At Hozelocks Aquas Store, we’re dedicated to providing premium aquatic products with reliable shipping and a customer-friendly returns policy. Below you’ll find all the details about our shipping options and how to return products if needed.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

1. Standard Shipping – £12.95

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes tracking and insurance

2. Free Shipping

  • Available for orders over £50
  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to certain Asian countries and remote locations.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal

Returns & Exchanges Policy

We want you to be completely satisfied with your aquatic products. If you’re not happy with your purchase, you may return most items within 15 days of delivery.

Non-Returnable Items

For hygiene and safety reasons, 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)

Returns & Exchanges Process

Step 1: Initiate Your Return/Exchange

Email our customer service team at [email protected] within 15 days of receiving your order with the following information:

  • Subject: Return/Exchange Request – Order #[Your Order Number]
  • Product name and quantity
  • Reason for return/exchange
  • Confirmation that items are in original condition with packaging intact

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you:

  • Return Merchandise Authorization (RMA) number
  • Detailed return instructions
  • Return shipping address
  • Special packaging requirements if applicable

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 package

Step 4: Processing Your Return

Once received:

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

Refund Information

Refund Method

Refunds are 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 cover standard shipping costs for replacement items

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 expedited replacement at no additional cost

Need Help?

Our aquatic specialists are here to assist with any shipping or returns questions. Contact us at:

Thank you for choosing Hozelocks Aquas Store for your pond and aquarium needs. Our policies reflect our commitment to quality and your complete satisfaction with every aquatic purchase.