Terms and Conditions

Please note that whilst this site is updated as frequently as possible, the information, pricing and availability of items (especially fish) is believed to be correct at the time of publishing. When we process your order should an item not be available we will let you know by phone or email asap.


DRY GOODS

CANCELLATIONS

Cancellations will be accepted on most items up to the point of us sending out your order, except special orders that we deem as sold as soon as we have ordered them for you, once items are in transit they are deemed to be sold and you should read below on returns.

RETURNS

If upon receiving your order, you are dissatisfied with any item for any reason, please contact us first by phone or email within 24 hours quoting your order number, product description, date of purchase and reason for return. Then return it back to us in it's original condition unless faulty within 7 days of the date the item was delivered to you.

We do not refund delivery charges for correctly supplied goods.

You are responsible for the return of any items and we cannot accept responsibility until we receive the item. You are responsible for any costs incurred in returning any items to us.

Should any parts be missing, damaged or used in whole or part, we reserve the right to make a deduction from any refund due.

Refunds will only be credited to the credit or debit card used to make the original purchase and only after we have received the goods and they have been inspected. Please allow 14 days for the refund to reach your account.

FAULTY ITEMS

All products offered for sale are new as supplied by the manufacturer and where stated carry the Manufacturer's Warranty. Products carrying a warranty are guaranteed against manufacturing defects for a minimum of one year from the date of purchase. This warranty covers any faults or defects that are due to faulty design, manufacture or workmanship. It does not cover against misuse, neglect, wilful damage, modification, overloading or repair. Consumable items such as lamps, fuses are not covered under warranty.

Should your item develop a fault then please refer to the manufacturer's warranty where applicable first, then if still necessary contact us and we will arrange for a repair or replacement to be carried out. Before we can repair or replace the item we will need it to be returned to us. You are responsible for the cost of returning the item however we will send the replacement or repaired item back to you free of charge. On the rare occasions where a replacement or repair may not be in your best interests we may offer you an alternative product of equal value or a credit voucher for the value of the goods.

FISH

Given the nature of transporting fish by mail order and the need for complex packing procedures we are unable to exchange or accept returns on fish after you have purchased them. For this reason before you place an order with us, please consider the following: Some fish may have specific requirements i.e. PH, water temperature. Some fish will grow very large. Some fish require a single species aquarium. Please do not order fish unless you are certain that you will be able to look after them correctly, that they are compatible with your existing fish and you have the tank size to house them appropriately when they are adult. Please do not order too many fishes at once and ensure that your aquarium is fully mature before adding new fish. If you require any further advice on any of the above matters please contact us. All our fish will come with a information sheet which will provide you with details about the water that the fish has been kept in to aid you with the acclimatising your new fish.

GUARANTEE We give a live arrival guarantee, so if on the rare occasion a fish arrives dead we will issue a refund (for the cost of the fish only) back to your card. To do this we require a phone call by 1pm at the latest on the day of delivery. The dead fish should then be returned to us by post in a plastic bag. We will then on arrival arrange a refund back to your card (all refunds are at our discretion).

NOTE this guarantee only covers the cost of the fish and does not extend to the cost of carriage and no guarantee will be offered on any fish that are not signed for at the first attempt.

PACKAGING & DELIVERY All our fish are packed in at least two appropriately sized polythene bags with the correct amount of water. The bags will be inflated with pure oxygen and secured with rubber bands. The bags will then be packed in polystyrene boxes with a heat pack and sealed with tape. Any extra space will be filled with inflated bags so as to stop any movement during travel. All our fish are shipped overnight by APC . We try to get the courier to collect as late in the day as possible to avoid the fish being in transit for any longer than is necessary. Unless you request otherwise your order will arrive before noon on the day after it is shipped. It is possible at additional cost to request a before 9am or 10am delivery or a Saturday delivery. Please tell us when placing your order if you wish an earlier delivery time. NOTE you must be available to accept your fish and to sign for delivery. We will attempt to pack all orders in the same poly box but larger orders or larger fish may require packing in more than one box. All delivery charges are on a per box basis. Delivery is before noon on Tuesdays, Wednesdays, Thursdays and Fridays to mainland England, Scotland and Wales only (Unfortunately we cannot deliver to Northern Ireland). Please tell us your preferred delivery day when ordering.

NOTE there is no minimum order amount, but all orders must be received by noon the day prior to delivery.

NOTE we will not send out any fish in severe weather conditions.

UPON ARRIVAL Your order should reach you in perfect condition although certain species may appear quiet or pale – this is perfectly normal. Do not worry if your fishes appear unwell or torpid, this is often a fish’s natural reaction to the stresses of shipment. As long as you acclimatise your new stock correctly, you shouldn’t have any problems.

Turn the lights off on your aquarium and float the bags (still sealed) containing your new fish on the surface for a period of 20 - 30 minutes to allow the water in the bags to come up to the same temperature as the water in your aquarium. Once the water temperature is the same, open the bags and roll the top down making sure the bags are still floating on the water surface. Then over a period of 10 to 20 minutes add the tank water to the water in the bags, until you have doubled the initial amount of water in the bags, this will allow the new fish to acclimatise to the tanks water conditions. The new fish can now be released by netting the fish out of the bags or by gently tipping away the water in the bag and then releasing the fish into the water (the water in the bags should be discarded). Do not be surprised if your new fish hide away for a couple of days; this is perfectly normal. Do not worry if they do not feed straight away either. If you have any queries about your order, please contact us for advice

RESTRICTIONS

You must be over 18 years and have a valid credit/debit card, with full authority to submit an order through this site.

TAX

All prices include VAT unless otherwise stated.

PRIVATE POLICY

We offer the use of a secure server for online ordering via our website, which encrypts all information being sent.

We collect only information required to process and fulfil your order and to notify you of the status of your order. We only hold information for as long as it is needed for the purpose it was collected.

Copyright (c) Sweet Knowle Aquatics 2015