Product Returns

Thank you for purchasing from Artisan Aquatics. If you have a problem with a product that we have supplied, we’re happy to help.

IMPORTANT
To ensure we can deal with your product return swiftly, please ensure you complete and include a Product Returns Form when you return a product. Please print it fill it in and put it in the package. If you have any problems completing this form, please contact us and we will be very happy to help.

Below is a summary of our returns policy and process, however, if you have any questions, please do not hesitate to contact us at 07763327548 or sales@artisanaquatics.co.uk  

PRODUCTS NOT REQUIRED
	Returns Process
•	If a product is returned as “not required” the return must be initiated by notifying us or us receiving the item within 14 days from the date you received your purchase.
•	Items must be in their original state and condition and in the original packaging and labels.
•	Include any invoice, packing slip, or proof of purchase.
•	Once we receive your returned item, it will be inspected and a refund of the product will be issued as quickly as possible.
	Refund Process
•	Original carriage charges and return shipping charges are not refundable. You will receive a full refund of the original product price. Oase Products and specially order products can be subject to a restocking fee of 35%
•	If the original purchase included a discount code, this will be cancelled, or if already used, deducted from the product refund.
•	Refunds will be applied in the same way as the original purchase was made Refund Process.

FAULTY PRODUCTS (within guarantee period)
	Returns Process
•	If a product is returned as “FAULTY” the return must be initiated by notifying us or us receiving the item within the products guarantee period.
•	Include any invoice, packing slip, or proof of purchase.
•	Once we receive your returned item, it will be inspected / tested and if faulty a replacement product will be issued as quickly as possible.
•	We may need to contact you for additional information regarding any reported faults.
	Exchange Process
•	Return shipping charges are not refundable.
•	Any product replaced within the guarantee period will inherit the remainder of the original product guarantee.

FAULTY / DAMAGED ON DELIVERY PRODUCTS
	If a product is faulty or damaged on delivery (or very shortly afterwards) please contact us as soon as possible at 07763327548  or sales@artisanaquatics.co.uk  so that we can discuss the most effective solution to the problem.
NOT REQUIRED / FAULTY PRODUCT COLLECTIONS
	Although it is your responsibility to return not required / faulty products, we do understand this can be quite difficult to organise. If required, we can arrange for a courier to collect the item(s) you wish to return. This is a chargeable service. Please contact us as soon as possible at 07763327548  or sales@artisanaquatics.co.uk

A final word from the owners of Artisan Aquatics..

We take our value our customers, so if you ever have any concerns regarding our returns process or a product we have supplied, please do not hesitate to contact us. We will be happy to answer your questions fully and efficiently… Our customers are our business so we are always happy to help.