Returns Policy

Your satisfaction is important to us as we always aim to provide the best products and service to all our customers.

If you change your mind with any item you have purchased from us, please contact us on 01980 611116 within 14 days, state that you are requesting a refund, and we’ll issue you a returns number and instruct you on how to return your item to us.
We consider 14 days to be a reasonable time in which to return the goods to us and you should use an appropriate delivery method to ensure the products reach us within this time period.
When returning items, please make sure you insure them.
Items must be unused, in a saleable condition and in its original packaging.
We cannot offer refunds on items that are returned to us in an unsaleable condition.
Any item purchased online can also be returned, in person, to our store, but please contact us on 01980 611116 prior to travelling.
Once the item has been received back by us and inspected we will quickly give you a full refund (less the original delivery charge) for the item, within 30 days.

We regret that frozen products are not covered by our 14 day money back guarantee as we are unable to ensure their condition upon return to us.

Incorrect or Damaged Items

Whilst we do all we can to ensure your products arrive to you in perfect condition, occasionally items can get damaged in transit.
If this happens, we will do all we can to quickly resolve the situation.

Here is our procedure to follow when dealing with items that are incorrect or damaged:

If goods arrive in a damaged condition you should contact us as soon as possible.
A: Pallet deliveries will need to be inspected at time of delivery and any damages/issues need to be notified to us immediately and we will be able to advise you further.
B: For Parcel deliveries send us a photo of the damaged item/s, along with your order number and any other details that may help us.
We will then arrange a FREE return of these goods. This will either be done through one of the DHL drop off shops or via a pallet courier if required.
Once we have received the goods back, we will replace the goods at no charge or issue a refund for the goods, within 30 days.

*Please note if you not not follow our procedure as outlined above we will have no liability for goods said to be damaged on delivery.

All returns should be sent to the following address:

Returns Department
Porton Garden Aquatics & Pets,
Porton,
Salisbury,
Wiltshire,
SP4 0LA

Please read below for our returns policy on specific items:

Electrical

Electrical items, such as pumps, come with a manufacturers warranty (1+ years depending on manufacturer), faulty items will need to be tested prior to an exchange or refund being issued, and in some cases, the item may need to be returned to the manufacturer for further testing. Porton Garden Pet & Aquatics Centre cannot be held responsible for any damage caused by you (the customer) through improper use or neglect.

Lamps

If returning a faulty lamp, please ensure its in the original packaging as this includes vital information which is needed in order to issue a refund.

Liquids

We’re afraid we CANNOT give an exchange or refund on ANY LIQUIDS, this includes all nutrients and supplements.

If you have any questions about returning any item purchased from us, please telephone us on 01980 611116

Any item purchased online can also be returned, in person, to our store, but please contact us on 01980 611116 prior to travelling.

Once the item has been received back by us and inspected we will quickly give you a full refund (less the original delivery charge) the item for you.

Faulty Items

Whilst we choose our products carefully to ensure quality, occasionally items can become faulty.
If this happens, we will do all we can to quickly resolve the situation.