Products purchased in our shop can be returned easily
Under the current law, you have 14 days* to withdraw from a distance selling contract without giving any reason, but there is en exception.
If you order a made to measure background, where you specify the dimensions of the background (width and height), number of sections and you make a mistake with any of the above, we will not accept the return and will not offer you the refund. Of course we will help you to sort out the issue, if we can. Our 3D backgrounds are all hand made and the colour may vary from the pictures you see on our website. The background colour will change under water and it also depends on lighting in your aquarium. The shade of colour of the products cannot be a reason for return.
So, if a product does not meet your expectations, you haven't used it, you can return it within 14 days* from the date of the withdrawal from the agreement. All returns in our shop are handled by a very simple returns creator which gives the opportunity to send a return parcels via Parcelforce Courier or Hermes. The couriers will collect the packed item on agreed day or you can drop off the parcel at your local Hermes or Parcelforce Shop.
Please secure the returned item in the original packaging, use extra bubble wrap, cardboard to secure it from possible damage during shipping to us. Our products, like backgrounds and 3d rocks are fragile. If the returned item comes damaged to us, we can't refund you money, but you can complaint to courier to reimburse you the costs under their policy.
Benefits you can get by using a returns tool in our shop:
Adding a return was reduced to six simple steps constituting the returns creator. The creator automatically generates a label which you only need to print out. Thus, you do not waste time to fill documents manually.
It’s fast and problem-free
Thanks to the process automation you save your time and energy – you do not have to make calls and negotiate return conditions.
A return label will be delivered to your email, the courier will collect the parcel from your home address or work address on the day you specify (excluding weekends)
A return fee is only £9 and you do not need to pay for it at the post office – the amount will be deducted from the sum that we will refund for a returned product. Your satisfaction is our goal.
All returned parcels are insured
Make a return in 3 easy steps!
Details of making a return
Log in to your account and then select a product you would like to return in a returns panel.
In the following steps, select a return by clicking on the "I will use a return shipment paid by a shop” and choosing the form in which you would like to receive a refund.
Generate return documents together with address labels, print them and be sure to sign the return document.
Put a packed product with the return document to a box suitable for shipment and make sure to tape it well. Please use the original box in which you received the ordered product.
A refund, in the form chosen in the returns creator, will be made within 2 days from the day we receive the returned item in a good condition, not damaged by courier. All received parcels will be inspected with the delivering driver and possible damage report will be filled.
The above procedure is not a condition for using the statutory right to withdraw from the agreement and does not limit it in any way.