Our returns & refund policy

Livestock — fish, corals & invertebrates

Live animals are classified as perishable goods under the Consumer Contracts Regulations 2013. This means they are legally exempt from the standard 14-day cooling off right that applies to most online purchases.

We do not accept returns of live animals once they have been delivered. This is both a legal and animal welfare position — returning live animals through a courier network is stressful and dangerous for the animal, and we cannot accept that risk.

Dead on Arrival (DOA)

If any livestock arrives dead, you are covered by our Live Arrival Guarantee. This is handled separately from our general returns policy and has its own specific process and requirements, including photographic and video evidence submitted within 1 hour of delivery.

If a valid DOA claim is confirmed, we will issue either a replacement or store credit to the same value. We do not offer cash refunds for DOA livestock, and shipping charges are not refunded.

Dry goods — equipment, additives & accessories

Change of mind — 14-day cooling off period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any dry goods within 14 days of receiving them, for any reason, with no explanation required. Once you have notified us of your wish to cancel, you have a further 14 days to return the item.

To qualify for a full refund under the cooling off period, returned items must be:

• Unused and in their original, saleable condition
• In original packaging, undamaged and with all accessories included
• Not a consumable product that has been opened (e.g. additives, food, salt mix, chemical treatments)

Return postage — change of mind

For change-of-mind returns, you are responsible for the cost of return postage. We recommend using a tracked service and retaining proof of postage. RC Aquatics is not liable for items lost or damaged in return transit.

Faulty or incorrectly described goods

If any dry goods arrive faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015:

• Within 30 days of delivery: You can request a full refund, repair, or replacement.
• Between 30 days and 6 months: We are given one opportunity to repair or replace the item. If this fails, you are entitled to a full refund.
• After 6 months: You may still have rights, but the burden of proof shifts — you would need to demonstrate the fault existed at the time of delivery.

For faulty goods, return postage is covered by RC Aquatics. We will also refund the standard outbound delivery cost.

How to request a return

Please follow these steps to initiate a return for dry goods: