or liable to deteriorate rapidly, which includes all livestock. Once a livestock order has been dispatched, it cannot be cancelled. This does not affect your rights under our Live Arrival Guarantee or your statutory rights if livestock is not as described or unfit for purpose.

2. Dry Goods (Tanks, Filters, Equipment, Food, Aquariums, etc.)

This section applies to dry goods purchased in-store and online.

• All dry goods are sold in accordance with manufacturer warranties.
• If an item is faulty within 30 days of purchase, you are entitled to a full refund, replacement, or repair, in line with the Consumer Rights Act 2015.
• After 30 days, faults will be addressed in line with the manufacturer's warranty and UK consumer law.
• We do not accept returns for goods damaged through misuse, accidental damage, neglect, or normal wear and tear.
• Proof of purchase (receipt, order confirmation, or card statement) is required for all returns.

In-store returns (change of mind). As a matter of store policy, we're happy to accept the return of unused dry goods in their original packaging within 14 days of purchase, with your receipt. This is offered at our discretion as a goodwill policy and is not a statutory requirement for in-store purchases.

Right to cancel — online dry goods orders (statutory). Under the Consumer Contracts Regulations 2013, you have the legal right to cancel an online order for dry goods within 14 days of receiving the goods, for any reason, without giving a reason. To cancel, contact us at info@birchwoodaquaticcentre.co.uk. You must then return the goods to us within 14 days of telling us you wish to cancel, at your own cost unless the item is faulty or not as described. Goods must be returned unused, in their original packaging where possible, and in a condition suitable for resale.

Aquariums (online purchase). Aquariums are delivered on your behalf by our supplier via a specialist pallet courier, not included in our standard livestock or dry goods delivery. Delivery instructions, inspection requirements, and your cancellation rights for aquarium orders are set out in full in our Refund & Exchange Policy, which forms part of these terms.

Failure to inspect and, where necessary, refuse a visibly damaged delivery at the point of delivery may affect our ability to offer a replacement or refund. Delivery charges for aquariums are shown at checkout and vary by aquarium size. If you are not available on your agreed delivery date, provide incorrect delivery details, or need a delivery rearranged after booking, redelivery, storage, or administration charges may be passed on to you.

3. Returns and Refund Summary

 

Please refer to our full Refund & Exchange Policy (available in store or online) for complete details.

4. Delivery

• Livestock is delivered in accordance with our How Live Fish Delivery Works page. Delivery is charged at £20 per order for fish regardless of order size, and is available to UK mainland addresses only.
• Aquariums are delivered by our supplier's pallet courier in accordance with our Refund & Exchange Policy. Delivery charges vary by aquarium size and are shown at checkout. Remote locations, including parts of Northern Scotland, may incur additional charges quoted individually.
• Dry goods ordered online are delivered separately from livestock and aquariums and may be subject to different delivery charges and timescales, shown at checkout.
• Risk in goods passes to you on delivery. For livestock, "delivery" means the point at which the courier hands over the box; please see our Live Arrival Guarantee for what happens if livestock does not survive the journey. For aquariums, please see our Refund & Exchange Policy for your inspection obligations at the point of delivery.

5. Pricing & Payment

• All prices are in GBP (£) and include VAT where applicable.
• Prices may change without prior notice, and online and in-store pricing may differ.
• If an error in pricing or stock is identified at the point of sale, or after an online order is placed but before dispatch, we reserve the right to cancel the transaction and offer a correction or full refund.
• Full payment is required at the time of purchase, whether in-store or online, unless otherwise agreed.
• Online payments are processed securely via Shopify. We do not store your full card details.

6. Special Orders & Deposits

• Special or custom orders (e.g. equipment or livestock) may require a non-refundable deposit.
• Deposits secure your order but do not guarantee availability or delivery timelines, especially for livestock.
• If we are unable to fulfil a special order, a refund or suitable alternative will be offered.

7. Advice & Livestock Care Disclaimer

• Any advice provided, in-store, online, or by email, is given in good faith and based on staff experience and knowledge.
• The customer remains responsible for researching species-specific needs and maintaining appropriate tank conditions.
• We cannot accept responsibility for livestock loss due to poor water quality, incompatible tank mates, or improper care after purchase or delivery, except as covered by our Live Arrival Guarantee.

8. Health & Safety In-Store

• Children must be supervised at all times.
• Please do not tap on aquarium glass or attempt to touch livestock.
  

9. Liability

• Birchwood Aquatic Centre Ltd is not liable for indirect or consequential loss, damage, or injury arising from goods or livestock purchased, unless required by law.
• Customers must follow product instructions and manufacturer safety guidance at all times.
• Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law.

10. Your Information

We collect and use personal information (such as your name, address, and order details) to process in-store and online orders and deliveries, including sharing necessary delivery details with our courier and aquarium dropship partners for the purpose of fulfilling your order. Details of how we handle your data are set out in our Privacy Policy, available on our website.

11. Complaints & Disputes

If you are unhappy with a product or service, please speak to a member of staff, or contact us at:

info@birchwoodaquaticcentre.co.uk
Birchwood Aquatic Centre, London Road, Swanley, Kent, BR8 7QD

We aim to resolve complaints promptly and in line with UK consumer rights. For further information on your rights, visit: www.gov.uk/consumer-protection-rights

These terms are governed by the laws of England and Wales.