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Returns & Refunds Policy

At Tees Reef, we want you to be happy with your purchase. This Returns & Refunds Policy explains the process for returning products, requesting refunds and reporting issues with your order.

Due to the nature of marine livestock, different rules apply to live fish, corals and other living organisms compared with equipment and accessories.

1. About Us

TEES REEF AQUATICS LIMITED trading as Tees Reef is a marine aquarium retailer specialising in:

  • Marine fish.
  • Live corals.
  • Aquariums.
  • Aquarium equipment.
  • Accessories and related products.

Registered Company Name:
TEES REEF AQUATICS LIMITED

Company Number:
14000199

Registered Office:
139 Yardley Wood Road
Birmingham
B13 9JG
United Kingdom

Website: www.teesreef.com

Email: info@teesreef.com

 

2. Live Livestock Returns

Live marine livestock, including:

  • Marine fish.
  • Live corals.
  • Other live marine organisms.

cannot be returned once delivered due to animal welfare, health and biosecurity considerations.

If livestock arrives deceased or there is an issue relating to transport, please refer to our:

Livestock DOA (Dead on Arrival) Policy

Any DOA claim must be submitted according to the requirements and timeframe stated in that policy.

3. Equipment and Accessories Returns

For non-living products, including:

  • Aquarium equipment.
  • Pumps.
  • Filters.
  • Lighting.
  • Accessories.
  • Other dry goods.

you may request a return within 14 days of receiving your order, provided the item:

  • Is unused.
  • Is in its original packaging.
  • Includes all parts, accessories and manuals.
  • Is in a resalable condition.

Items that have been used, installed, damaged or altered may not be accepted for return.

4. Returning an Item

To request a return, please contact Tees Reef before sending any item back.

Please provide:

  • Your order number.
  • Details of the item you wish to return.
  • The reason for the return.

We will provide return instructions where applicable.

Items returned without prior approval may not be accepted.

5. Return Shipping Costs

Unless an item is faulty, damaged or incorrectly supplied:

  • The customer is responsible for return postage costs.
  • Original delivery charges are non-refundable.

We recommend using a tracked delivery service when returning items, as TEES REEF AQUATICS LIMITED cannot be responsible for items lost or damaged during return transit.

6. Faulty, Damaged or Incorrect Products

If an item arrives faulty, damaged or incorrect, please contact us as soon as possible.

Please provide:

  • Your order number.
  • Details of the issue.
  • Photographs where applicable.

We will assess the issue and, where appropriate, may offer:

  • A replacement.
  • A repair.
  • A refund.

7. Refunds

Once a returned item has been received and inspected, we will confirm whether the return has been approved.

Approved refunds will be processed using the original payment method.

Please allow reasonable time for your payment provider to process the refund.

8. Exclusions

Returns may not be accepted for:

  • Live livestock.
  • Used aquarium equipment.
  • Products damaged through incorrect use.
  • Items missing original packaging, parts or accessories.
  • Items that are no longer in a resalable condition.

9. Customer Responsibility

Customers are responsible for ensuring:

  • Products are suitable for their intended aquarium setup.
  • Equipment is installed and used according to manufacturer instructions.
  • Live livestock purchases are suitable for their aquarium environment.

10. Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.

Where products are faulty, not as described or do not meet your legal rights, we will deal with the matter in accordance with applicable consumer protection legislation.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Website: www.teesreef.com
Email: info@teesreef.com