Refunds & Returns
At Parkers Aquatic Ltd we take customer service very seriously and endeavour to ensure that you are happy with your purchase and that it reaches you promptly and fully intact. However, we do recognise that from time to time circumstances can arise whereby you may need to return items to us.
I’ve changed my mind
If you decide not to keep the items that you have ordered from us, you have 14 days from the date of delivery to notify us of your intention to return them. You then have a further 14 days from the date that you notify us to return them to our premises (address below). Carriage back to us will need to be arranged by you at your own cost. We recommend that you obtain insurance and proof of postage as the items are considered your responsibility until they are in our possession. Please ensure that the items can be traced back to your order by including a copy of your order confirmation email. Any items received without identifiable origins will be treated as abandoned to us and will be returned to stock/disposed of accordingly.
In order for a full refund to be arranged, goods should be returned in an unused and complete condition and be in their undamaged original packaging with all original paperwork (manuals, warranty paperwork etc). In accordance with The Consumer Contracts Regulations 2013 deductions will be made from the refund amount should the product be considered not in a condition to be resold at the full retail price. Once we have received and inspected the items that have been returned, your refund will be processed within 14 days with monies being credited back to the original payment method.
The product is damaged
Please do not accept delivery of your Parkers Aquatic order if there are signs that it has been damaged in transit. If damage is detected after the items have been signed for please contact us straight away, if possible including photographs of the damage. We will then ask you to return the items to us at the address below at your own cost within 14 days for a refund or exchange. We recommend that you obtain insurance and proof of postage as the items are considered your responsibility until they are in our possession.
The product is incomplete
Please check the product packaging and paperwork to ensure that the items missing are actually included with the purchase of the product and are not optional extras that are available separately. If you are still sure that your item is incomplete please contact us as soon as possible and we will advise you how best the situation can be resolved. Typically we will either ask you to return the item to us at the address below within 14 days or we will source the missing part(s) on your behalf and forward them to you.
The product is faulty (less than 30 days after purchase)
If you believe that an item that you receive from us is faulty please notify us within 14 days and return it to us at the address below within 14 days of notification. Please enclose details of the fault and proof of purchase with the item as well as any warranty paperwork. We recommend that you obtain insurance and proof of postage as the items are considered your responsibility until they are in our possession. Once we receive the item we will inspect it thoroughly. If a fault is found we will arrange a repair or replacement and refund the return carriage up to a level that we consider reasonable (not more than the value of Royal Mail first class recorded). If no fault is found then carriage will not be refunded. You will be offered the choice of a refund to your original payment method or the return of the original item to you at your cost.
The product is faulty (more than 30 days after purchase)
Before considering the return of a warranty item, please check your warranty paperwork to ensure that the fault in question is covered and that your purchase is still within the warranty period. Please also note that whilst we are happy to act as a liaison, you may receive a quicker resolution if you approach the manufacturer directly.
Before you return used products to us please ensure that they are cleaned thoroughly so as not to compromise health and safety. Please enclose proof of purchase, warranty paperwork and details of the fault when you return the item. We recommend that you obtain insurance and proof of postage as the item is considered your responsibility until it is back in our possession. Please note that whilst we will inspect the product in-store some manufacturers require us to forward the item to them for a more detailed inspection. This will inevitably delay resolution. If a fault is found that falls within the remit and time frame of the warranty, we will arrange repair or replacement of the item and return it you as soon as is practically possible. If no fault is found or a fault is found that is considered to have been caused by unreasonable use/misuse then you will be contacted to check if you wish for the product to be returned to you in it’s current condition and at your own cost.
We regret that Gift Cards are not returnable, refundable or transferable.
Address for returns:
Parkers Aquatic Ltd
Tel: 01454 228761