Livestock Returns Policy:
Returns areNOTaccepted on all live stock. This includes invertebrates, corals, fish etc.
We cannot be responsible if you have ordered the wrong item for your aquarium, therefore we strongly recommend you do your homework before purchasing.
Should you contact us to enquire about suitability, we will do our best to advise you as best as we can. However, this does not remove your responsibility to ensure you have researched the livestock yourself to make the final decision.
Arrive Alive Guarantee Policy:
We have close to a 99% success rate on our livestock shipping due to our picking and packing techniques.
However, the unfortunate event that an item is dead on arrival you must follow the below procedure to prevent your claim from being declined.
- You must make contact with us via email within 2 hours of receiving your order. You do not need to call us as we are not always able to answer the phone immediately due to the nature of our work with our hands in water majority of the day.
- The email must contain a clear photo of the livestock in the original bag still sealed. The photo must be clear and show the entire bag.
This allows us to review your claim and refund accordingly. Due to the nature of your purchase, should you not make contact within 2 hours, refund claims will not be considered.
Once your claim has been processed a refund will be honoured for the cost of the item EXCLUDING the cost of postage within 72 hours.
Please note that the acclimatisation process and how the livestock settle into your aquarium is your responsibility as this is out of our hands. There are a number of factors out of our control such as
- Existing fish becoming aggressive towards your new additions
- Incorrect water parameters - PH / Ammonia / Nitrite Levels.
- Incorrect acclimatisation process carried out, introduced livestock too soon which will cause too much stress to the livestock.
Therefore we are unable to cover the livestock once they have been delivered and introduced into your aquarium.
Claims will NOT be considered if you miss delivery and your order is taken to the sorting office. Returns are not accepted on livestock. YOU MUST NOT CHANGE YOUR DELIVERY DATE VIA DX SECURE. IF YOU DO YOU WILL VOID YOUR ARRIVE ALIVE GUARANTEE AND YOUR CLAIM WILL NOT BE CONSIDERED
We strongly recommend that you quarantine any new additions before introducing to your main tank. As with any livestock, we cannot be 100% sure of their condition once they leave us, therefore you should always carry out your own quarantine process and monitor the livestock closely before you make the decision to introduce the livestock to your main aquarium.
As of the 1st May 2021, we will be issuing a credit code rather than a monetary refund, should a livestock item not arrive alive. You must still follow the procedure as normal which is stated in our policy, for your claim to be considered.
The credit code will be issued via email to the email address given on your order.
The credit code will be for the value of the livestock only (excluding postage costs)
This only applies if your item is covered by our Arrive Alive Guarantee policy.
If an item is out of stock at the item of packaging your order, we will issue a refund as we were unable to fulfil the item prior to dispatching.
Dry Goods Orders;
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at accounts@cellarmarineaquatics.co.uk. If your return is accepted we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at accounts@cellarmarineaquatics.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately (within 2 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as foods and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Should you have any questions, please contact us and we will be happy to help.
Faulty Items &Manufacturers Guarantees
Should your item become faulty within the manufacturers warranty period, the item will need to be returned to us or we may ask you to return the item directly to the manufacturer for them to complete their inspection and diagnose the potential faults. Once the inspection has been completed, we will then be able to advise if your item is eligible for a refund or a repair/replacement
We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period.
We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first 14 days of receipt, this must be confirmed by the manufacturer before we will issue the refund.
We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circ*mstances should goods be returned to us without prior approval.
We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.
Electrical Equipment
Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels.
Return of goods requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage. We withhold the right to repair any electrical goods and a replacement will only be issued is the manufacturer or UK distributor decides this is necessary. Customers may be asked to return items to us for repair or replacement, we cannot be held accountable for collecting faulty goods.
Complaints Procedure
In the unfortunate event that you wish to make a complaint regarding the service or product you have received, please contact us via email to sales@cellarmarineaquatics.co.uk. Please write to us with as much information as possible for us to handle your complaint in a timely manner.
We may ask for further information from you should your complaint require further investigation. Due to the nature of complaints, we cannot guarantee that your complaint will be resolved immediately, but we will endeavour to resolve the matter within 5 working days.
