Matthews Aquatic Paradise Ltd
Effective date: 8 September 2026
These Terms of Sale apply to purchases of goods and services made from Matthews Aquatic Paradise Ltd (“we”, “us”, “our”, “Matthews Aquatic Paradise Ltd”) by consumers (“you”, “your”).
By placing an order with us, you agree to these Terms of Sale. Nothing in these terms affects your statutory rights as a consumer.
1. About Us
Matthews Aquatic Paradise Ltd provides aquarium-related products and services, which may include:
- Aquarium design and installation
- Aquascaping and planted aquarium services
- Aquarium maintenance
- Aquarium health checks
- Fish consultations
- Aquarium consultations
- Aquarium plants, equipment and accessories
- Fish and other aquatic livestock, where offered
- Bespoke aquarium services and installations
Our contact details should be displayed clearly on our website and order documentation.
2. Definitions
“Goods” means products supplied by us, including aquarium equipment, plants, livestock, accessories and other products.
“Services” means services supplied by us, including aquarium installation, aquascaping, maintenance, consultations and health checks.
“Contract” means the agreement between you and us for the supply of Goods or Services.
“Consumer” means an individual purchasing primarily for purposes outside their trade, business, craft or profession.
3. Placing an Order
When you place an order through our website, by telephone, email, social media or another agreed method, you are making an offer to purchase the relevant Goods or Services.
An order is accepted when we confirm acceptance of your order or begin fulfilling it, whichever occurs first.
We reserve the right to decline an order where:
- The requested product is unavailable;
- We cannot reasonably provide the requested Service;
- There has been an obvious pricing or description error;
- We have reason to believe an order has been placed fraudulently; or
- The requested Goods or Services cannot safely or lawfully be supplied.
If we cannot fulfil an accepted order, we will contact you and provide an appropriate refund where applicable.
4. Prices and Price Transparency
All prices will be displayed as clearly and accurately as reasonably possible.
Where VAT is applicable, the price shown to consumers will include VAT.
Any mandatory charges applicable to your purchase will be clearly communicated before you commit to the purchase.
We will not deliberately add unavoidable fees late in the purchasing process.
Optional additional products or services will be clearly identified as optional.
Our pricing practices are intended to comply with applicable UK consumer protection legislation and CMA guidance on price transparency.
5. Pricing Errors
We take reasonable care to ensure that prices and product information are accurate.
If an obvious pricing error occurs, we may contact you before completing the order.
If you have already paid for an order affected by an obvious error and we cannot reasonably fulfil the order at the incorrect price, we will provide a full refund.
This clause does not affect your statutory consumer rights.
6. Payment
Payment must be made using the payment methods we make available.
For certain Services, we may require a deposit or advance payment. Any required deposit will be clearly communicated before you commit to the purchase.
Where a deposit is requested, the circumstances in which it may be refundable or non-refundable will be explained before the contract is formed.
We will not use an unfair term to automatically retain payments where doing so would conflict with your statutory rights.
7. Delivery of Goods
We will provide an estimated delivery timeframe when you place your order.
Delivery dates are estimates unless we have specifically agreed a legally binding delivery date with you.
If Goods are not delivered within the applicable statutory timeframe, you may have rights to require delivery or cancel the contract in accordance with UK consumer law.
Delivery charges, where applicable, will be displayed before you complete your purchase.
8. Risk and Responsibility for Goods
For consumer purchases, responsibility for the Goods generally remains with us until the Goods come into your physical possession or the possession of a person you have identified to receive them, unless the law provides otherwise.
You should inspect Goods as soon as reasonably possible after delivery and contact us promptly if there is a problem.
Nothing in these Terms limits your statutory rights relating to faulty, damaged, misdescribed or unsuitable Goods.
9. Faulty, Damaged or Incorrect Goods
Under the Consumer Rights Act 2015, consumers have statutory rights where Goods are faulty, not as described, not fit for purpose or do not meet the required standard.
If you believe your Goods are faulty, damaged or incorrect, please contact us as soon as reasonably possible.
Depending on the circumstances and applicable law, you may be entitled to:
- Repair;
- Replacement;
- A price reduction; or
- A refund.
We will deal with complaints in accordance with your statutory consumer rights.
We will not attempt to exclude or restrict rights that cannot legally be excluded.
10. Your Online Cancellation Rights
Where a consumer contract is made at a distance, such as through our website, applicable consumer cancellation rights may apply.
Generally, consumers have 14 days from receiving Goods to notify the trader that they wish to cancel, followed by a further 14 days to return the Goods. Refunds are generally due within 14 days of receiving the returned Goods or appropriate evidence of their return.
You do not normally have to provide a reason for cancelling within the statutory cancellation period.
However, there are statutory exceptions to cancellation rights, including certain Goods that are made to the consumer’s specifications or are clearly personalised and certain Goods that are liable to deteriorate or expire rapidly.
Where an exception applies, we will provide appropriate information before you purchase where required by law.
11. Returning Goods
Where you exercise a statutory cancellation right, you must return the Goods within the applicable statutory timeframe.
Unless the Goods are faulty, incorrect or we have agreed otherwise, you may normally be responsible for the direct cost of returning Goods where the law allows this.
Goods should be returned in an appropriate condition.
You may handle Goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in a similar way to how you could examine them in a shop.
We may take account of any reduction in value caused by handling beyond what is reasonably necessary.
12. Refunds
Where a refund is legally due, we will normally refund the payment using the original payment method unless otherwise agreed.
Where applicable, refunds will include the cost of standard delivery.
If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option offered.
We will not impose an unlawful administration or cancellation fee on a consumer exercising a statutory right.
13. Live Fish, Livestock and Perishable Goods
Where we supply live fish, aquatic livestock, live plants or other Goods that may deteriorate rapidly or have special welfare requirements, different cancellation or return rules may apply where permitted by law.
For animal welfare and biosecurity reasons, customers should contact us immediately if livestock arrives deceased, seriously unwell or in an unacceptable condition.
Where applicable, we may request photographs, video evidence or other reasonable information to assess a livestock complaint.
Any livestock guarantee or replacement policy offered by us will not remove or restrict your statutory rights.
Customers are responsible for providing suitable aquarium conditions after delivery, including appropriate temperature, filtration, water quality and acclimatisation.
14. Aquarium Installation Services
Where we provide an aquarium installation Service, we will agree the scope of work with you before work begins.
The agreed Service may include, depending on your quotation:
- Aquarium positioning;
- Aquarium setup;
- Filtration installation;
- Lighting installation;
- Aquascaping;
- Planting;
- Equipment setup;
- Water preparation;
- Livestock advice; and
- Other agreed aquarium-related work.
Any significant additional work outside the agreed scope will be discussed with you before it is undertaken where reasonably possible.
15. Aquarium Maintenance Services
Maintenance Services may include tasks such as:
- Water changes;
- Aquarium cleaning;
- Filter maintenance;
- Plant trimming;
- Algae control;
- Equipment checks;
- Water testing;
- General aquarium condition checks.
The precise maintenance package will depend on the Service purchased.
We will not be responsible for problems caused by circumstances outside our reasonable control, including unsuitable equipment supplied by a third party, inadequate aquarium conditions, power failures, contamination introduced by others or failure to follow reasonable care instructions.
Nothing in this clause excludes liability that cannot legally be excluded.
16. Aquarium Health Checks and Consultations
Our aquarium health checks and consultations provide professional guidance based on the information and conditions available to us at the time.
Recommendations may include changes to:
- Water parameters;
- Filtration;
- Feeding;
- Stocking;
- Aquarium maintenance;
- Plants;
- Equipment; or
- Aquarium layout.
Aquarium advice cannot guarantee the survival or health of livestock because aquarium conditions may change after our visit and can be affected by factors outside our control.
17. Bespoke and Made-to-Order Services
Some aquarium installations, aquascapes and related Services may be designed specifically for an individual customer.
Where Goods are bespoke, personalised or made to the customer’s specifications, statutory cancellation rights may be restricted where permitted by law.
Before purchasing bespoke work, we will provide relevant information about the specification, price and cancellation arrangements.
Nothing in this section affects your statutory rights where the bespoke Goods or Services are faulty or otherwise fail to comply with the law.
18. Customer Responsibilities
Customers are responsible for providing accurate information required to fulfil an order or Service.
For installation or maintenance appointments, customers should ensure reasonable access to the aquarium and working area.
Customers must tell us about relevant issues that may affect the Service, including:
- Access restrictions;
- Fragile surfaces;
- Electrical or plumbing limitations;
- Existing aquarium damage;
- Known livestock health problems; and
- Other relevant site conditions.
We are not responsible for delays or additional costs caused by inaccurate information or circumstances that could not reasonably have been identified beforehand.
19. Installation Conditions
Before installation, we may assess whether the proposed location is suitable.
Customers remain responsible for ensuring that the property, flooring, surfaces and supporting structures are suitable for the aquarium unless structural assessment has specifically been included within our agreed Service.
Where we reasonably believe an installation location is unsafe or unsuitable, we may refuse or postpone installation until the issue has been resolved.
20. Changes and Cancellations to Services
If you need to cancel or rearrange an appointment, please contact us as soon as possible.
Where statutory cancellation rights apply, those rights will be respected.
For appointments cancelled outside any statutory cancellation right, any cancellation charges will be reasonable, clearly communicated in advance and will not create an unfair imbalance between you and us.
Where you specifically request that Services begin during a statutory cancellation period, we will obtain the appropriate confirmation or consent where required by law.
21. Reviews and Customer Feedback
We welcome genuine customer feedback.
We will not knowingly create, commission or publish fake reviews or misleading review information.
Customers may provide honest reviews of their genuine experiences.
Where an incentive is offered for a review, this will be disclosed where legally required.
We will not require customers to provide a positive review in exchange for a benefit.
UK consumer law prohibits certain practices involving fake or misleading reviews, including publishing reviews without taking reasonable and proportionate steps to prevent or remove certain fake or misleading reviews.
22. Promotions and Discounts
Any promotion, discount or special offer will be subject to the specific terms communicated with that promotion.
We will provide clear information about:
- The promotional price;
- The normal or reference price where relevant;
- The duration of the offer;
- Any eligibility requirements; and
- Any important restrictions.
Promotional wording will not be used to mislead consumers.
23. Website and Product Information
We take reasonable care to ensure descriptions, photographs, specifications and prices are accurate.
Aquarium products may vary slightly in colour, appearance, size or natural characteristics.
Natural Goods, including live plants, wood, stone and livestock, may have individual variations.
Photographs may be illustrative and should not be treated as an exact representation where natural variation is expected.
24. Our Liability
Nothing in these Terms limits or excludes liability where doing so would be unlawful.
In particular, nothing in these Terms excludes or limits liability for:
- Death or personal injury caused by negligence;
- Fraud or fraudulent misrepresentation;
- Breach of statutory consumer rights; or
- Any other liability that cannot legally be excluded or limited.
We will not be responsible for losses that are not reasonably foreseeable, subject to applicable law.
For consumers, your statutory rights remain unaffected.
25. Events Outside Our Reasonable Control
We will not be liable for delay caused by circumstances outside our reasonable control, including severe weather, transport disruption, supplier failure, power outages, emergencies, government restrictions or other events that could not reasonably have been prevented.
Where such circumstances affect your order or appointment, we will contact you where reasonably possible and seek a reasonable solution.
26. Complaints
If you are unhappy with a product or Service, please contact us as soon as possible.
We will investigate complaints fairly and aim to provide an appropriate resolution.
Where appropriate, we may request photographs, videos, order details or other information to investigate a complaint.
We encourage customers to contact us directly before pursuing further action so that we have a reasonable opportunity to resolve the issue.
27. Alternative Dispute Resolution
Where appropriate, we may consider using an independent alternative dispute resolution provider to help resolve a consumer dispute.
Nothing in these Terms prevents you from exercising any statutory rights or pursuing a claim through the appropriate legal channels.
28. Unfair Terms
We intend these Terms to be fair, transparent and written in plain language.
A consumer contract term may be unenforceable if it is unfair under applicable UK law.
We will not rely on any provision of these Terms to remove or restrict a consumer right that cannot legally be excluded.
UK guidance confirms that unfair consumer contract terms cannot be enforced and that businesses cannot use terms to avoid responsibility for matters such as faulty goods, goods not being as described, death or injury.
29. Privacy
Any personal information collected when you place an order or use our Services will be handled in accordance with our Privacy Policy.
Our Privacy Policy should be read alongside these Terms of Sale.
30. Governing Law
These Terms are governed by the law applicable in the relevant part of the United Kingdom.
Where you are a consumer, you will retain any mandatory protections provided by the laws applicable to your place of residence.
31. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, services or applicable legislation.
The version applicable to your purchase will generally be the version in force when the contract was formed, unless the law requires otherwise.
32. Statutory Rights
Nothing in these Terms affects your statutory rights as a consumer.
Where there is a conflict between these Terms and mandatory consumer protection legislation, the applicable law will take precedence.
Matthews Aquatic Paradise Ltd
Terms of Sale – Version 1.0
Last updated: 8 September 2026
These Terms should be read together with our Privacy Policy, Returns Policy, Delivery Policy and any specific quotation or Service agreement supplied to the customer.