Refund Policy

This policy applies to goods purchased from Emerald Aquatics and should be read alongside our Terms & Conditions. Nothing in this policy affects your statutory rights under UK law.

Dry Goods (Non-Faulty Items)

You may return or exchange non-faulty goods purchased from Emerald Aquatics within 28 days of receiving your order.

If your goods are delivered, please inspect them carefully on arrival. Do not sign for or accept delivery if there are visible signs of damage. Any damage should be reported to us immediately.

When choosing products, please take time to ensure suitability or seek advice from our team. Returns of unwanted items are at the customer’s expense.

To be eligible for a return, items must:

• Be unused and undamaged

• Be in a clean, resalable condition

• Be returned with relevant proof of purchase

Non-faulty items returned in an unsellable condition will not be eligible for a refund, exchange, or credit.

Returned goods remain the customer’s responsibility until received by Emerald Aquatics. We strongly recommend using a tracked or insured delivery service and retaining proof of postage.

Once returned goods are received and approved, refunds will be issued within 14 days, excluding original delivery charges.

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Faulty or Damaged Goods

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose.

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Your Rights

• You have a 30-day right to reject faulty goods for a full refund

• After 30 days, you are entitled to a repair or replacement

• If a repair or replacement is unsuccessful, you may be entitled to a refund

Faults must be reported to Emerald Aquatics as soon as possible. Faulty items must be returned with relevant documentation so we can identify the original purchase.

Upon receipt, we will assess the goods. Where necessary, items may be sent to the manufacturer for expert inspection.

• If the fault is confirmed, the item will be repaired, replaced, or refunded in line with your statutory rights

• Some high-value items may be repaired rather than replaced, at the manufacturer’s discretion

• If the manufacturer confirms the item is not faulty, it will be returned to you and a charge may apply to cover postage and packaging

Refunds for faulty goods will be issued within 14 days of confirmation.

Emerald Aquatics does not accept liability for consequential loss arising from faulty goods, delivery delays, damaged in transit or courier issues. This does not affect your statutory rights.

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Palletised & Large Deliveries

Palletised deliveries must be inspected carefully upon arrival.

If visible damage is present:

• Refuse delivery or

• Clearly note the damage on the delivery paperwork

• Take photographs before accepting

You must notify Emerald Aquatics immediately so we can begin the courier claims process.

By signing for a palletised delivery without noting damage, you confirm the item was received in good condition. Any return after acceptance will be at the customer’s cost. Items must be unused, undamaged, and returned in original packaging. Failure to retain packaging may invalidate transit damage claims