Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopen or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@tunnelaquatics.co.uk If your return is accepted, send the return to Tunnel Aquatics, Within Vertigrow, Malton Road, York. YO32 9TL Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@tunnelaquatics.co.uk
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (frozen food, plants, shrimp, snails and fish) We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Shrimp and snails (livestock)
Please check your water parameters before ordering shrimp and make sure the aquarium is suitable. For example testing with a test kit and a TDS pen is recommended when keeping shrimp.
When purchasing you have the option to receive your delivery on either a Tuesday or a Thursday. For example if you place an order on Saturday and select Thursday delivery your order will be sent the Thursday immediately after the Saturday you place your order.
If you miss your livestock delivery the order will be returned back to us an a refund will not be given.
When your order arrives you must open and check the live shrimp/snails straight away.
Any deaths on arrival should be photographed in the unopened bag and again on a plain surface outside of the bag. This will mean you are eligible for a refund on the dead on arrivals.
Once ready you should acclimate for a minimum of 2 hours.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopen or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@tunnelaquatics.co.uk If your return is accepted, send the return to Tunnel Aquatics, Within Vertigrow, Malton Road, York. YO32 9TL Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@tunnelaquatics.co.uk
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (frozen food, plants, shrimp, snails and fish) We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Shrimp and snails (livestock)
Please check your water parameters before ordering shrimp and make sure the aquarium is suitable. For example testing with a test kit and a TDS pen is recommended when keeping shrimp.
When purchasing you have the option to receive your delivery on either a Tuesday or a Thursday. For example if you place an order on Saturday and select Thursday delivery your order will be sent the Thursday immediately after the Saturday you place your order.
If you miss your livestock delivery the order will be returned back to us an a refund will not be given.
When your order arrives you must open and check the live shrimp/snails straight away.
Any deaths on arrival should be photographed in the unopened bag and again on a plain surface outside of the bag. This will mean you are eligible for a refund on the dead on arrivals.
Once ready you should acclimate for a minimum of 2 hours.