Matthews Aquatic Paradise Ltd – Installation & Maintenance Aquarium Services
Effective Date: 08/04/2026
At Matthews Aquatic Paradise Ltd, we are committed to providing you with high-quality aquarium installation and maintenance services. Our shipping and delivery policies ensure that the products and services you purchase are delivered on time, and that your installation is completed to your satisfaction.
1. Shipping of Aquarium Products and Accessories
- Products We Ship: Matthews Aquatic Paradise Ltd offers shipping of various aquarium-related products such as tanks, filtration systems, aquarium decor, water treatments, lighting, and other accessories necessary for the setup and maintenance of your aquarium.
- Shipping Areas: We offer shipping services to the UK and other locations based on prior arrangement. For international deliveries or special shipping requests, please contact our customer service team for availability and pricing.
- Shipping Timeframe:
- Standard Shipping: Once your order is processed, we aim to dispatch products within 3-5 business days. Delivery times will depend on your location but are typically between 5–7 business days for UK addresses.
- Express Shipping: If available, express shipping options will be communicated at checkout. These shipments will generally arrive within 1–3 business days, depending on the delivery location.
- Shipping Costs: Shipping costs will be calculated at checkout based on the delivery address and size/weight of the products ordered. Free shipping may be offered on certain orders or promotions. Specific details will be shown during the checkout process.
- Tracking Your Order: Once your order is dispatched, you will receive a tracking number via email or SMS. You can use this to track the status of your delivery. If you have any questions about the delivery status, please reach out to us at 0333 335 6959
- Damaged or Missing Items: If any items arrive damaged or are missing, please notify us within 48 hours of receiving your shipment. We will assist you in resolving the issue by either sending a replacement, issuing a refund, or offering a suitable solution.
2. Delivery and Installation of Aquarium Systems
- Scheduling Your Installation: Once your aquarium system and related products are ready for installation, our team will contact you to schedule a convenient time for delivery and setup. Installation dates are subject to availability, and we will do our best to accommodate your preferred time.
- Installation Location: Please ensure that the installation area is accessible and ready for the aquarium setup. This includes having a suitable electrical outlet, space for the tank, and adequate structural support (for larger aquariums). Any changes to the installation location after scheduling may incur additional charges.
- Installation Charges: The cost of installation will be included in the service package, and any additional charges for travel, extra materials, or customization will be communicated before the installation takes place.
- Delivery and Installation Time:
- Standard aquarium installations generally take 2–4 hours, depending on the size and complexity of the aquarium system.
- Larger or custom installations may require additional time, and our team will provide an estimated timeframe during the initial consultation.
- Delivery to Remote Locations: For delivery to remote or hard-to-reach areas, additional delivery fees may apply. We will inform you of any extra charges before finalizing your order and installation schedule.
- Special Requirements: If your aquarium setup requires special handling (e.g., for large tanks, heavy equipment, or delicate species), please inform us in advance so that we can make the necessary arrangements for safe transport and installation.
3. Aquarium Maintenance Service Delivery
- Scheduled Maintenance Visits: For ongoing maintenance services (e.g., monthly or weekly cleanings, water changes, filter replacements), our team will arrive at the scheduled time and address all aspects of your aquarium maintenance.
- Maintenance Appointment Confirmation: You will receive a confirmation of your scheduled maintenance visit, and our team will provide a reminder 24–48 hours before the visit.
- Late or Missed Appointments: If you are unable to attend or the area is inaccessible during the scheduled maintenance time, you will be charged a 50% fee for the missed visit, and rescheduling may incur additional charges.
4. Return and Exchange Policy for Aquarium Products
- Eligibility for Returns: Products purchased through Matthews Aquatic Paradise Ltd can be returned within 14 days of receipt for a full refund, provided they are unused, in their original packaging, and in resaleable condition.
- Exempt Products: Custom-built aquariums, equipment that has been installed or used, and perishable goods (such as water treatments or fish food) are not eligible for return.
- Return Shipping: The customer is responsible for return shipping costs unless the item is defective or damaged in transit.
- Processing Your Return: Once your return is received and inspected, we will process a refund to the original payment method within 7–10 business days. Please note that refunds may take additional time depending on your bank or payment provider.
5. Out-of-Stock Items
- If a product you have ordered is temporarily out of stock, we will notify you within 2 business days. You will be given the option to:
- Wait for the product to come back in stock.
- Choose an alternative product.
- Cancel the order and receive a full refund.
We strive to keep our inventory up to date, but due to the nature of certain products, there may occasionally be stock delays.
6. International Shipping
- International Orders: For customers outside the UK, we offer international shipping for select products. Please contact us for more information regarding international rates, delivery times, and any import duties or taxes that may apply.
- Customs and Import Duties: International shipments may be subject to customs fees, taxes, or other import duties upon arrival. These charges are the responsibility of the recipient and are not included in the shipping cost.
7. Contact Us
- If you have any questions about shipping, delivery, or installation, please contact us:
- Email: info@matthewsaquaticvparadise.co.uk
- Phone: 0333 335 6959
- Website: www.matthewsaquaticparadise.co.uk
Thank you for choosing Matthews Aquatic Paradise Ltd. We look forward to delivering and installing your aquarium system and helping maintain a thriving aquatic environment for your home or business!