Online Delivery & Returns Policy
Our Delivery Promise
At Maidenhead Aquatics we pride ourselves in offering you both excellent service and great value for money. With this in mind, we want you to be 100% confident when purchasing from our online store. To place an order you will be asked to provide a valid email address so that we can send a confirmation email as soon as your order has been dispatched. This helps you to know when your delivery will be made. In most cases, this email will contain a tracking number and a link to the website of our nominated courier to enable you to track the status of your delivery.
Subject to availability, we will use all reasonable means to deliver the items you have ordered within the time stated for the delivery service you have selected once your order is accepted by us. In rare circumstances we may have to split your order and you might receive multiple parcels, however you will only be charged once for delivery.
We aim to dispatch the items you ordered as soon as practicably possible in order for them to arrive within the target delivery date. Any dates we specify for delivery of goods are approximate and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay. If we, or our suppliers, make a mistake, we will use our best endeavours to rectify the problem and find an outcome that is suitable for you.
It is possible an order will be accepted with insufficient stock to fulfil that order. In case of items being out of stock, we will deliver as soon as new stock arrives unless you request a refund.
In certain exceptional circumstances, such as adverse weather, we may be unable to fulfil your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfil the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.
We cannot deliver items within the same order to multiple addresses. If this is required please place separate orders for each address. Each order will be subject to a separate delivery charge.
The following information outlines the varying delivery charges which will be calculated on the basis of what you are ordering, where you are asking us to deliver to. You can be confident that you will only pay one delivery charge per order regardless of how many items you order (the highest applicable charge will apply).
Delivery charges can be found on the postcode check page which details specific cost according to location and will be made clear on the confirmation page before payment is taken.
Standard delivery is FREE on all online orders OVER £50 from Maidenhead Aquatics there will be a surcharge for Scotland, Highlands, Offshore. To take advantage of this offer, any charge will be automatically adjusted to your order at the checkout according to the total value spent.
We aim to deliver items that are currently in stock either next day delivery (excluding Bank Holidays) after the date the order is placed a flat rate delivery charge of £5.95will apply to any orders under £50.
If the order is placed before 3.00pm Monday to Thursday (excluding Bank Holidays), we aim for next day delivery service.
Areas We Deliver To
We only deliver within the United Kingdom and do not deliver on Saturdays, Sundays or Bank Holidays. Time frames shown are subject to availability and cannot be guaranteed. Delivery can be made to the majority of UK addresses but exclude all P.O box addresses.
Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), Freight Forwarders, international addresses or The Channel Islands (GY, JE).
The following areas are subject to extended lead times and costs, please see check when ordering.
|Highlands & Scottish Isles||7 Days|
|Isle of Man & Isles of Scilly||2 Days|
|Northern Ireland||4 Days|
|Isle of Wight||5 Days|
Deliveries will require a signature to confirm receipt (we strongly advise you to inspect the carton carefully before signing). You will be provided with a 1-hour delivery timeslot via a text message or email.
Once delivered, the items ordered will become your property (provided they have been paid for in full) and your responsibility and, apart from where damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.
Please make sure that you check your items carefully before you use them. We recommend that you keep your receipt or order number, which can be found on your order confirmation email or on the order invoice that comes with your delivery. You will need this information as proof of purchase in the event of any after-sales enquiry.
If you need any further information in regards to your online order, please contact Niblock Logistics Monday to Friday 9am-5pm for any delivery issues or questions on 01293 773130.
This Phone number is only for Maidenhead Aquatics online delivery queries, this is not for any product information, advice or store related queries.
DPD Couriers deliver our standard orders. When you enter your email address and mobile number at the checkout, DPD will send a text and an email with a one hour delivery window, so that you don't have to wait in all day for your order. If the delivery date (or time?) is inconvenient, you can follow the simple instructions to change this to a more suitable date or time. You can alternatively provide instructions to leave with a neighbour or in a safe place.
Cancellation: Your Right to Cancel
Our products are covered by our 7 day no quibble returns policy. If you no longer require the ordered items you have 7 days to return the product. The 7 days starts on the day you received your order. All items to be returned must be unopened (i.e. no broken seals) and in the original condition they were received (unless damaged or faulty; if so please see below).
Please contact customer services via this form for further instructions and to arrange the collection of the unwanted goods. Or these items can be returned to one of our stores across the UK. Find your nearest store.
This is not intended to be a full statement of your rights under the Distance Selling Regulations. Full details of your rights are available from your Local Authority's Trading Standards Office.
Please be aware this form is only for on-line orders, for advice or other information please contact your local store. Find your nearest store.
Right to charge for aborted collection
If you are not at home when we try to collect any returns, we reserve the right to deduct a delivery fee from your refund or charge your card the direct costs to us, in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
Faulty Products & Recalls
For any damaged or faulty goods, we will seek to resolve the issue as soon as possible for you. Please contact our customer service team via this form and we will do our utmost to rectify and send out the new product as quickly as possible. Or these items can be returned to one of our stores across the UK. Find your nearest store.
In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.
Should you wish to return any product purchased from our website, please carefully read and follow the instructions provided with the paperwork included with your delivery.
We offer two methods to return products. You can either:
- Visit your nearest store 7 days a week where our colleagues will assist you (please print and bring your order email confirmation as proof of purchase and the original card that the payment was made); or
- Contact our Customer Services team Monday to Friday 9am to 5pm via via this form who will advise you and provide you with the returns address. We recommend you obtain proof of posting.
You can return any item that you've ordered online from Maidenhead Aquatics (by post or recorded courier) for a refund within 7 days of the dispatch date. If you paid for a Product in a Maidenhead Aquatics store please return your Product to the Maidenhead Aquatics store to receive a refund.
Any on-line refunds will take up to 14 days from receipt of parcel. Email conformation will be sent.
Except in cases of faulty goods, the initial postage and packaging charge, as well as any return postage cost incurred is non-refundable unless informed otherwise. Goods are your responsibility until they reach our warehouse, so please ensure that you package them well to prevent any damage in shipping. In all cases, except where an item is faulty, goods returned must be in their original condition and will be inspected on arrival.
Please obtain a receipt for your return package at the Post Office counter, which can be used to track the item(s) you are returning, should for some reason they not arrive at our warehouse. We cannot accept liability for returned goods that we fail to receive, or for those that get damaged when shipped to us.
In the rare instance that incorrect items were sent to you that do not conform to your original order, we will refund your initial delivery charge and return postage. Please return the items to us using a recorded or tracked delivery service, or by standard Royal Mail (retaining your proof of postage).
Delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. For further information about your legal rights contact your local authority Trading Standards department.
Please note all returns must have an order number clearly marked on the inside of the packaging. Failure to do this may result in a delay to the refund of your card.
Recycling Household Electrical Equipment
With effect from July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for recycling of household electrical goods, where previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment.