Returns & Refunds Policy
At Matthews Aquatic Paradise Ltd, we want you to be completely satisfied with your aquarium products and services. If something isn’t right, we’re here to help with a fair and transparent returns process.
This policy applies in accordance with UK consumer rights legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Returns Eligibility
You may request a return within 30 days of receiving your order, provided that:
- The item is unused and in its original condition
- The item is returned in original packaging
- Proof of purchase is provided
Some items may be exempt from returns, including:
- Live fish or aquatic livestock
- Perishable or custom-made products
- Opened or used aquarium treatments or water conditioners
- Sale or clearance items
Damaged or Faulty Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
We may request:
- Photographs of the issue
- Order details and description of the fault
Once verified, we will offer a suitable resolution, which may include:
- Replacement of the item
- Repair (where applicable)
- Full or partial refund
Change of Mind Returns
If you change your mind, you may return eligible items within 30 days, however:
- Return shipping costs are the responsibility of the customer
- Items must be unused and resellable
- Refunds exclude original delivery charges (where applicable)
Refunds
Once your return is received and inspected, we will notify you of approval or rejection.
If approved:
- Refunds will be processed to your original payment method
- Please allow 5–10 business days for funds to appear in your account
Bank processing times may vary.
Exchanges
We offer exchanges where stock is available. If you require a replacement, we recommend returning the original item first and placing a new order to ensure faster processing.
Live Fish & Aquatic Livestock
Due to the nature of aquatic life, live fish and invertebrates cannot be returned unless they arrive DOA (dead on arrival) or in poor condition.
In such cases, please contact us immediately with clear evidence so we can resolve the issue promptly.
How to Start a Return
To begin a return, please contact us:
📧 Email: support@matthewsaquaticparadise.co.uk
📦 Please do not send items back without prior approval
We will provide full return instructions once your request has been approved.
Contact Us
If you have any questions about returns or refunds, our team is happy to help.
Matthews Aquatic Paradise Ltd
Customer Support Team