Online Delivery and Returns

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 the 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 working day if they are ordered before 3pm (excluding Bank Holidays and all items send directly from our suppliers). 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 for an order to be accepted with insufficient stock to fulfil 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 fulfil your delivery in accordance with these terms. In these circumstances, 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 you require this then please place separate orders for each address. Each order will be subject to a separate delivery charge.

Until dispatch of goods by the seller to the buyer, no contract for the sale of goods shall arise.

Delivery Charges

The following information outlines the varying delivery charges for online orders. Any charges will be calculated based on 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.

Express delivery is FREE on all online orders OVER £30 from Maidenhead Aquatics, excluding any products which are sent directly from a manufacturer.

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.

Delivery of items coming directly from our suppliers is available only to the UK mainland and is not available for any highland or island addresses.

Gift Cards will always occur a delivery charge which will be calculated on the checkout.

Delivery charges are automatically applied to your order at the checkout based on the total value, weight and delivery address of your order. Any order UNDER £30 may be subject to a delivery charge depending on the contents of your basket.

All orders being delivered to Scottish Highlands, Scottish Isles, Northern Ireland and Offshore) will incur a surcharge for delivery.

Any Store Collection order will be a chargeable service at £4.95 for all purchases below £30. This service is free for all orders over £30.

Areas we deliver to

We only deliver to 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 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 exception areas are subject to extended lead times and delivery surcharges regardless of order total:

Exception Area:

• Scottish Highlands - 7 Days - £17.50
• Northern Island - 5 Days - £17.50
• Isle of Man - 5 Days - £17.50
• Isles of Scilly - 5 Days - £17.50
• Isle of Wight - 5 Days - £17.50
• Channel Islands - 7 Days - £22.50

In addition, all orders dispatched directly from our suppliers will not be delivered to the above areas.

Delivery Arrangements

Deliveries sent with DPD 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.

Deliveries sent with Royal Mail will not require a signature. We do not accept liability for any order not received where the tracking on the parcel says the parcel has been successfully delivered to the address given.

Any items sent directly from our suppliers or arrive on a pallet must be checked over before signing and any faults or damages must be noted with the signature for the order. Once you have signed for the goods, we will not accept any liability for damages claimed which weren’t declared before the order was signed for. Deliveries from our suppliers will be made Monday - Friday only.

Once delivered, the items ordered will become your property (provided they have been paid for in full) and your responsibility. 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 and order number, which can be found on your order confirmation email and 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.

You can call our online team Monday to Friday 9am to 5pm (excluding bank holidays) 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 our suppliers, 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.

Cancellation: Your Right to Cancel

Our products are covered by our 21 days no-quibble returns policy. If you no longer require the ordered items, you have 21 days to return them. The 21 days start on the day you received your order. All items being returned must be unopened (i.e. no broken seals) and in the original condition, they were received.

If you wish to return an item you have ordered online you can send it by post or courier, or you can take it into one of our stores. However, in both cases, you must submit a Return Request on fishkeeper.co.uk. Stores will be unable to refund any item that does not have a Returns Number generated by this process.

Please watch the video below (under Returns (Online Purchases Only)) for information of how to do this.

Please note that we cannot process Paypal or Klarna refunds in store. Should you wish to return an item you have paid for using Paypal or Klarna you will need to return the item to us via 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.

Returns (Online Purchases Only)

If you are not 100% satisfied with your purchase online 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 (in the case of a like-for-like exchange in-store) or a valid Returns number if returning for a refund either online or in-store.

Items cannot be returned or exchanged after 21 days from receipt of the original purchase.

As with your Right to Cancel above, 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 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.

OR

• 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 inform our online store team of your return request so they know to expect your return.

Whichever option you select, you must first Submit a ‘Returns Request’ via your Account on fishkeeper.co.uk in order to obtain a unique Returns number. Please watch the short video below which walks you through how to do this. This number will be required by our stores if returning your item to your local store for a refund.

Please note that we cannot process Paypal or Klarna refunds in store. Should you wish to return an item you have paid for using Paypal or Klarna you will need to return the item to us via recorded courier as above after receiving your Returns number from Fishkeeper.co.uk.

If returning items via post or courier, please obtain a receipt for your return package which can be used to track the item(s) you are returning. If for some reason they do not arrive at our warehouse, we accept no liability for returned goods that we fail to receive, or for those that get damaged when being shipped to us.

Please note all returns must have a Returns number clearly marked on the inside of the packaging. This can be found on your Return Request email once your return is approved, or on the invoice you received with your order. Failure to do this may result in a delay to the refund of your card.

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.

Any online refunds will take up to 14 days from receipt of the 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 us [email protected].

Faulty products

For any damaged or faulty goods purchased online, 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.

*if a damaged item arrives on a pallet and you wish to return it the return cost will be covered. Any cost of reboxing and rewrapping will not be covered and the value may vary.

Recalls

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 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 the 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.