Terms & Conditions

Fish Death

If your fish die within the first 24 hours of taking them home please let us know, we will require a sample of your water and the dead fish within 2 hours of death to test to establish the reason for their death. There may be many reasons a fish dies including water quality, stress or just an underlying problem that already existed. Once we have tested your water we can advise you with the best cause of action to take to remedy the issue. We will not replace any fish without a photo of the dead fish with a pin in its head or the body of the dead fish brought to us and a water sample, we are required by law for the welfare of our fish and therefore cannot and will not risk the life of another fish unless the water tests clear. 

1) Bring in the dead fish or for postal fish take a picture with a pin in its head.
2) Bring in a water sample to be tested.

Dead on Arrival – Delivery: If a fish arrives Dead On Arrival (DOA) then we will require you to send us a picture of the fish with a pin in its head or cut in half to prove it is dead. We will refund the cost of the fish only. If you wish to have a replacement you will have to pay the delivery fee.

*HIGH RISK FISH/EXPERT LEVEL – If a fish is deemed as high risk or expert level keeping such as rays, seahorses, tangs, moorish idols and copperband butterflies for example the buyer purchases these fish at their own risk.

*SPECIAL ORDERS – If you order a fish on special order you are expected to take the fish the day that it arrives, we will not hold this fish for you. We will not accept any DOA’s. If we are to hold the fish for you then you do so at your own risk.

Fish Illness

Sometimes the stress of moving a fish from one place to another can cause illness, the most common type is Whitespot, keep an eye on your fish for the first 48 hours to make sure that the fish doesn’t develop any symptoms as this may spread to the rest of your tank. To minimise stress we recommend the following acclimation method:

1) Cut the knot off the top of your fish bag.
2) Roll down the sides and float the bag on the surface of the water.
3) Every 5 minutes, for 45 minutes put a teaspoon of water from your tank into the bag.
4) Do not feed your fish for a minimum of 24-48 hours.

Your fish will be excreting ammonia from their gills due to the stress of moving, this along with their waste will raise the levels of ammonia in your tank, if you try feeding the chances are your fish will not feed and the food will turn to waste and create an ammonia spike. By not feeding for 24-48 hours you will reduce the amount of ammonia added to the tank. By floating the bag for 45 minutes it will give the water temperature a better amount of time to adjust, by adding a teaspoon of water every 5 minutes this will adjust the water parameters as well as the temperature resulting in less chance of shock.

Gift Vouchers

Gift vouchers are available to be redeemed in-store in £10 denominations, gift vouchers cannot be exchanged for cash and no change will be given. Gift Vouchers are valid for 6 months from the date of purchase.


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

Free Delivery excludes aquariums and awkward items such as large filters as these need to go onto a pallet. Certain aquariums such as Red Sea may have Free Delivery included, and other brands such as AquaOne may be set at a specific fee such as £50. All other aquariums and large filters which do not show these options at checkout will be charged for after purchase, this will vary between £75-120 dependent on the size and location that the item needs to be shipped to, payment will be taken over the phone.

We do not currently offer an online delivery service for livestock, 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 or at the manufacturers 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.

Aquariums and any Glass items are posted at your own risk, we cannot guarantee their safe arrival unless they are put onto a pallet service. Pallet service typically costs between £80-£120 within the UK. Some manufacturers offer direct delivery to you at a set cost e.g. Waterbox aquariums can be delivered anywhere within the UK for £50.

Insured packages only cover the cost of the item itself and not the delivery. Any replacements will require the delivery to be re-paid. No refunds or replacements will be sent until the Insurers have confirmed pay-out.

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.

Delivery Times

 All orders will be packed within 7 days of receipt of the order. Delivery will then be within 7 days following packing time. Total expected turn-around time is 14 days. Special orders of high value items such as lighting and aquaria will come direct from manufacturers and delivery times will be based on their current availability.


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.



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 order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.

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.



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