Return of non-faulty goods

At Maidenhead Aquatics Online, we are determined to ensure that you are a happy customer. If however the event arises that you wish to cancel your order, then you may do so in accordance with the provisions below.

Under the United Kingdom Distance Selling Regulations 2000 you have a right to cancel your purchase order within seven days of receipt at the delivery address, of products sold under our agreement with you. Basically this means that you can return your order within seven days of receiving it. We cannot however accept returns if:

• The products have been personalised, made to order or customised in any way.
• The packaging has been unsealed opened or damaged in anyway.
• The product is perishable.
• You cannot supply us with the original order number.

Please login and visit the ‘My Account / Orders I Have Made’ section and select the item that you wish to return. You will be asked for your reason for return and whether you wish your item to be exchanged or refunded.

On completion of the on-line returns form, you will be given a returns number which must be enclosed with the item when returned. Please package all returns securely, as we cannot be held responsible for breakages incurred on non-defective goods that are subsequently damaged due to poor packaging by the customer. Where possible we recommend that you use the original packaging for returns.

It is recommended for your own protection that you should send any products back to Maidenhead Aquatics Online using recorded delivery so you have proof of delivery. If the item is lost on its way back to us you will need to make a claim with the carrier or Royal Mail. We will not be responsible for your returned item until we have signed for it and you have proof of delivery.

You are responsible for the delivery costs of returning the products to us.

Please note. If the product is not in a resalable condition then we will not be able to offer you a refund. We will have to send the product back to you, and you will have to incur the cost of the return delivery.

It is only when Maidenhead Aquatics Online receive the product back, in its original state, that we will refund the necessary purchase price for the item (excluding delivery). Where an order has been sent on free delivery, 10% of the purchase price of the returned items will be deducted from our refund to you to cover our postage costs.

Alternatively, you can take returns into any Maidenhead Aquatics store for exchange but only if accompanied by a returns note printed from the on-line form showing your returns. You can find your nearest store on our store-locator link http://www.fishkeeper.co.uk/. Please check with your chosen store that they stock the relevant product, as stores cannot issue refunds.

Return of faulty goods

If you believe that your item is faulty please carry out the following checks on your product before requesting a return.

Pond Pumps, Powerheads, Internal Power Filters, External Power Filters.

• Please always check the fuse and plug prior to returning the item.
• Remove the impeller housing (this is the face of the pump, which normally twists off or unscrews). Check that the impeller is not jammed into position due to debris or a build up of limescale. Jammed impellers are not covered by manufacturers warranties. If the impeller does not turn freely, soak the pump head with the impeller in position in a limescale destroyer, this should loosen the impeller. Once it can be removed easily clean any remaining matter by brushing with a toothbrush.
• Remove the impellor from your pump following the manufacturers instructions. If the blades spin freely on top of the impeller body (normally the magnetic part) it is broken. This part is not normally covered by the warranty as it is subject to normal wear and tear (such as the tyres on your car for example). You can order spare impellers and service kits by using the link on our home page for the ‘Maidenhead Aquatics Spare Parts Service’. http://www.spares.maidenheadaquatics.co.uk.

For any other faults please return the Pump to us under the manufacturers warranty for repair or replacement.

Air Pumps

• Please always check the fuse and plug prior to returning the item.
• Following the manufacturers instructions unscrew the base of your pump (ensuring that it is unplugged before doing this).
• If there is water inside the air pump or any signs of rust then the pump will not be covered by the manufacturer’s warranty. Air pumps must always be placed in a dry, protected location with a non-return valve placed in-line between them and the water. This will stop any water siphoning back into the pump if you experience a power cut or accidentally turn off the pump.
• If the pump is still pumping but has lost power or become noisier than normal there will probably be a diaphragm problem. This part is not normally covered by the warranty as it is subject to normal wear and tear (such as the tyres on your car for example). You can order spare diaphragms and service kits by using the link on our home page for the ‘Maidenhead Aquatics Spare Parts Service’. http://www.spares.maidenheadaquatics.co.uk.

For any other faults please return the Air Pump to us under the manufacturer’s warranty for repair or replacement.

Aquarium Heaters

• Please always check the fuse and plug prior to returning the item.
• If your heater is not warming the tank enough please check that you have ordered the correct size and wattage.
• If the Glass housing is in anyway cracked or broken then the heater is not normally covered by the manufacturer’s warranty. The only way that the glass can shatter normally is through a knock or through heat shock (which is caused by plugging in the heater out of water or by moving a hot heater into or out of the water).

There are no serviceable parts on a heater except the fuse. For any other faults please return the heater to us under the manufacturer’s warranty.

UV Units

• Please always check the fuse and plug prior to returning the item.
• The quartz sleeve inside the UV unit is not normally covered by the manufacturers warranty, as the only fault it can develop is a crack or other breakage. Normal causes of this damage are a knock, dropping the unit or the unit freezing over winter, which breaks the quartz as the ice expands.
• The ultra violet bulb inside the UV unit is not normally covered by the manufacturers warranty, as it has a limited life. It may remain lit for many years, but its UV output is exhausted after 6 – 12 months depending on the type of bulb. http://www.maidenheadaquatics.co.uk.

The above notes are meant as a guide to assist you solving any problems you may encounter. None of the above is intended to affect or infringe your statutory rights. Please note, however, that if the product is returned to us in used condition and has any of the above faults then we will not be able to offer you an exchange or refund as these faults are not covered by the manufacturer’s warranty.

If having checked the above you still need to return your product, lease login and visit the ‘My Account / Orders I Have Made’ section and select the item that you wish to return. You will be asked for your reason for return and whether you wish your item to be exchanged or refunded.

On completion of the on-line returns form, you will be given a returns number which must be enclosed with the item when returned. Please package all returns securely and where possible use the original packaging for returns.

It is recommended for your own protection that you should send any products back to Maidenhead Aquatics Online using recorded delivery so you have proof of delivery. If the item is lost on its way back to us you will need to make a claim with the carrier or Royal Mail. We will not be responsible for your returned item until we have signed for it and you have proof of delivery.

You are responsible for the delivery costs of returning the products to us.

It is only when Maidenhead Aquatics Online receive the product back, that we will refund the necessary purchase price for the item (excluding delivery). Where an order has been sent on free delivery, 10% of the purchase price of the returned items will be deducted from our refund to you to cover our postage costs.

Alternatively, you can take returns into any Maidenhead Aquatics store for exchange but only if accompanied by a returns note printed from the on-line form showing your returns number which you will find in the ‘My Account / Orders I Have Made’ section. You can find your nearest store on our store-locator link http://www.fishkeeper.co.uk. Please check with your chosen store that they stock the relevant product, as stores cannot issue refunds.