General Terms and Conditions


Contacting Us

Please use the contact us page to send any general enquiries or correspondence via email. If you wish to track the progress of your order, please visit your account. Any updates will be posted and you will be informed by email. If you would like any advice before you order or for general customer service enquires please email us or telephone 01252 447479 during normal working hours Monday to Friday 9am–5pm. You can also write to us at Unit 6, Enterprise estate, Station road west, Ash vale,GU12 5QJ.


All prices quoted are in pounds (£) sterling and inclusive of UK VAT (where applicable), but exclude delivery charges. We reserve the right to alter our prices at any time and without prior notification. In the unlikely event that we have advertised an incorrect price for a product we will contact you for you to confirm you are happy to pay the correct price. If you do not wish to continue with the order we will cancel the order and raise a full refund.


You will always be quoted a delivery charge, we will quote the figure to you at the point of order. If you do wish to collect from the unit this may be possible by prior arrangement through direct contact  on 01252 447479. If the items are being delivered this will be using an overnight courrier service, with deliveries available Tuesday to Friday during normal working weeks.

Upon delivery please ensure you check the goods before signing for them. If any of the goods are damaged on arrival please do not accept the delivery and instruct the courier to return the goods to sender. Once you have accepted the goods any errors or damages should be notified to us as soon as possible so we can rectify any problems.

We will always try to deliver goods within the quoted lead times and you will be notified by email if this is not possible for any reason. Examples of this would be due to adverse climatic conditions or other factors that may affect the welfare of the fish.

Incorrect Or Damaged Goods

If you receive any damaged goods or incorrect goods please contact us at freshwateraquatics@googlemail.com to report the problem. We make every effort to ensure the fish travel safely but we will be pleased to offer a credit or refund for fish that are dead upon arrival on the producing of the dead fish in the packaging as you receive it.

Returning Goods

We do not accept returns of Live fish. We please ask for this reason that you ensure the items you are purchasing are suitable for you tank or pond.


In the unlikely event that you should ever need to complain, you can contact us in the following ways:

By Phone: 01252 447479
By Email: freshwateraquatics@googlemail.com
By Post: Unit 6 Enterprise estate Station road west Ash vale GU12 5QJ

Privacy Policy

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