Our Returns / Postal Policy

We hope that you are pleased with your purchase from Fins-R-Us.  However, we understand that there are occasions when you need to return Item to us.

Item Faulty or Damaged on Arrival
If your Item is faulty or damaged on arrival, you have 7 days to inform us of the fault. When the Item is returned to us and the fault has been verified, we will either issue a full refund for the cost of the Item to your original payment method or replace the item. Please state your preference when advising of a faulty item.

Fish Deaths
Fins-R-Us Ltd will not and does not accept any liability for any fish death or other tank issues as a result of using our food or food products. Our food is manufactured to the highest standards, and is constantly used in our own tanks. Food usage by the customer is beyond our control, and due to such variables as storage, handling with unclean or hands that have been in contact with any substance that is not compatible with fish keeping (i.e. after washing up etc). Any possible claim will require full details of current feeding and foods, a water sample both before and after feeding our foods, as well as detailed history of water conditions, to include nitrate, nitrite and ammonia levels for the preceding 2 months.

Item Faulty in Warranty Period
If the Item develop a fault but it’s more than 28 days since receipt, then provided your product is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a special full on-site service and or telephone help facilities for your convenience which of course, we recommend you utilise in order to correct the fault quickly. 

If you have changed your mind

If you have simply changed your mind about your order and you wish to return your Item, then in line with the Distance Selling Directive (DSD) you can do so provided you inform us of this decision within 7 days from date of delivery. The Item must not be opened or used and must be ‘as new’ when returned to us. Once you’ve informed us of your decision to return Item under DSD, you have 14 days to do so at your own expense. Once the Item is received at Fins-r-us, we will issue a full refund to your original payment method. Please note this policy does have some limitations and does not apply to business customers.

If the fault turns out to be customers error
In some cases, manufacturers will charge a “No Fault Found” Charge, if when detailing with your return, it turns out to be user error and not manufacturer fault. E.g. filter not pumping water through, and it turns out to be blocked. The charge will be passed back to the customer to pay before the manufacturer returns the Item back to the customer.

Attempts for delivery
We use DHL for all large deliveries. Orders are sent via their Economy Delivery 24 – 72 Hour service. Their rules are they try to deliver three times and leave cards. If they cannot deliver on the third attempt the parcel is returned to local delivery office has to be collected from there within one week. After that it is returned to us. Any charges will be passed onto the customer.

Items Not collected or Rearranged for Delivery before couriers deadline
Non-Delivered / Unclaimed / Returned items will be sent again only after additional postal fee payment. Any returns charges or redelivery costs will be passed onto the customer

Who Pays for Returns to Fins-R-Us
All returns to us are at customers cost.

IMPORTANT!
No replacement will be dispatched until faulty or damaged item is returned.

When is a ltem lost in the post.
We cannot make a claim until 15 working days after posting (25 Days for international customers) as that is when Royal mail considers the item lost. During this time your item is still in the postal system due for delivery and most likely will be delivered.
If you feel your item may be lost we advise that you contact your local sorting office to see if they are holding it as well as contacting local neighbours to see if they have it. Royal Mail don’t always leave a card. If you haven’t received your item within 15 working days (25 days for international customers) please contact us and we will rectify the matter.