Full Refund & Exchange Policy

Updated 22-09-26

At Birchwood Aquatic Centre, we want you to be happy with your purchase, whether made in-store or online. Please read the section relevant to your purchase.

Fish Purchases — In Store

We strongly advise against returning live fish due to the stress it can cause during handling and transport.

We are generally unable to accept returns on livestock once it has left the store. If a return is genuinely necessary, please contact us first on 01322 664397 with a clear reason. Returns on livestock are at management's discretion.

If your fish dies within 2–3 days of purchase, we will offer a refund or exchange provided:

You provide a clear photo of the deceased fish.
You bring a sample of your aquarium water into store for testing within the 3 days.
The water test shows acceptable parameters. If it shows poor water quality (high ammonia, nitrite, or unsuitable pH), no refund will be offered.
The fish were compatible with your existing tank — we can't refund for post-purchase compatibility issues.

Special or custom-ordered fish are not eligible for refund or exchange unless faulty or damaged on arrival. Please retain your receipt; it's required for all fish refund requests.

Fish Purchases — Online

Online fish orders are covered by our Live Arrival Guarantee rather than the in-store water-test process above, since we can't ask a delivery customer to bring a water sample into the shop. Please see that page for full terms: arrival cover, the first seven days, how to claim, and what isn't covered.

Dry Goods Purchases — In Store and Online

Return window: dry goods may be returned within 14 days of purchase or delivery, unused and in original packaging, with your receipt or order confirmation.
Online orders additionally carry a statutory 14-day cancellation right under the Consumer Contracts Regulations 2013 — see our Terms and Conditions for how this works and who pays return postage.
Faulty items: handled in line with the Consumer Rights Act 2015 — a full refund, repair or replacement is available if a fault appears within 30 days; after that, manufacturer warranty terms apply.
Items that have been opened, used, or show signs of wear cannot be returned unless faulty.

Aquariums (Purchased through the website)

Aquariums are delivered directly from our supplier by pallet courier, not by our usual livestock or parcel delivery. Because of how pallet delivery works, please read this section carefully before ordering.

What's included: delivery to the nearest safe, accessible point at your property. This does not include carrying the aquarium into your home, positioning it, assembly, installation, or removal of packaging or the pallet.

Access: please make sure there is suitable access for a delivery vehicle and a pallet before ordering. If the courier can't access your property, redelivery or additional charges may apply.

You must inspect before you sign. This is essential — once you sign for the delivery without noting damage, we and our supplier are unable to treat it as a transit-damage claim.

Inspect the pallet, aquarium, cabinet and packaging before accepting delivery.
Remove enough outer packaging to check the glass and cabinet for visible damage.
Check all glass panels, corners, edges and cabinet panels.
If you see any damage: refuse the entire delivery, tell the driver clearly why, photograph everything, and contact us immediately.
If the driver doesn't give you a reasonable chance to inspect the goods, refuse the delivery and contact us straight away.

Do not accept a visibly damaged delivery and report it afterwards — we may be unable to recover the cost from our supplier in that case, which affects our ability to offer a replacement or refund.

Before installing: don't fill the aquarium with water until you've checked the glass, silicone seals, cabinet assembly, and that everything is level. Damage caused by handling, carrying, assembly or installation after a successful delivery is not treated as transit damage.

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.

Cancelling an aquarium order: you have the right to cancel within 14 days under the Consumer Contracts Regulations 2013. Because aquariums are dispatched directly by our supplier, once an order has been dispatched or booked for delivery we may not be able to stop it — if this happens, please refuse the delivery, or contact us to arrange a return. Return costs for large items may apply; see our Terms and Conditions.

Faulty Goods (All Channels)

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

General Terms

Refunds are issued to your original payment method unless otherwise agreed. For exchanges, you'll receive store credit or a replacement item as agreed with you.

By shopping with Birchwood Aquatic Centre, in-store or online, you agree to the terms in this policy.