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Delivery & Returns

🔄 Vision Aquatics Returns, Refunds & Livestock Policy

At Vision Aquatics, we aim to provide high‑quality products and livestock, clear information, and reliable service. This policy explains your rights and our responsibilities when purchasing from our website. Nothing in this policy affects your statutory rights under UK consumer law.

Please read this policy carefully before placing an order.

📦 Non‑Livestock Returns (Dry Goods Only)

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for non‑livestock items within 14 days of delivery, without giving a reason.

To qualify for a return:

  • Items must be unused
  • Items must be in their original condition
  • All original packaging, seals, labels, and accessories must be intact
  • Proof of purchase must be provided

We reserve the right to refuse returns or apply a deduction if items show signs of use, damage, or missing components.

🚫 Items That Cannot Be Returned

The following items are non‑returnable, unless faulty:

  • All livestock, including corals, fish, and invertebrates
  • Opened or used foods, liquids, treatments, or supplements
  • Perishable or temperature‑sensitive products
  • Custom or special‑order items
  • Gift cards (physical or digital)

🪸 Live Corals & Livestock – Important Conditions

Due to the delicate and perishable nature of live animals, special rules apply.

Corals Damaged on Arrival (DOA)

If a coral arrives damaged or deceased, you must notify us within 2 HOURS of delivery.To be eligible for a refund or replacement, ALL of the following conditions must be met:

  • Email websales@visionaquatics.co.uk within 2 hours of delivery
  • Include your order number
  • Include a clear photograph of the coral:
    • Inside its original, sealed bag
    • Unopened and untouched
  • The coral must not be removed from its original packaging
  • No acclimation or handling must have taken place

Once a coral has been removed from its original sealed packaging, responsibility for its care, condition, and survival passes to the customer.⚠️ We cannot offer refunds or replacements if:

  • The claim is made after the 2‑hour reporting window
  • The coral has been removed from its original packaging
  • The coral has been placed into an aquarium
  • Required photographic evidence is not supplied

All DOA claims are subject to assessment and verification by Vision Aquatics to allow fair and accurate evaluation of the coral’s condition at the point of delivery.

🚚 Delivery, Inspection & Responsibility

On Delivery

  • Customers must inspect deliveries immediately upon arrival
  • Any visible damage must be reported to the courier or delivery refused
  • Once the courier leaves, the delivery is deemed accepted in good condition

Courier Delays & Failed Deliveries

We cannot accept responsibility for livestock loss or deterioration caused by:

  • Delivery delays outside of our control
  • Failed or missed delivery attempts
  • Incorrect or incomplete delivery information provided by the customer

Pallet & Large Item Deliveries

  • Must be inspected before signing
  • Any damage must be recorded or delivery refused
  • Damage reported after acceptance will be deemed consumer‑related

All items become the customer’s responsibility once delivered.

🚛 Delivery & Return Postage

  • Delivery charges are calculated and displayed at checkout
  • Return postage costs are the customer’s responsibility, except where goods are faulty or incorrect
  • Original delivery charges are non‑refundable, except where required by law

🔁 How to Return a Non‑Livestock Item

Step 1: Notify Us

Please contact us before returning any item so we can expect your parcel.

Step 2: Return the Item

Send returns within 14 days of delivery to:

Vision Aquatics
2 Bayard Place
Verwood Road
Three Legged Cross
Wimborne
BH21 6RJ

  • We recommend using a tracked or recorded service
  • Clearly include your order or invoice number
  • Goods remain your responsibility until received by us

💸 Refunds

  • Refunds are processed within 14 days of receiving and inspecting returned goods
  • Refunds are issued to the original payment method
  • Any applicable deductions will be communicated prior to refund completion

🛠 Faulty or Incorrect Items

If you receive a faulty or incorrect item:

  • Contact us before returning the item
  • We will arrange a suitable resolution (replacement or refund)
  • Return postage will be refunded where applicable

♻ Electrical Equipment & WEEE

We comply fully with UK WEEE Regulations and encourage responsible recycling of electrical equipment. Please contact us if you require assistance with recycling or disposal.

📞 Contact Us

For returns, livestock claims, or general enquiries:📧 websales@visionaquatics.co.uk