Customer Service

• Shipping & Delivery
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information

Standard Shipping & Delivery

Standard Delivery

Super Fast Delivery - England, Wales and Scotland only

Saturday Delivery - England, Wales and Scotland only

Natural Predators

All orders for natural predators should be placed before 12pm on Monday for collection in store on Thursday. Mail order/Online customers will receive their order on Friday. Each store keeps a stock of the slow-release sachet predators during the week for customers to purchase.

Please note; for natural predators we cannot offer our 'Super Fast Delivery' service.

Delivery Surcharge

Due to costs beyond our control, we have to apply a surcharge to deliver to certain regions (please see below). In addition, if your order value is below £250, you'll also need to pay the standard delivery charge of £6.99. However if your order value is greater than £250, you'll only need to pay the regional surcharge.

£13.00: Isle of Wight

£14.00: Inverness, Malaig, Fort William, Aviemore

£16.00: Guernsey, Northern Island, Republic of Ireland

£20.00: Isle of Man, Oban, Orkney Islands, Outer Hebrides, Shetland Islands,

Delivery to these regions takes between 2-3 working days. If you wish to track your order, please check your email confirmations or please call us on 0845 644 3066.

If you live in any of these regions and feel that your order value is too small to justify the above costs and/or if you can think of a cheaper way to dispatch, please call us on the number above and we will see what we can do.

Heavy Item Surcharge

Products marked with the heavy item icon come with a surcharge of £4.00 per unit. This heavy item surcharge may increase in areas with a regional surcharge.

Returns & Replacements

30 day money back guarantee

Shop with Aquaculture - shop with complete peace of mind. That's because we offer a 30 day money back guarantee on all of our products. So if you're unhappy with any product you purchase from us, simply return it and we'll give you a full refund.

Returns Policy

At Aquaculture, we believe that we supply high quality hydroponics products. But if you're unhappy with any product you purchase from us, please follow the advice below.

Under our 30 day money back guarantee:

• we offer either a full refund or exchange for any product you return to us within 30 days of purchase
• we'll reimburse the delivery charge you paid to receive the item.
• Please note: to qualify for our 30 day money back guarantee the product must be unopened and in its original condition.

If you're unable to send the product back to us, we can, at your own cost, arrange to collect the item from you

Please note: if you ask us to arrange collection, as we use a courier service, you'll not be able to cancel this request.

Faulty products

If you receive a faulty product:

• we'll provide you with either a full refund or exchange
• we'll reimburse the delivery charge you paid to receive the item
• we'll cover the cost of returning the product

we can arrange to collect the item from you
But you must inform us of the fault, in writing, within seven working days of the product being delivered to you. If you fail to do so, we'll be unable to commit to any of the above.

Please note: we can only issue a refund once the product has been returned and confirmed faulty. If the product is found to be without fault, you'll be charged a 10% administration fee of the price you paid for the item as well as the cost of postage and packaging.

Return all items to:

Aquaculture Ltd,
Unit 3,
Parkway One,
Parkway Drive,
Sheffield,
S9 4WU

Please enclose a letter citing the reason for the return and ensure that the package is wrapped securely. For your own protection, we recommend that you use a recorded delivery service. For faulty goods: also include a full description of the defect, along with all warranty cards, licenses, manuals and accessories.

Contact us

If you have any queries regarding our returns policy, please don't hesitate to contact us

Please note: if you ordered your hydroponics products through our website, we'll send you an email to let you know when we've processed your return.

We regret that we cannot accept a cancellation for the purchase of nutrient solutions, additives, stimulants and pesticides if the packaging has been unsealed.

Ordering

Change or cancel an order

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.

If you’d like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 0845 644 3066 between 10am and 5pm, Monday to Saturday or email us here. Please be ready to quote your order number and order date.

If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products. You can also of course return them to an Aquaculture shop.

Track your order

To check your order status, just sign in or register, then click on My Orders.

• Order pending means your order hasn't been processed yet.
• Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods.
• Complete means your order has left our warehouse.
  You'll receive an email confirming dispatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
• Cancelled means your order has been cancelled either by you or us.

If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on 0845 644 3066 between 10am and 5pm, Monday to Saturday.

Your purchase history

To find out more information on your past orders, please sign-in to your account here.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign-in to your Aquaculture account. If your order has been dispatched but hasn't arrived within the expected time period, please email our Customer Services team, or call us on 0845 644 3066 between 10am and 5m, Monday to Saturday.

If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, follow our Returns procedure above or call us on 0845 644 3066.

Refund policy

We want you to be happy with your purchase. If you're not, just return the product to us or to one of our shops, following the instructions above, and we'll exchange or refund it. We are unable to provide refunds for consumable items where the seal has been broken.

Under our 30 Day Money Back Guarantee, if you buy online or by phone, we will give you a full refund.

Proof of purchase

If you return a product to our shops for refund but don't have your original till receipt, order confirmation or delivery note, we will give you a credit note to the value of the current selling price. Ordinarily we'll refund the original debit, credit or charge card used to purchase.

Condition of returns

It's important that returned items are in the best possible condition, so please take reasonable care of them. See our terms and conditions.

Delivery charges

We'll refund any delivery charges you've paid to receive your products, provided you return the full order but you will be responsible for the cost of returning the products to us.
This does not affect your statutory rights.

Pricing & Promotions

All our prices include UK VAT but exclude delivery charges. If you order online and collect from our shops (available on selected items), then delivery is free regardless of order value. Find out more about our Pickup at Store service.

Our online prices are the same as in our Aquaculture shops, although occasionally you may find a lower price in one of our shops if they're matching the price of a local competitor, or online if we have a special offer.

Our Price Match commitment means that as we match prices nationally, prices in our shops and online. The prices in our catalogues are the same as in our shops at the time of going to press, but may be subject to change during the life of a catalogue.

If you see a product online and find it cheaper with a competitor (whether or not they also sell online), as long as their service conditions are comparable, then we’ll match that price for you.

Comparable service conditions include factors such as: delivery charges and timescales.
Read more about our Price Match Promise

Viewing Orders

To find out more information on your past orders, please sign-in to your account and then click ‘My Orders’

Updating Account Information

To update your account information, please sign-in to your account.