At OSAquatics, we want every customer to be confident when ordering from us. This policy explains how refunds, returns, and order issues are handled for all purchases made through our website.
Because we sell aquatic livestock supplies, treatments, and consumables, some items cannot be returned once opened. We follow UK consumer protection rules and always aim to resolve issues quickly and fairly.
Returns Eligibility
You may request a return if:
- The item arrives damaged
- The wrong item was sent
- The product is faulty
- You change your mind before the order is dispatched
Items not eligible for return:
- Opened bottles of treatments or conditioners
- Opened food products
- Items that have been used
- Products not in their original packaging
- Any item returned without prior approval
This is because consumable aquatic products cannot be safely resold once opened.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery.
Please include:
- Your order number
- A photo of the item
- A photo of the packaging
- A brief description of the issue
We will offer either:
- A replacement
- A refund
- Or store credit
depending on the situation.
Change of Mind / Cancellation
You may cancel your order before dispatch for a full refund.
Once an order has been shipped, cancellations are no longer possible.
Refunds
Approved refunds are issued to the original payment method (PayPal). Refunds typically appear within 3–5 working days, depending on PayPal’s processing times.
Returns Process
If a return is approved:
- We will provide a return address
- You must package the item securely
- You are responsible for return postage unless the item was damaged or incorrect
- Once received and inspected, we will process your refund
Non‑Receipt / Missing Orders
If your order does not arrive within the expected delivery window:
- Tracked 48: 2–3 working days
- Tracked 24: 1–2 working days
Please contact us. Royal Mail considers a parcel “lost” after 10 working days, at which point we can issue a replacement or refund.
Contact Us
If you need help with a return or refund, contact us:
Email: enquiries@osaquatics.co.uk Website: Contact form on the OSAquatics site
We aim to respond within 24 hours.