Terms & Conditions

Coupons

Aquarium Launch Offer LAUNCH10AQ – This code entitles the user to 10% off an aquarium when ordered before the store opens in August 2019. Red Sea Aquariums are not included in this offer. The aquariums will be delivered to the store on the first delivery of goods and will be ready for collection then. You will be notified by email when your aquarium is ready for collection. Some aquariums are made to order and therefore may not be ready for collection when the store initially opens, these may take up to 7 weeks from initial order date. The coupon is limited to one aquarium per person for personal use only.

First Online Order Offer SA10NC – This code entitles the user to 10% off dry goods when placing their first online order through the website and is limited to one use per person. This is a Click and Collect service so your order will not be available for collection until the bricks and mortar store opens its doors in August 2019. This offer excludes Aquariums and Livestock.

Delivery & Collection

We do not currently offer an online delivery service, any orders placed online will be put together for your collection from store. You will receive email notification when all of your goods are ready for collection.

Although we stock many of the products listed on our website it is impossible to keep stock of them all in our store. Bulkier and high value items are kept in our warehouse and will be delivered to store, you will receive notification via email if your order is put on hold whilst we await delivery. In the rare event that the warehouse is out of stock you will be notified as soon as your order comes in.

Some aquariums are made to order and will take several weeks for delivery, these include our bespoke aquariums and some specials from main brand manufacturers. Your aquarium will be delivered to store for collection. If you require delivery and installation locally this can be arranged for you, just ask our staff for details.

Once you leave the store all sales are final, it is then your responsibility for the care of your items. Please check before you leave that the items are in good condition, especially new aquariums.

Cancellation: Your Right to Cancel

Our products are covered by our 21 days no-quibble returns policy. If you no longer require the ordered items, you have 21 days to return them. The 21 days start on the day you received your order. All items being returned must be unopened (i.e. no broken seals) and in the original condition, they were received.

Cancelled items should be returned to our store at your own cost; either in person or by post to Stones Aquatics Ltd. (inside Stones Garden Centre) Halfway Road, Minster-on-Sea, Kent, ME12 3AA. Items will only be accepted if delivered in a resellable condition.

This is not intended to be a full statement of your rights under the Distance Selling Regulations. Full details of your rights are available from your Local Authority’s Trading Standards Office.

 

Returns

If you are not 100% satisfied with your purchase from our website, you can return the product and get a full refund or exchange the product for another one, for up to 21 days from the date you purchased it.

Any product you return must be in the same condition you received it and in the original packaging and you must be able to provide proof of purchase or receipt.

Items cannot be returned or exchanged after 21 days from receipt of the original purchase.

You can return your items in one of two ways:

In-store: Visit our store, 7 days a week, where our colleagues will assist you. Please ensure you print and bring your order email confirmation as proof of purchase and the original card that the payment was made to allow us to process your refund or exchange. Please note: in order for a refund to be processed, the person named on the card which was used to process the payment must be present.

By post or recorded courier: Within 21 days of the dispatch date to the following address: Stones Aquatics Ltd. (inside Stones Garden Centre) Halfway Road, Minster-on-Sea, Kent, ME12 3AA. Please inform our online store team of your return request so they know to expect your return.

Please obtain a receipt for your return package which can be used to track the item(s) you are returning. If for some reason they do not arrive at our store, we accept no liability for returned goods that we fail to receive, or for those that get damaged when being shipped to us.

Please note all returns must have an order number clearly marked on the inside of the packaging. This can be found on your order confirmation email or on the invoice you received with your order. Failure to do this may result in a delay to the refund of your card.

When returning items to us, the initial postage and packaging charge, as well as any return postage cost incurred is non-refundable. Except in the case of faulty goods where only your return postage will be refunded.

Goods are your responsibility until they reach our store, so please ensure that you package them well to prevent any damage in shipping. In all cases, except where an item is faulty, goods returned must be in their original condition and will be inspected on arrival.

Delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. For further information about your legal rights contact your local authority Trading Standards department.

Any online refunds will take up to 14 days from receipt of the parcel to our store. Emails will be sent to the email address associated with the purchase to:

  1. Confirm receipt of your return to our warehouse
  2. Confirm the refund of the goods following inspection of the item

In the rare instance that incorrect items were sent to you that do not conform to your original order, we will refund your initial delivery charge and return postage. Please return the items to us using a recorded or tracked delivery service, or by standard Royal Mail (retaining your proof of postage).

Your statutory rights are not affected by our returns policy. If you have any other questions regarding returns, please contact our online team via this form.

 

Faulty products

For any damaged or faulty goods, we will seek to resolve the issue as soon as possible for you. Please contact our team via the messenger (bottom right) or email hello@stonesaquatics.co.uk and we will do our utmost to rectify and send out the new product as quickly as possible. Damaged or faulty items can also be returned to our store. When returning a damaged or faulty product you will need the original order number and receipt as proof of purchase.

 

Recalls

In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.

Payments by Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment methods. Payment is to be made to Klarna.

  • Slice it: With the financing service from Klarna you can pay your purchase in flexible or fixed monthly instalments according to the conditions stated in the checkout. The instalment payment is due at the end of each month after submission of a separate monthly invoice by Klarna. Further information regarding Slice It including terms and conditions and Standard European Consumer Credit Information you can find here for the markets where this payment method is available: United Kingdom

The payment method Slice It is only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Further information and Klarnas user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

 

 

We are changing the way you aquascape.

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