Returns Policy
If you are not completely satisfied with your order we can offer either a refund or exchange providing that goods are returned to us unopened and in their original packaging within 7 days of receipt. Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service.
Please note that special order items (items we ordered in specifically for you) can only be returned if they are faulty.
You MUST request authorisation to return before sending any product back to us. In circumstances where goods are returned without prior authorisation we may refuse to accept delivery. Log-in to your account and go to the order history in your account. Select the order and follow the instructions on screen. We receive notification of your request and will update the request as soon as possible. WAIT until the return is authorised, then use the returns note that will become available in the order history as soon as we have authorised it. Send the goods back unopened and in their original packaging.
We aim to handle your returns within seven working days of receiving the goods. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs.
If you are returning an incorrectly purchased item(s), that we correctly shipped, we will not refund the order shipping charge.
Please note that if you have not purchased your products via this website you will need to arrange your return or exchange directly with the place where you bought them.
Delivery Information
We aim to process and ship your order as quickly as possible. However, if you wish your order to go out on the same day as it is placed please note that it will need to be with us before 12 noon (weekdays only).
We cannot be held responsible for direct or consequential losses arising from 'late' deliveries. Any claim you wish to make should be made direct with the courier.
Warranty claims
Any claim under warranty must be made in writing. You may use the 'Contact Us' form on this web site or call for instructions. Any warranty is on a 'return to base' basis - it is your responsibility to ship the goods to us @ Aqua Warehouse, Unit 2/3 Rignals Lane, Chelmsford, Essex, CM2 8RF Please pack the items adequately because any shipping damage is at your risk, and include a copy of the original invoice in the package. Once inspected and verified, we will either repair or replace goods at our discretion.
UK orders
Standard orders are processed on the day of receipt (excl. weekends and bank holidays) and should be with you the next working day (mainland UK only). Orders placed on Saturdays, Sundays and holidays will be processed the following business day. If it has been more than six working days and you have not received your order, please contact customer services by email through this website or on +44 (0)1245.477400. Please note that processing times may increase occasionally when there is especially heavy demand.
Hours of business
Monday - Friday 09:00 to 17:00
Excluding UK Bank Holidays.
Packaging
We use recyclable cartons and filling material wherever possible. If you have any comments on our packaging please contact customer services on +44 (0)1245.477400
If you are returning an incorrectly purchased item(s), that we have correctly shipped, we will not refund the shipping change.
