We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at mail@tranquilwaters.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The cost of the return is down to the person(s) returning the item.
You can always contact us for any return questions at mail@tranquilwaters.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as frozen food, livestock, or Aquatic plants), custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift vouchers.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Live Arrival Guarantee (we currently do not sell livestock online)
Every shipment we send comes with our 100% Live Arrival Guarantee, free of any extra charge. This means that if your order arrives with any issues that are out of your control, we will replace the order at no charge whatsoever, or we will offer you the buyer a store credit to the total amount in loss of fish. or up to the amount ordered (this Guarantee does not cover any extras that may be sent).
We do not normally offer refunds but do offer them in very special circumstances or if it does not appear that we can send replacement fish to you due to lack of stock.
Our Live Arrival Guarantee is designed so that any shipping issue outside of your responsibility will be covered by us, free of additional product or shipping charges. (All forms of guarantees are down to our discretion. & buy completing your purchase you fully agree to our decision.)
There are three conditions to our Live Arrival Guarantee.
1. The shipment must be received on the first delivery attempt, or be picked up the day of the first delivery attempt. If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is your responsibility to check the tracking number for delivery, even if APC fails to leave a “missed delivery card” notifying you they tried to deliver the package.
2. In the event of plant or animal suffers DOA, we REQUIRE a clear digital picture of the plant or animal in question still in its original UNOPENED shipping bag before a replacement/store credit/refund is issued.
NOTE: (The picture must be emailed to us within 12hrs or your allotted delivery time)(Pre-10am Delivery slot). This picture can be sent to us by replying to the tracking email you received, or by sending it as an attachment in a new email.
Our email address is mail@tranquilwaters.co.uk.
3. The shipment must be sent to the correct delivery address we accept no responsibility for incorrect information as this is inputted by you the buyer, and not forwarded to another address unless still delivered the same day.
Forwarding of packages resulting in an extra day(s) in transit.
