Terms & Conditions

FREE Delivery for orders of £150.00+. Flat fee of £5.99 for orders under £150.00

All items are sold as per description of the manufactures and are covered by their guarantee, as some of the items we sell are commercial they are covered by different warranties, if you are unsure please contact us for further details.

Orders under 1kg will be sent by Royal Mail. All other orders will be sent by parcel carriers. We try to send all fish food orders over 1kg by "Next Working Day" delivery (but we can not guarantee delivery day) for orders received before 11:00 am (later if possible) and within 2-3 working days for other goods and food orders of less than 1kg. We will deliver to Mainland UK addresses only.

All parcel carrier deliveries need to be signed for. If you instruct the courier to deliver without a signature, any loss or damages will not be covered.

Cancellations
In accordance with The Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order within 7 days from the date of the order being delivered to you (cooling off period) without having to give a reason.

Cancellations are not accepted by telephone and must be by one of the following methods:
a) Email to: cancellations@orchardfisheries.co.uk
b) Letter to: Orchard Fisheries, 131 West Way, Lancing, West Sussex, BN15 8NB

When cancelling an order under the regulations you are required to return the goods, at your own expense, to Orchard Fisheries, 131 West Way, Lancing, West Sussex, BN15 8NB within 7 working days of delivery. If you do not actually return the goods then you are under a duty to make the goods available for collection, at your expense, from the address to which they were delivered.

You are under a duty to retain possession of the goods whilst awaiting return to Orchard Fisheries and to take reasonable care of them during this period. You will be liable for any loss of or damage to the goods if you fail to comply with this obligation. Orchard Fisheries cannot accept liability for packages damaged during transit. It is your responsibility to pack the product adequately to prevent damage.

Proof of postage is not proof of delivery you are therefore strongly advised to send your package by recorded delivery, registered post or courier, and to insure the goods for their full value.

A full refund will be made for a cancelled order as soon as the returned goods have been received by Orchard Fisheries (not more than 30 days from the date the order was made).

Returns
Please check all deliveries, as any signed for & received in good condition will not be covered.

Please check the electrical supply and clean the item first before phoning. Over 90% of returns are due to lack of maintenance, and will be returned for a fee + delivery.

1) Any faulty item: Please contact us first in case it can be fixed with a spare part that we can send out to you, or a simple problem that can be fixed without sending the item backwards and forwards across the country.

2) Items must be returned packed correctly and delivery paid.

3) Items with physical damage are not be covered by the warranty.

4) Misuse or incorrect installation is not covered.

5) All items must be clean. Any items returned dirty will not be checked (Health and safety).

6) On checking, faulty items will be replaced or repaired and returned under the warranty.

7) Check the instructions for what is covered (impellers/bulbs are not normally covered).

Note: Make sure you have a back up for your main pump should it fail, as even next day delivery both ways will take at least 3 days for a replacement to arrive.

The items on this site are products that we have personally used and are happy with, anything that is not up to our personal standard or we feel is not worthy we will not sell.

We have often sold what the customer wants but in the end we have to exchange or swap to what we suggested in the first place)

Unlike many people if you are not happy with what you have bought or feel we have sold you something you don't need, we will be quite happy to exchange it or refund if required , we always offer our best and honest advice. We may be a bit direct, but never rude and we don't expect this from other people so if you have a problem please feel free to contact us and we will do our best to sort out a solution.

Orchard Fisheries reserve the right to cancel any order if thought to be fraudulent or resulting from a pricing error.