info@jandjaquatics.co.uk +44 7781 139815
0 £0.00

Delivery, Returns, and Refunds

Last Updated: March 5, 2025

Delivery Information

At J&J Aquatics, we strive to provide efficient and reliable delivery services to our customers in Guernsey. Please review our delivery information below:

Delivery Areas

We currently deliver to all areas (parishes) in Guernsey. Unfortunately, we do not ship to mainland UK, Jersey, Herm, Sark, Alderney, or international destinations at this time.

Delivery Timeframes

For in-stock items, we aim to deliver within the following timeframes:

  • Within the period of your selected date and time slot at checkout
  • Express Delivery (where available): Next business day when ordered before 6pm

Delivery Costs

Our delivery charges are as follows:

  • Orders under £25: £2.50
  • Orders over £25: FREE delivery
  • Saturday delivery is currently FREE

Delivery Scheduling

We deliver Monday to Friday between 9am and 5pm, and Saturday between 9am and 1pm. We do not deliver on Sundays or public holidays.

For larger items or aquarium setups, we may contact you to arrange a specific delivery time.

Delivery Issues

If you experience any issues with your delivery, please contact us immediately at info@jandjaquatics.co.uk or call us at +44 7781 139815.

Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your items, please follow our returns process below:

Return Eligibility

You may return most new, unopened items within 14 days of delivery for a full refund. We also accept returns of used/opened items if they are faulty.

Non-Returnable Items

The following items cannot be returned:

  • Live fish, invertebrates, and plants (unless DOA - see our DOA policy below)
  • Special order items specifically ordered for you
  • Items that have been used with livestock or water if not faulty
  • Gift cards

DOA (Dead on Arrival) Policy for Livestock

For live fish, invertebrates, and plants:

  • You must inform us within 2 hours of delivery if any livestock is DOA
  • Photographic evidence of the DOA livestock must be provided
  • We will offer a replacement or refund at our discretion

Return Process

  1. Contact us at info@jandjaquatics.co.uk to initiate a return
  2. We will provide you with return instructions
  3. Pack the item securely in its original packaging if possible
  4. Include your order number and return reason with the package
  5. Return items can be dropped off at our store or collected by arrangement

Return Shipping Costs

If you are returning an item because it is faulty or incorrect, we will cover the return shipping costs. For all other returns, you will be responsible for the return shipping costs.

Refund Policy

Once we receive your returned item, we will inspect it and process your refund according to the following guidelines:

Refund Timeframes

  • For standard returns, refunds will be processed within 5 business days of receiving the returned item
  • For faulty items, refunds will be processed within 2 business days
  • Credit card refunds typically take an additional 3-5 business days to appear on your statement

Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

  • Credit/debit card payments will be refunded to the same card
  • In-store purchases paid in cash will be refunded in cash if returned to the store, or by bank transfer if returned by other means

Partial Refunds

In some cases, partial refunds may be granted:

  • Items returned with missing parts or accessories
  • Items returned with signs of use beyond inspection
  • Items returned outside the return window but within 30 days

Exchanges

If you would prefer to exchange an item rather than receive a refund, please contact us and we will be happy to arrange this for you, subject to stock availability.

Warranty Information

Many of the products we sell come with a manufacturer's warranty. For details about warranty coverage for specific products, please refer to the product documentation or contact our customer service team.

Submitting Warranty Claims

If you need to make a warranty claim:

  1. Contact us with details of the issue and your order information
  2. We will advise on the next steps, which may involve returning the item for inspection
  3. Manufacturer warranty claims may require original packaging and all accessories

We will work with you to ensure any valid warranty claims are processed as quickly as possible.

0