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We know that you will be pleased with your purchases from CMC Aquatics. However, there may be occasions when you will need to return items to us.
Items Damaged in Transit
If any items are damaged in transit, we ask that you report it to us within 7 days. If the items are visibly damaged on receipt, its best to sign the carriers delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we will issue a replacement or full refund to you via your original payment method. Usual practice is for CMC Aquatics to collect such a damaged item but if you have been asked or agreed to return the product we will reimburse your reasonable return carriage costs up to £5.95 (Orders from out side the UK will be returned at that customers expence and no reimbursement will be given).
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement and reimburse your reasonable return carriage costs (up to a maximum of £5.95) or have the item collected ourselves please contact our customer service before returning any goods. We test returned items, and if a returned item is found not to be faulty we will return the item to you, in this instance you will be liable for the return carriage.
It is the customers responsibility to return the product at their own expense after 28 days and also the customers responsibility within the 28 days if requesting a refund.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and its more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or replacement (it is the customers responsibility to return the product at their own expense after 28 days). In some cases, manufacturers provide a specialist telephone help line for your convenience which we recommend you use in order to correct the fault quickly.
If the product manufacturer does not have a help line then please contact us directly either in writing, by email or by telephone.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used and must be as new when returned to us. Once you have informed us that you wish to return goods under the DSR, you have 30 calendar days to do so, at your own expense. Once the item is received at CMC Aquatics, we will issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.
All returning goods are the responsibility of the customer if returning for refund and should be in a resaleable state on return.
Need to return an item?
You can request a return by contacting our customer service department please do this before returning a product. You can contact us either by telephone or in writing.
Note 1: Sending an email is not a guaranteed way of contacting us. If you have not had a response to your email within 48hrs not including weekends or holiday periods then please telephone or contact us in writing.
Note 2: Sales from out side of the UK: CMC Aquatics is not responsible for damage or loss in transit and it is up to the buyer to arrange any additional insurance on the goods to cover this. This applies to delivery and returns.
In addition to this policy you should also refer to our general Terms of Sale.
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