Returns Policy
Returns Policy
We request that any goods that develop faults are reported as soon as possible. If a fault develops within the first 14days of ownership we are happy to arrange an uplift of the goods. In all other instances, the return postage of the goods to be tested will need to be covered by the sender. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within this period and purchased under our Replacement Policy.
You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees plus a restocking fee.
Livestock (Fish, Corals & Invertebrates)
All livestock purchases are covered by our live arrival guarantee. If your purchase is found to be dead on arrival (DOA), please complete the following steps:
- Report the claim by email to support@charterhouse-aquatics.com no later than 2 hours after signing for the package. Include your order number, details of your claim and clear photographs of the DOA animal in the unopened bag from a variety of angles.
- The guarantee is only valid if you sign for the delivery on the courier's first attempt, and it covers live arrival within the 2 hour limit after the package was signed for.
- Any coral skeletons, shells and bodies must be kept. We reserve the right to ask for these to be returned to us before a replacement or refund.
- For certain species we reserve the right to refund your purchase, as we may not be able to source a replacement at the time.
Cancellation Policy
You have the right to cancel an order within 14 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Once received in a new and unused condition we will refund the purchase price less the original carriage charges. If the goods arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.
Replacement Policy
If faulty or damaged goods are received, you must notify us within 14 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. You must fill out a Returns request form which will be provided by a member of our customer services team. Once we have verified the damage we will supply replacements as required.
Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen.
Manufacturers Guarantees
We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 14 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.
Electrical Equipment
Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of good under these circumstances requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage. We withhold the right to repair any electrical goods and a replacement will only be issued is the manufacturer or UK distributor decides this is necessary. Customers may be asked to return items to us for repair or replacement, we cannot be held accountable for collecting faulty goods.