Terms & Conditions
Terms & Conditions of Sale - Bespoke Aquaria & Dry Goods
All orders are bound by the following Terms & Conditions of Sale:
1/ Orders can be placed via our website, through our Facebook page or by email. We request that you provide us with your full contact details when ordering to facilitate a smooth transaction.
2/ We will confirm your order by electronic invoice. We urge you to check that the invoice is correct and that it reflects all elements of your specification. Any inaccuracies / specific requests must be notified at earliest opportunity so they can be rectified, and an amended invoice can be issued. The customer is responsible for the accuracy of the detail to the invoice.
3/ Full advance payment is required with order. Please note that construction WILL NOT BEGIN until payment is received, in the case of bespoke aquaria. Therefore, production or lead times commence upon receipt of payment.
4/ Most large-scale aquarium builds are subject to a minimum deposit of 50% with the balance due prior to completion and before shipping / pick up / installation. The deposit is non-refundable should you choose to cancel your order. All balances are due and to be paid 7 days prior to collection, dispatch or installation.
5/ Payment of your invoice acts as a verification of the specification and triggers the commencement of your build in case of bespoke aquaria. Any further changes may attract additional and / abortive costs.
6/ Any aspect of payment by the customer is deemed acceptance of our Terms and Conditions.
7/ Delivery cost is not included, unless otherwise stated. See below for available delivery options.
8/ All prices quoted are inclusive of 20% VAT unless otherwise stated.
9/ We accept Cash, Credit/Debit Cards or BACS payments; we do not accept cheques.
10/ All written quotations are valid for 14 days, unless otherwise specified on the quotation.
11/ All our aquaria are manufactured from premium float glass and are braced as standard, unless otherwise stated or requested. We reserve the right to brace as we see fit, unless otherwise stated. Standard bracing may not take into consideration space for cables and or pipework. The customer must state explicitly if there are to be alterations made to this. Failure to notify us is acceptance of our general terms and conditions, and in doing so, acceptance of our standard bracing.
12/ Aquaria in 10mm glass or thicker are manufactured using machine flat-polished edges as standard, and aquariums built in 4mm – 8mm glass come with hand-finished edges as standard. Braces are generally hand-finished on any size aquarium.
13/ On occasion, and particularly on larger tanks, we may use thinner glass for the bracing than the rest of the aquarium. This is for practical reasons and does not affect the strength of the aquarium nor the guarantee.
14/All our aquaria are manufactured to a minimum safety factor of 3. This ensures everybody’s safety. We WILL NOT build any aquarium to a lower safety factor.
15/ We offer the option of translucent or black silicone sealant. Please note that unless advised otherwise we will use translucent silicone as standard – check your invoice carefully.
16/ Other colours of silicone sealant are available by request and may attract an additional charge. Please enquire at the point of ordering.
17/ Any changes to specification following initial order need to be requested in writing and are subject to our explicit approval. A revised invoice will be issued to reflect the changes. Any additional (including abortive) costs associated with changes to specification need to be settled prior to shipping / collection.
18/ A lead time will be advised at the time of ordering. Any lead time quoted is approximate and intended as a guideline only.
19/ If not mentioned otherwise, the default lead time period of 6 weeks applies to all bespoke aquaria.
20/ Payment of invoiced deposit triggers the start of ‘lead time’. We do not commence build before the specification is signed off and payment received. Delay in payment may result in lead time being extended if a manufacturing slot is taken up by another customer.
21/ We will advise should an over-run to the originally advised time be expected.
22/ We will not be held responsible for the loss of any stock, or customer’s waiting time, in the event that a lead time over-runs. We advise that customers do not order stock or empty an existing aquarium until the new aquarium has arrived safely.
23/ Delivery of dry goods (except custom built aquaria) is either via Royal Mail, courier network or our own vehicles, depending on the item and the service selected. Delivery method and approximate lead time will be confirmed at the point of ordering.
24/ Prior to completion of your custom build aquaria, we will be in touch to confirm your delivery date and finalise any associated arrangements. We will make every effort to keep the agreed date – in exceptional circumstances that we are unable to keep to the agreed date, we will contact you as soon as we are able to in order to rearrange.
25/ Deliveries of custom-built aquaria are available via our own vehicles or pallet courier (choice at our discretion) and are subject to a delivery charge dependent on area. This will be advised at the time of ordering in the case of glass aquaria and finalised before completion.
26/ Deliveries of custom built aquaria are made on Tuesdays, Wednesdays, Thursdays or Fridays between 8am and 7pm. Saturday deliveries are available at extra cost, this must be specified at the time of ordering.
27/ All deliveries are KERBSIDE ONLY unless otherwise agreed.
28/ Drivers are NOT INSURED to assist with unloading; it is the CUSTOMER’S responsibility to ensure sufficient manpower is available to offload items. If sufficient manpower has not been arranged at the time of delivery, we reserve the right to return the item(s) to our premises. If a re-delivery is required, this will incur a further charge.
29/ If you wish to book an assisted delivery (driver plus additional staff member/s), please contact us for a quote. Please note we operate a safe lifting policy.
30/ If a pallet courier is unable to deliver due to nobody being present at the delivery address, a non-delivery charge will apply as well as a re-delivery charge on a future date.
31/ If any item arrives damaged, it is the customer’s responsibility to notify us on the SAME DAY. This must be done via email with clear photographs of the damage, and any details noted on the delivery note provided. We will not be held responsible for any damages not notified on the day of delivery. IN the case of Aquaria, they must not be filled.
32/ We request that you notify us of all potential issues that may hamper the delivery and siting of your aquarium prior to arranging delivery and ideally at the point of ordering. This will assist us with helping you determine the best method of delivery.
These include (not exhaustive list):
- Location other than ground level (flats, apartments etc)
- Difficult / narrow access / driveway
- Gates / fences hampering access
- Parking restrictions
- Steps / staircases to navigate
- Narrow doorways etc.
33/ Customers are welcome to collect their goods (including custom made aquaria) during our opening hours, but please be aware that we are only able to provide limited assistance when loading into/onto customers’ vehicles.
34/ All goods, including aquaria, cabinets, hoods etc must be inspected before they leave the premises. It is the customer’s responsibility to ensure that all goods are undamaged / unmarked prior to pick up.
35/ We are happy to assist with packaging / palletising of your aquarium prior to pick up and charge a nominal cost to cover packing materials; please get in touch to arrange this.
36/ We will not be held responsible for any loss or damage incurred whilst loading or during transport after loading. It is the customer’s responsibility to ensure all goods, including aquariums are loaded sufficiently and safely for the journey.
37/ Customers are welcome to arrange their own courier collection from our store but this is entirely at the customer’s risk. Please see above note regarding packaging / palletising costs.
38/ We will not be held responsible for any loss or damage as a result of the actions of any courier. Due to the fragile nature of our products, whilst we make every effort to ensure aquariums are packaged for transport, we will not be held responsible for any loss or damage as a result of packaging. We offer no guarantee that our packaging will prevent damage to the item(s).
39/ Couriers must collect during our opening hours.
Bespoke Built Aquaria and Cabinetry Warranty
40/ Steel framed cabinets and hoods are covered by a three-year warranty. Standard (non-metal framed) cabinets are covered by a two-year warranty.
41/ Braced custom built aquaria are covered against leaks by a 5-year warranty and rimless / braceless aquaria are covered against leaks by a 2-year warranty, subject to the following terms:
- Warranties are made null and void if any aquarium has not been positioned on a fully supported flat level surface, with a layer of polystyrene at least 10mm thick between the aquarium base and the surface.
- Any cabinet, stand, racking or similar not constructed by and purchased from us must be suitable for purpose, be of solid construction and offer support to the whole base and particular to stress points (edges and corner points). It is the customer’s responsibility to ensure that this is the case – any damage resulting from the use of a stand not constructed by us is not covered by the warranty.
- Aquaria are only used for their intended purpose, i.e. the holding of ornamental aquatic life and reptiles in the case of vivaria / terraria. Any other use is excluded from any warranty.
- Any structural alterations made to any aquarium by anyone other than ourselves will invalidate any warranty. This includes the drilling of holes.
- Only cleaning products specifically designed for the maintenance and cleaning of glass aquaria are used – the use of any other products will invalidate the warranty.
42/ Damage due to wear and tear, accidental damage, neglect, earthquakes, flooding and other force majeure events is excluded from warranty.
43/ Glass aquarium sliding covers are not covered by any warranty.
44/ The breakage of glass panels is not covered by the warranty.
45/ Pipework and plumbing is not covered by the warranty
46/ On-site builds should not be moved without first seeking advice from us
47/ Warranty is not transferrable
Returns / Exchanges
48/ All items are sold as NEW condition, unless specifically stated.
49/ Livestock is covered by separate Terms and Conditions of Sale.
50/ All electrical items are sold in sealed boxes and carry a 12 month manufacturer’s warranty, unless stated otherwise (some manufacturers offer a longer period)
51/ The warranty is held with the manufacturer and not us, meaning should the item become faulty it is up to the manufacturer to rectify this.
52/ If you find your goods develop a fault within 30 days of purchase, you have a legal right to a refund.
53/ Unwanted goods purchased in store are accepted in exceptional circumstances, at manager’s discretion, in original condition and for store credit only.
54/ Goods purchased online are covered by Consumer Contracts Regulations. You have the right to cancel up to 14 days from the day you receive your goods (a ‘cooling-off period’). You must notify us of your wish to cancel your order in writing (via email). You must return the goods within 14 days from the date of notification.
55/ Perishable items (e.g. live foods, livestock etc), bespoke items (e.g. bespoke made aquaria, cabinets, hoods etc), items with a broken seal and items that have been mixed inseparably with other items after delivery are not covered by the above right to cancel. Please contact us if in doubt prior to returning your goods as we will not be able to provide you with a credit note for goods that are not covered. We will also charge you a redelivery fee should you wish the items returned back to you.
56/ Once we receive your unwanted goods, we will credit your online account within fourteen days with a credit note amounting to the original price you paid for the goods.
57/ You must cover the delivery cost for returning of unwanted goods and obtain proof of postage.
58/ If you return the whole of your online order, we will refund the cost of standard postage / delivery costs (not expedited / special delivery costs).
Livestock Terms & Conditions of Sale
59/ We guarantee our livestock to be in good health and 100% fit for sale at the time of customer purchase.
60/ All livestock sizing is approximate. Whilst we make every effort to be as accurate as possible, sometimes this can be slightly over or under.
61/It is the customer’s responsibility to ensure they have adequate means of housing and caring for purchased animals, including quarantine facilities for all new stock, appropriately sized and cycled aquaria, appropriately sized vivaria etc. We are happy to advise if required.
62/ We do not accept livestock returns, this is for bio-security purposes.
63/ We do not re-home or part exchange livestock for bio-security purposes.
64/ We offer in store collections of ordered livestock during opening hours and by prior arrangement, local delivery using our vehicles as well as overnight courier delivery. We deliver livestock using APC, UPS or our own company vehicles. We reserve the right to choose the most appropriate.
65/ Livestock delivery arrivals can only fall between Tuesday and Thursday. There is no option for weekend, Monday or Bank Holiday deliveries. Please note during weeks where Monday is a Bank Holiday, Tuesday delivery is not available.
66/ Courier deliveries are subject to their availability and their applicable Terms and Conditions – unfortunately, we do not have control over those.
67/ Livestock deliveries will only take place at the billing address (the address that matches the source of payment).
68/ We will not sell livestock to any person under the age of 16. We reserve the right to ask for proof of age should it be required.
69/ Once the animal/s has left our premises, we are no longer responsible for the care of the animal and at that point our liability ends.
70/ We do not offer any 'dead on arrival' (DOA) claims once collection orders for livestock have left our premises.
71/ It is the customer’s responsibility to ensure adequate compatibility of species. We are happy to offer advice in relation to compatibility, stocking levels etc. Unfortunately, we cannot accept fish back due to customer error.
72/ For delivered livestock there is a 60 minute window for notification of 'dead on arrival' (DOA) claims from point of delivery. Customer must notify us via email or via page messenger.
73/ All DOA claims will require pictures and videos either emailed or sent via messenger within 60 minutes of delivery in order for us to consider the claim - there are no exceptions.
74/ We reserve the right to honour DOA claims with the use of a shop credit voucher.
We reserve the right to amend the above terms and condition without notice.