REFUND/ EXCHANGE POLICY

Updated 31-08-25

At Birchwood Aquatics Centre, we are committed to providing the best possible service and ensuring customer satisfaction. We understand that, in some cases, a return may be necessary. To help you through this process, we have outlined the following guidelines:

Fish Purchases

Fish Returns: We strongly advise against returning live fish due to the stress it can cause. Fish are delicate, and the process of handling and transportation can negatively affect their health and well-being.

We are generally unable to accept returns on any livestock (including fish and live plants) once they have left the store however if a return is absolutely required, please contact us first on 01322 666397. We will need you to provide a clear and valid reason for the return. Returns on livestock are at Managers discretion.

We recommend returning fish only if there is a compelling reason, as the health of the fish is our priority.

• Fish Refunds: In the unfortunate event of the loss of your fish, refunds or exchanges will be offered If the fish you purchased die within 2–3 days of purchase, we will offer a refund or exchange provided the following conditions are met:
  1. Proof of Death: A clear photo of the deceased fish must be provided.
  2. Water Test: A sample of your aquarium water must be brought into the store for testing.
  3. Water Quality: If the water test shows acceptable parameters and no signs of water quality issues, we will refund the full cost or exchange the fish. If the test shows poor water quality (e.g. high ammonia, nitrites, or unsuitable pH), no refund will be offered.
  4. Compatibility: It is the customer’s responsibility to ensure that the fish purchased are compatible with their existing tank environment. We cannot accept returns or provide refunds for fish if compatibility issues arise after purchase.

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• Health & Safety: We encourage all customers to check the health and condition of the fish before purchasing. Once a fish leaves the store, we are not liable for any health issues caused by improper care, handling, or water conditions at home.
• No Refunds on Special Orders: Fish that are special orders or custom orders are not eligible for refund or exchange unless faulty or damaged on arrival.
• Receipt Requirement: Please retain your receipt as proof of purchase. It is required for all fish refund requests.

 

Dry Goods Purchases

• Return Window: Dry goods may be returned within the standard return window (within 14 days) from the date of purchase, provided the item has not been used and the original receipt is presented.
• Faulty Items: If the dry goods are found to be faulty, the return or exchange will be handled in accordance with the manufacturer’s warranty or guarantee policy.
• Condition of Dry Goods: All dry goods (such as filters, heaters, decorations, etc.) must be returned in their original, unopened packaging and in new, unused condition to be eligible for a refund. Items that have been opened or used cannot be returned unless faulty.

 

Faulty Goods

If a product is faulty within 30 days of purchase, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. After 30 days, warranty terms apply as set by the manufacturer.

 

General Terms:

• Refund Method: Refunds will be issued in the original form of payment unless otherwise agreed with the customer. In cases of exchange, the customer will receive either a store credit or a replacement item as agreed upon.

 

By shopping with Birchwood Aquatic Centre, you agree to the terms outlined in this policy. Should you have any questions regarding our refund and exchange procedures, please do not hesitate to contact us.