Deliveries and Returns
Returns
We're so convinced you'll absolutely love our products, that we're willing to offer a 30 day risk free money back guarantee. If you receive your order and are not satisfied for any reason you can return the product for a refund within 30 days of making a purchase. this exludes perishable goods and livestock.
Perishable goods are completely exempt from being returned.
Fish temperament, size, gender, and suitability to live with one another can not be guaranteed.
Taking on fish must be considered carefully, as once purchased, their care and welfare are your responsibility. Under NO circumstances can fish be returned.
All our fish are guaranteed for 7 days. Under no circumstances can refunds or replacements be given after this time.
Evidence of the fatality and a water sample will be required for testing by us. Refunds or replacements will be determined by the result.
Proof of purchase
To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without proof of purchase, we will not issue a refund.
Sale and clearance items.
Only regular-priced items may be returned. Unfortunately, sale or clearance items cannot be returned.
Shipping items
Delivery on Excellence Raw and Dry Food. and LIVESTOCK can be collected from 245 High Street, Chatham. Kent. We do offer a local delivery service in the following postcodes only. ME1, ME2. ME4, ME5, ME14, ME15 POSTCODE AREA ONLY. if you select a postcode from any other area, the cart will automatically select the collection from our shop option only. we will contact you about deliver times and days in your area if opting for local delivery. you are more than welcome to contact us for more information.
Local delivery for raw and livestock will be charged at £4.99.
Deliveries under £35.00 have a £3.95 charge. This will show in the cart when you pay.
Orders for heavy products will charged up to £8.99
In order to return an order, you must contact us first.
Returns can be mailed to: Pet Aqua 245 high street, Chatham, Kent ME4 4BQ. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.
You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.
Contacting us
If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to petaqua@aol.com or call us at our store
01634 849361
This document was last updated on May 9th 2025