At Hozelocks Aquas Store, we’re committed to ensuring your complete satisfaction with every aquatic product you purchase. If you’re not entirely happy with your order, our straightforward returns and exchanges policy makes it easy to resolve any issues.

Please Note: For hygiene and safety reasons, we cannot accept returns on opened fish food, used aquarium filters, or any pond liner that has been cut or installed. All other products may be returned within 15 days of delivery.

Our Returns & Exchanges Process

Step 1: Initiate Your Return/Exchange

To begin the process, please email our customer service team at [email protected] within 15 days of receiving your order. Include the following information in your email:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Hozelocks Aquas Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product Details:
– Product Name: [Product Name]
– Quantity: [Quantity]
– Reason for Return/Exchange: [Please specify]

Please advise on the next steps. I’ve reviewed the returns policy and confirm the item is in its original condition with all packaging intact.

Best regards,
[Your Full Name]
[Your Contact Number]

Step 2: Receive Return Authorization

Within 1-2 business days, our team will email you a Return Merchandise Authorization (RMA) number along with:

  • Detailed return instructions
  • The appropriate return shipping address
  • Any special packaging requirements for aquatic equipment

Step 3: Package and Ship Your Return

Please ensure:

  • All items are in original condition with tags and packaging
  • Pond liners are unopened and unused
  • Aquarium equipment shows no signs of installation or water exposure
  • The RMA number is clearly visible on the outside of the package

Step 4: Processing Your Return

Once we receive your return:

  • We’ll inspect the items within 3 business days
  • For approved returns, we’ll process your refund or ship replacement items
  • You’ll receive email confirmation at each stage

Refund Information

Refund Method: Your refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal).

Timing:

  • Credit/Debit Cards: 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Deductions: Original shipping fees are non-refundable unless the return is due to our error. For exchanges, we’ll cover the standard shipping cost of the replacement item.

Non-Returnable Items

To protect all our aquatic enthusiasts, we cannot accept returns on:

  • Opened or used fish food (Aquarium Fish Food category)
  • Installed pond liners (0.75mm/1.00mm EPDM Pond Liners)
  • Used filtration media from aquarium filters
  • Custom ordered water features (All Self Contained Water Features)

Damaged or Incorrect Items

If you receive damaged goods or incorrect items:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged product and packaging
  • We’ll arrange for expedited replacement at no additional cost

Need Help? Our aquatic specialists are here to assist with any returns or exchanges. Email [email protected] or call +44

+000 000 000
during UK business hours.

We appreciate your trust in Hozelocks Aquas Store for your pond and aquarium needs. Our returns policy reflects our commitment to quality and your complete satisfaction with every aquatic purchase.