Returns Policy

At AquaCulture, we are committed to providing you with high-quality products and excellent customer service. We understand that occasionally, issues may arise with your purchase. Therefore, we have established the following returns policy to ensure a hassle-free and fair process for our valued customers.

Returns Eligibility

Returns are accepted if the product is broken or faulty and meets the following conditions:

1. The return request must be made within 14 days from the date of delivery.
2. The product must be in its original packaging, including all accessories, manuals, and any other items originally included with the product.
3. The product must be unused, and all tags, labels, and security seals must be intact.
4. To initiate a return, you must provide clear image proof of the product’s damage or fault.

How to Initiate a Return

If you believe you have received a broken or faulty product, please follow these steps to initiate a return:

1. Contact our customer support team within 14 days of receiving the product via hello@aqua-culture.co.uk
2. Provide your order number, a detailed description of the issue, and attach clear images that clearly show the damage or fault.
3. Our customer support team will assess your request and provide you with further instructions on the return process.

Return Process

Once your return request is approved, you will receive instructions on how to return the product. Please ensure you follow these guidelines:

1. Carefully package the product in its original packaging.
2. Include all accessories, manuals, and any other items originally included with the product.
3. Clearly mark your return package with the provided return authorization number.
4. Ship the product to the address provided by our customer support team.

Refunds and Replacements

After receiving and inspecting the returned product, we will process your refund or replacement based on your preference and product availability:

1. Refund: If a refund is requested, it will be issued to the original payment method used for the purchase within 30 business days after we receive the returned product.
2. Replacement: If you prefer a replacement, we will send you a new product, and any applicable shipping costs will be covered by AquaCulture.

Exceptions

Please note that our returns policy does not cover:

1. Products damaged due to misuse, negligence, or accident.
2. Products with normal wear and tear.
3. Products not purchased directly from AquaCulture

Contact Us

If you have any questions or need further assistance regarding our returns policy, please don’t hesitate to contact our customer support team via hello@aqua-culture.co.uk.

We appreciate your trust in AquaCulture and strive to ensure your shopping experience is always positive. Thank you for choosing us as your online shopping destination.