Refund policy

Thank you for shopping with Aquatic Addiction. Please review our returns policy below to understand how we can help if there’s an issue.

Eligibility for Returns

  • You may return unused, unopened items in their original packaging within 14 days of delivery for a refund.
  • Perishable items (e.g. live plants, frozen foods) and custom orders cannot be returned unless damaged or incorrect on arrival.

Damaged or Incorrect Items

  • Please inspect your order upon delivery.
  • If you receive a damaged or incorrect item, contact us within 24 hours of delivery with photos so we can help resolve the issue. We’ll usually offer a replacement or refund.

Lost or Missing Deliveries

  • If your parcel has not arrived within the expected delivery timeframe, please contact us as soon as possible so we can investigate this with the courier.
  • Before contacting us, please check around your property, any nominated safe places, with members of your household and with neighbouring properties in case the parcel has been accepted or left nearby.
  • If the courier has marked the parcel as delivered but you have not received it, we may ask you to provide additional information to support the investigation.
  • We ask that customers cooperate with the courier investigation before a refund or replacement is issued.
  • If the courier investigation confirms that the parcel has been lost, misdelivered or otherwise not successfully delivered, we will arrange an appropriate resolution in accordance with your statutory rights.
  • Where tracking and supporting evidence confirm successful delivery to the correct address or an authorised delivery location, we may be unable to issue a refund or replacement.

Return Process

  • To start a return, please contact us at 📧 aquaticaddictionhgcv@icloud.com or via our Contact Us page.
  • Include your order number and details of the item you wish to return.
  • Once your return is approved, we’ll provide instructions on where to send your package.

Return Shipping Costs

  • If the return is due to our error (damaged, faulty, or incorrect item), we’ll cover return shipping.
  • For all other returns (e.g. change of mind), you’ll be responsible for return shipping costs.

Refunds

  • Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method within 5–7 business days.

Exchanges

  • If you'd like to exchange an item, please follow the return process above and place a new order for the replacement item.

Need Help?

 If you have any questions about returns, please don’t hesitate to get in touch: 📧 aquaticaddictionhgcv@icloud.com Or use our Contact Us page.