Terms of service

Southern Aquatics Website Terms and Conditions

* Prices and Offers shown are Online Only, prices and offers may vary instore.

* A Printed copy of the order or a Mobile Screen Shot of the Order must be shown upon Collection at the Tills of the Poole or Cadnam Branch.

* Currently Delivery is to Mainland UK Only

• We use UKMail tracked Next day delivery service to get your items to you as quickly and efficiently as possible or Royal Mail 48 Economy Delivery service for items under 2kg. Orders are not dispatched on weekends, some Wednesdays or bank holidays. Orders received on Friday are not guaranteed to be collected until the Monday
• Delivery is £6.95 (NEXT DAY) or £3.99 Royal Mail 48 2-3 Day Delivery with free delivery on orders over £49 (Certain larger items that are fullfilled by the the Manufacturer will take longer, please read product description)
• Free Delivery on selected lines under £49 is available to Mainland UK Addresses, these are usually small items sent as letters, large letters or small parcels 2nd Class Royal Mail. Free Delivery when purchased separately, if purchased with an item requiring postage, then postage will be charged.
• We also offer Free Click and Collect Service, with collections usually available within the hour. Please bring along order confirmation, Collections available between 10:00-16:00 Mon-Sat 10:00-16:00 Sun. Collection is from our Poole and Cadnam Branch (Currently only selected Aquatic, Reptile and Pond Products available at Cadnam. Other items can be requested for collection at Cadnam, but it can take several days for the stock to be sent over from Poole). Currently all Livestock Collections are only available at Poole.
• Emails and Mobile numbers are only used to send tracking information and delivery updates
• We aim to dispatch items within 2 working days, but will try our best to dispatch same day on orders processed before 12:00pm.
• Large items such as large bird cages and larger Pond Filters are delivered to the kerbside only. Help maybe needed to unload off the van. It is then responsibility of the buyer to move the item from the kerbside to their property. Please have adequate help if needed.
• Shipping Charges apply to Mainland UK addresses only and surcharges occur to certain more remote areas including Northern Ireland, Isle of Man, Scilly Isles, Channel Isles, parts of Scotland and International deliveries.
• We provide a 30 Day Returns Policy, with the refund being issued upon arrival of the product in its original condition and packaging
• If a product has been used or the blister packaging has been opened, we are unable to issue a full refund. We may however be able to issue a partial refund. This is subject to our discretion. We accept no liability for loss or damage to products sent back, recommending that adequate transit insurance is taken out by the buyer
• Please email [email protected] before returning any items
• If an item has been lost during transit we are only able to resend your order when the courier has concluded their investigations
• We can only credit the card/bank originally used for the transaction. Refunds will be made immediately
• The cost of returns postage is only covered if the item is damaged, faulty or sent in error
• Upon inspection of the faulty item, we will aim to repair or replace in accordance with the manufacturer’s Guarantee conditions
• All returns can be sent to our Head Office Southern Aquatics and Pets, Northmead Drive, Creekmoor, Poole, Dorset. BH17 7XZ
• Description of items on our website are provided by the product manufacturer or their agents and images or packaging may change
• We reserve the right to refuse to supply an individual or cancel an order without prior notice or explanation. All monies will be immediately refunded.
• Prices may vary instore compared to prices shown online.

Please read and retain all product manuals and information involved in the maintenance of the associated product. If an item is thought to be faulty please refer to the product manual trouble shooting page or contact us first. Many issues can be easily solved without the need to return the item to us. If a product is found to be faulty we will aim to repair or replace as quickly as possible.

We are unable to accept liability on resulting damage or loss of a product becoming faulty. We recommend regularly the cleaning of all moving parts, in particular impellers for pumps, which are usually not covered by the manufacturer’s Guarantee.

Any advice or queries , do not hesitate to email us on [email protected] or phone us on 01202 606552 during our office hours Monday – Friday 09:00-17.00.

This refund policy does not affect your statutory rights.

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