Online Delivery and Returns
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.
We aim to dispatch items that are currently in stock the same day as long as they are ordered before 3pm (excluding Bank Holidays and all 'Virtual Stock' items). If an item is ordered after 3pm, we aim to dispatch the following working day providing the item is currently in stock (excluding Bank Holidays).
It is possible an order will be accepted with insufficient stock to fulfill that order. In this rare event 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 fulfill your delivery in accordance with these terms. In these circumstances, we may require additional time and effort to fulfill 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 you require this then 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 for online orders. Any charges will be calculated on the basis of what you are ordering and 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 are within your order.
Standard delivery is FREE on all online orders OVER £50 from Maidenhead Aquatics. Delivery charges will be automatically applied to your order at the checkout based on the total value of our order. Any order UNDER £50 will be subject to a flat rate dependent upon the category of postage chosen at the checkout. These postage categories are as follows:
£1.95 – Royal Mail second class post
£3.95 – Royal Mail signed for
£5.95 – DPD next day for orders placed before 3pm, with a 1-hour time slot. Tracking information is available for all orders being delivered with this service.
All orders for for delivery to Scottish Highlands, Scottish Isles, Northern Ireland, Republic of Ireland and Offshore) will incur a surcharge, regarding of the order total.
You can see a full list of these in our full terms and conditions.
If any item in your order is being dispatched directly from a manufacturer a delivery charge of up to £50 will be charged. This is detailed on the product and will show in the checkout once the item has been added to your basket.
Any ‘Store Collection' orders will be a chargeable service at £1.95 for all purchases below £30, and then free for all orders over £30. Click here for further details.
Areas We Deliver To
We only deliver to the United Kingdom and Republic of Ireland 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 and Irish addresses but exclude all PO Box addresses.
Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), Freight Forwarders or international addresses.
The following areas are subject to extended lead times and delivery surcharges regardless of order total:
Highlands & Scottish Isles
Isle of Man & Isles of Scilly
Isle of Wight
Mainland Scottish Highlands - £17.50
Northern Ireland - £17.50
Republic of Ireland £19.50
Isle of Man - £17.50
Isles of Scilly - £17.50
Channel Islands - £22.50
In addition, Virtual Stock (AquaOak) will be subject to a delivery charge of £50 (Mainland UK).
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. Apart from where damaged or faulty when delivered or where items 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 click here. Alternatively call our online team Monday to Friday 9am to 5pm for any delivery issues or questions on 0203 664 7190. This phone number is only for Maidenhead Aquatics online delivery queries, this is not for any product information, advice or store related queries.
Where an item is dispatched from virtual stock, the delivery will be arranged with you prior to dispatch. Please note it can take up to 5 working days for a supplier to contact you regarding your order.
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 21 day no quibble returns policy. If you no longer require the ordered items you have 21 days to return the product. The 21 days start 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.
Please contact our online team via this form for further instructions of how to return your items. Alternatively these items can be returned to one of our stores across the UK. Find your nearest store.
Please note that under no circumstances can we process Paypal refunds in store.Should you wish to return an item you have paid for using Paypal you will need to return the item to us via post or recorded courier.
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.
If you are not 100% satisfied with your purchase from our website, you can return the product and get a full refund or exchange the product for another one, for up to 21 days from the date you purchased it.
Any product you return must be in the same condition you received it and in the original packaging and you must be able to provide proof of purchase or receipt.
Items cannot be returned or exchanged after 21 days from receipt of the original purchase.
You can return your items in one of two ways:
- In-store: Visit your nearest store, 7 days a week, where our colleagues will assist you. Please ensure you print and bring your order email confirmation as proof of purchase and the original card that the payment was made to allow us to process your refund. Please note: in order for a refund to be processed, the person named on the card which was used to process the payment must be present. If the cardholder and payment card are not present, we will offer the refund on a Maidenhead Aquatics Gift Card.
- By post or recorded courier: Within 21 days of the dispatch date to the following address: Maidenhead Aquatics, PO Box 619, Egham, Surrey, TW20 2BS
Please note that under no circumstances can we process Paypal refunds in store. Should you wish to return an item you have paid for using Paypal you will need to return the item to us via post or recorded courier as above.
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 accept no liability for returned goods that we fail to receive, or for those that get damaged when shipped to us.
When returning items to us, the initial postage and packaging charge, as well as any return postage cost incurred is non-refundable. Except in the case of faulty goods where only your return postage will be refunded.
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.
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. This can be found on your order confirmation email or on the invoice you received with your order. Failure to do this may result in a delay to the refund of your card.
Any online refunds will take up to 14 days from receipt of parcel to our warehouse. Emails will be sent to the email address associated with the purchase to:
1. Confirm receipt of your return to our warehouse
2. Confirm the refund of the goods following inspection of the item
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).
Your statutory rights are not affected by our returns policy. If you have any other questions regarding returns please contact our online team via this form.
For any damaged or faulty goods, we will seek to resolve the issue as soon as possible for you. Please contact our online team via this form and we will do our utmost to rectify and send out the new product as quickly as possible. Damaged or faulty items can also be returned to one of our stores across the UK. Find your nearest store. When returning a damaged or faulty product you will need the original order number and receipt as proof of purchase.
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.
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.
Recycling Household Electrical Equiptment
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.