We know you like to receive your items at a time to suit you or by a preferred carrier, which is why we offer several different delivery options at the checkout. 

iQuatics will always try and dispatch your order the same day when we receive it before 3.00pm - Monday to Friday (Public Holidays Not Included). We DO NOT dispatch parcels at a weekend so any orders placed on Saturday or Sunday will be dispatched on the following Monday. 

Our couriers class working days from Monday to Friday so please take this into consideration when ordering. 

We offer the following postal services: 

• Free Delivery - This is a 3-5 working day service using the DPD home call service, your parcel delivery will be carried out by Hermes.
• Other 48-hour courier - This is a 48-hour service using the courier most suited to your parcel (chosen by iQuatics) this could be UKMail, DPD or UPS on a 2 working day delivery. 
• DPD next day - This service is only available for items up to 1 meter in length. It’s a 24-hour delivery service (next working day), if your parcel exceeds the 1m length limit iQuatics reserves the right to send with an alternative 24-hour courier. 
• UPS Next Day - This service is available on all items and is a next working day delivery. 
• Free Click & Collect - This is a 48-36 hour service where the parcel is delivered to your local click & collect store, iQuatics will choose the courier most suited to the items ordered. 

Delivery Restrictions 

The above rates are for UK MAINLAND address’s, certain postcodes will carry additional charges, these will be displayed at the checkout stages, the additional charges apply to postcodes that couriers do not class as MAINLAND UK (this differs from courier to courier & are set by the courier) Additional charges apply to Highlands & Islands. 

Delivery Address & Order Tracking 

Please ensure that your delivery address on the order is correct, we are unable to send parcels to alternate addresses once the order has been placed for security reasons.  

iQuatics will automatically email order dispatch and tracking details to your registered email address, please ensure that you have the correct contact details on file to receive these, where applicable & a mobile number is supplied our couriers may text tracking and delivery details to you. Please note our free delivery option (Homecall) takes 2 working days for tracking to become live. 

ALL iQuatics orders are sent out on tracked services, full order tracking is available on request or via the links sent to you via email or text message, if for any reason your order doesn't arrive in the time expected please contact us using any of the methods on the contact us tab and we will be happy to assist you in tracking down your items.  

Global Shipping Program Orders 

Most iQuatics products are available on the Global Shipping Program, this is a service offered by eBay to allow international customers to order with better postage rates. 

iQuatics deliver your items to a GSP centre here in the UK, eBay then takes over the delivery of this item to you the customer. 

You may be provided with more than one tracking number, the original tracking number is the delivery to the UK centre, eBay will also provide you with a tracking number for the delivery from eBay to you. 

iQuatics will send GSP orders with the most applicable courier for the items ordered. 

Any queries relating to GSP orders should be directed to eBay. 

Returns & refunds policy

While we hope you’ll be happy with your iQuatics products, we know you may sometimes need to return them. If you do, this policy has all the information you’ll need to know. This policy applies to everything you buy from iQuatics

Changed your mind?

We’d like you to be happy with everything you purchase from iQuatics. Should you change your mind about your purchase, please return the product with your proof of purchase, within 30 days from the day you receive the goods (the cancellation period) and we’ll happily offer a refund.

Please be aware that some products have different return time limits and exceptions when you change your mind. We do not refund T5 Tubes beyond 14 days from the date the contract is entered into. 

If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected. To get your refund, just notify us via The Resolution Centre of your decision to cancel within the cancellation period listed above and then return the item to us, not later than 14 days after the day on which you communicate your decision to cancel to us. For details on how to return and costs, please refer to the Returns section.

The Buyer is responsible for return shipping costs and insurance.

Please do not send your items back without first opening a return request, items sent back without a valid RMA number can not be refunded. 

Is your item faulty or damaged?

We do our best to make sure everything works perfectly, but if it doesn’t, our customer services team are here to help. 

Items we supply are required to comply with the contract. If they don’t, you have the following rights in addition to your legal rights.

My item has developed a fault within 30 days of delivery.

Within 30 days of receipt of the goods (excluding consumable items such as T5 tubes, Aquarium Salt, Aquarium Carbon or Bio pearls) you will be offered the choice of a repair, replacement or full refund. If your item develops a fault, please notify us via My eBay. If we agree an item is to be returned as faulty, we will send you a pre-paid postage label or arrange a collection at our expense. Please do not return the product and request a refund of the postage.

We will offer either a refund including postage costs, or a replacement product (stock permitting). The refund or replacement will be actioned once the original product has been returned to the iQuatics team for assessment and verification of the fault.

The fault has developed after 30 days but within 12 months of delivery.

From 30 days after receipt of the goods until 12 months, we will arrange for a repair or replacement of the goods. Once the item is returned to us and sent to our technicians, if a repair is not possible, we will offer either a refund including postage costs, or a replacement product (stock permitting). The Buyer is responsible for return shipping costs and insurance. The 12-month warranty starts from the date of the item's delivery.

If a product is returned as faulty but not found to have a manufacturing fault or if a fault has developed as a result of misuse, no product or postage costs will be refunded.

Where possible, damage in transit should be notified within 48 hours of receipt of the goods, please contact us via my eBay. We reserve the right to send out an engineer or technician to inspect the goods to confirm the fault before accepting the return.

Items returned to us via collection or pre-paid label will take 48 hours to be delivered back to us for assessment. Please note that it can take 3-5 days for any refund given to be shown in your PayPal account.

IMPORTANT

The iQuatics 12-month warranty applies to consumer purchases only. We reserve the right to reject warranty claims where the purchase is or appears to be of a trade or business nature or the item has been sold on within its warranty period. 

iQuatics are unable to accept any return where the item has been opened or a repair attempted by the customer any such action voids any implied warranty. 

Can we help? 

If you need any assistance a member of our team will be happy to help! Simply drop us a message using the contact seller option at the top of the page and we will get back to you as soon as possible