Our Returns Policy

Returns Policy

We want you to be delighted with your purchases.

We make every effort to ensure that all our livestock and plants are healthy and of the highest quality, and they are fully inspected individually prior to dispatch or collection.

If however you feel that a fish or plants you’ve received is not in good condition then please contact us immediately, to discuss its return, exchange or refund.

We do however reserve the right in all such circumstances to make a determination of what we consider to be appropriate action based on each individual case, and such determination is at the complete and sole discretion of Golls Aquatics staff.

Third Party Products

Our branded products are generally returnable if you return them in saleable condition (unopened packaging, and undamaged) and can be exchanged or refunded at its original purchase price, within a 30 day period from the purchase date.

Any difficulties outside this period is covered by the manufacturers warranty if given, so any dialogue regarding repair, or exchange should be directed to them.

However this does not apply to bespoke or made-to-order items - such as self assembly items after any attempts at construction that have been made that do not follow the manufacturers assembly instructions.

Fish

Fish can be highly sensitive animals, and are particularly sensitive to their environmental conditions and handling. This relates to both their handling in transit from the point of purchase and their transition to their new living environment. Great care should be taken in this regard, and if in the view of our staff, they do not feel such care has been taken, a request for a refund or exchange may be denied.

Plants

It’s worth noting the seasonality of plants, and that they will look different depending on the time of year.

Out of or early season plants may look very bare in winter periods, but the images on the website generally show a mature plant often in full bloom, but this may not be its state when purchased.

We fully comply with the Consumer Contracts Regulations, which give consumers buying on-line the right to examine and test items at home as they would in a shop, if it has been delivered to them.

However business customers do not have this right.

As a general principle, If you are unhappy with anything you've bought, simply let us know, by telephone, or writing via email within 30 days (for branded products only), and we will enter into a dialogue with you to discuss the most fair and equitable action we feel is appropriate based on a case by case basis.

Please note that animals and plants are not governed solely by the same principles of the sale and return for boxed or branded goods because of regulatory issues associated with biosecurity, animal and plant material controls and other UK and International regulations governing the sales of living things.

Therefore in such instances all such returns will be at the sole discretion of Golls Aquatics staff.

Click HERE to see our full terms and conditions