Your satisfaction is important to us as we always aim to provide the best products and service to all our customers.
If however you are not completely satisfied with any item you have purchased from us, please contact us on 01980 611 116 within 14 days, state if you are requesting an exchange or refund, and we’ll give you a returns number and instruct you on how to return your item to us, which must be unused, in a saleable condition and in its original packaging. When returning items, please make sure you insure them. We cannot offer refunds on items that are returned to us in an unsaleable condition.
Any item purchased online can also be returned, in person, to our store, but please contact us on 01980 611 116 prior to travelling.
Once the item has been received back by us and inspected we will quickly give you a full refund (less the original delivery charge) or exchange the item for you.
Please read below for our returns policy on specific items:
Electrical items, such as pumps, come with a manufacturers warranty (1+ years depending on manufacturer), faulty items will need to be tested prior to an exchange or refund being issued, and in some cases, the item may need to be returned to the manufacturer for further testing. Porton Garden Pet & Aquatics Centre cannot be held responsible for any damage caused by you (the customer) through improper use or neglect.
If returning a faulty lamp, please ensure its in the original packaging as this includes vital information which is needed in order to issue an exchange.
We’re afraid we CANNOT give an exchange or refund on ANY LIQUIDS, this includes all nutrients and supplements.
If you have any questions about returning any item purchased from us, please telephone us on 01980 611 116
Incorrect or Damaged Items
Whilst we do all we can to ensure your products arrive to you in perfect condition, occasionally items can get damaged in transit. If this happens, we will do all we can to quickly resolve the situation.
Here is our procedure to follow when dealing with items that are incorrect or damaged:
- If goods arrive in a damaged condition you must inform us within 2 days. If not damaged and in original salable condition you can contact us within 14 days. Send us a photo of the damaged item/s, along with your order number and any other details that may help us.
- We will then arrange FREE collection of these goods.
- Once we have received the goods back, we will replace the goods on a next working day service at no charge or refund any money paid for the goods.
Please note if you not not follow our procedure as outlined above we will have no liability for goods said to be damaged on delivery.
All returns should be sent to the following address:
Porton Garden Aquatics & Pets