Delivery, Returns, Refunds
& Livestock Policy

At a glance (plain English)

• Delivery area: Greater London postcodes only.
• Dispatch days: Monday and Wednesday only (excluding Bank Holidays).
• Cut-off: 12:00 (midday) on dispatch days.
• Dry goods returns (online change of mind): you have 14 days to cancel after delivery; items must be unused/resaleable; you pay return postage.
• Faulty, incorrect or damaged dry goods: we will put it right in line with UK law and cover reasonable return costs where a return is needed.
• Livestock issues: contact us within 12 hours of delivery with photos, a short video and water test results.
• Livestock remedy: replacement livestock or store credit only (no cash refunds).
• Store credit: does not expire.
• In-store change of mind: no refunds (this does not affect your statutory rights).

1. Delivery Policy (London only)

1.1 Delivery area

• We currently deliver within Greater London postcodes only.
• If your address is outside our delivery area, we will contact you. If we cannot offer an alternative, we will cancel and refund the order.

1.2 Dispatch days and cut-off

• We dispatch orders Mondays and Wednesdays only (excluding Bank Holidays).
• Order cut-off: 12:00 (midday) on dispatch days.
• Orders placed after 12:00 will be dispatched on the next dispatch day.

1.3 Delivery times

• Delivery timeframes shown at checkout are estimates.
• We are not responsible for delays caused by couriers or events outside our reasonable control. Where delays occur, we will support you to resolve the issue as quickly as possible.

1.4 Risk and responsibility on delivery

• Responsibility for the goods passes to you once the order has been delivered to the address provided.
• Please ensure someone is available to receive the delivery where required.

1.5 Incorrect address / failed delivery

• If delivery fails due to an incorrect address or unavailable recipient, additional delivery charges may apply.

2. Online Orders — Returns, Cancellations & Refunds (Dry Goods)

This section applies to dry goods (equipment, food, treatments, décor, tanks, filters, lighting, etc.). Different rules apply to livestock and perishable items (see Section 3).

2.1 Your right to cancel (change of mind)

• Under the Consumer Contracts Regulations 2013, you generally have 14 days to cancel an online order for change of mind.
• The 14-day cancellation period starts the day after you receive your goods.

2.2 How to cancel

• Contact us as soon as possible with your order number and the item(s) you wish to return. Email contact@fishplanetlondon.co.uk or call +44 2046259881.

2.3 Returning items (change of mind)

• Items must be returned unused, in a resaleable condition, and with original packaging where possible.
• You are responsible for return postage costs for change-of-mind returns.
• If the item is not returned in an acceptable condition, we may reduce the refund to reflect any loss in value.

2.4 Refund timing

• Once we receive and inspect the returned goods, we will process your refund promptly.

2.5 Faulty, damaged, incorrect or not-as-described items

• Your rights are protected under the Consumer Rights Act 2015.
• If an item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible with photos/video where relevant.
• Where a return is required due to our error or a fault, we will cover reasonable return costs (for example, by providing a prepaid label or arranging collection).
• We will offer the appropriate remedy depending on the situation (repair, replacement, price reduction, or refund) in line with the Consumer Rights Act 2015.

2.6 Exceptions

• For hygiene and safety reasons, we may refuse returns of certain items if they have been opened/used where this makes them unsuitable for resale.

3. Livestock & Perishable Items Policy (Welfare-First)

This section applies to live fish and other live animals, and any perishable live items (including live plants where applicable).

3.1 Important: welfare and suitability

• Livestock health depends on many factors outside our control (including water parameters, acclimation, stocking levels, filtration, temperature, and existing livestock).
• We will always aim to support you with aftercare and practical advice.

3.2 No change-of-mind returns for livestock

• Due to animal welfare and biosecurity, we do not accept change-of-mind returns for livestock.

3.3 If there is a problem with livestock delivered to you

To be eligible for a claim, you must:

1. Contact us within 12 hours of delivery.
2. Provide:
   • Clear photos and a short video of the livestock and tank setup, and
   • A water test result (either:
     • an in-store water test with a sample brought to us as soon as possible, or
     • results from a reputable home test kit).

3.4 Remedy (no cash refunds)

• Where we confirm the issue is covered, our remedy is replacement livestock or store credit only.
• We do not offer cash refunds for livestock.

3.5 When claims may be refused (examples)

We may refuse a claim where evidence indicates (or we reasonably believe) that the loss is linked to:

• Poor or unstable water parameters (for example ammonia/nitrite present, extreme pH swings, temperature issues)
• Inadequate acclimation
• Incompatible stocking, aggression, or predation
• Disease introduced from existing livestock
• Inadequate oxygenation/filtration
• Failure to follow written care guidance provided at purchase

3.6 Our support promise

• Even where a claim is not approved, we will still do our best to help you diagnose the cause and stabilise the system.

4. In-store Purchases — Returns & Exchanges

This section applies to purchases made in-store at Fish Planet London.

4.1 Change of mind (in-store)

• We do not offer refunds for change of mind on in-store purchases.
• This does not affect your statutory rights.

4.2 Faulty or not-as-described items

• If an item is faulty or not as described, your rights are protected under the Consumer Rights Act 2015.
• Please bring the item back with proof of purchase. We will assess the issue and offer the appropriate remedy (repair, replacement, price reduction, or refund) in line with the law.

4.3 Livestock bought in-store

• Due to animal welfare and biosecurity, we do not accept returns of livestock.
• If you have an issue, contact us as soon as possible with photos/video and water test results. We will support you with diagnosis and, where appropriate, offer replacement livestock or store credit at our discretion.

5. Store credit terms

• Store credit is not cash and cannot be exchanged for money.
• Store credit does not expire.
• Store credit can be used against eligible purchases in-store (and online where available).
• If store credit is issued as part of a return/refund, and the original purchase is later reversed (for example due to a chargeback or fraud), any related store credit may be cancelled.

6. Contact and claims

• Please include your order number (online), proof of purchase (in-store), full name, and address in all messages.
• For livestock issues, contact us within the required window and provide the evidence listed above.
• Email contact@fishplanetlondon.co.uk or call +44 2046259881.

7. Legal note

• Nothing in these policies is intended to limit your statutory rights under UK law.

This page sits alongside our Terms & Conditions and Privacy Policy.