Here at Lincs Aquatics LTD, we pride ourselves on our customer service and aim to ensure that you are always satisfied. If you are dissatisfied with your order, please see the below returns & Refund Policy FAQ
Please Click Here for our digital returns form. We host the form with Google, this means all information you input is safe and secure! Please note this form will need to be filled in before we can process your return. If you are looking for the paper copy of this you can find this here
Once you have completed the returns form the item can been sent back to us. You do not need to wait for a response.
Where do I send my returns?
Returns are to be sent to the below address. Including if you purchased your item from one of our sister stores.
Lincs Aquatics LTD
FAO Arran Williams
How do I return an unwanted item/order?
We would recommend returning anything to us on a trackable service so that you can keep track of the return coming to us. Items must be packed well, as any damage caused in transit back to us you will need to claim from the courier. In this instance, we will be more than willing to provide you with photos. You are responsible for the shipping cost of returning the item.
How long do I have to return an item?
Our returns policy is 60 day from your purchase date. Your item must not be used and in a resalable condition. Please contact us via email at firstname.lastname@example.org, and our technical team will contact you to start the returns process.
If the return request is made after 30 days of the delivery date, then you may only be entitled to a partial refund
Are there any products that cannot be returned?
We cannot accept returns of products considered perishable goods; a few examples of these are (this list Is not definitive): Fresh food, Plants, Livestock, or magazines. Additionally, we cannot refund gift cards.
What information will you need from me to return the item?
To process your return, we will need to have proof of purchase from you. Proof of purchase could be in the form of an in-store receipt, order confirmation email or your order reference number. Proof of purchase will need to be sent to us in an email or brought into the store.
If your item has arrived damaged, we will need you to send us some photos of the item. These images are:
- Photos of the damage to the item
- Photos of the external packaging (e.g. the cardboard box)
- Photos of the internal packaging (e.g. the bubble wrap and items still in the box)
- A photo of our postage label on the box.
We will also need a brief description of what damage has occurred.
When will I receive my refund?
Refunds are issued once we have received the item back and inspected them.
You will receive an email from us confirming that we have received your item. Once the returned item is inspected, you will receive notification if your refund has been accepted or rejected.
If approved, your refund will be automatically applied to the original method of payment you used. Refunds usually take 1-5 working days, depending on your bank.
My refund was accepted but has not come through. What do I do?
In the first instance, we recommend contacting your credit card company or bank as it may take some time for them to process the refund. If your credit card or bank company cannot help, please contact us by email at email@example.com
Can I exchange my item(s) instead of having a refund?
We will only replace items that are defective or damaged. We can exchange it for the same item.
To request this, please email firstname.lastname@example.org. Once you have received confirmation from us via email, please return your item to our warehouse for inspection. Shipping details are provided in “where do I send my returns?”
I paid extra for shipping. Will I get my shipping cost back?
If the item is faulty or damaged, we will refund any shipping costs to you up to a first-class Royal Mail service.
I did not receive the total amount refunded I was expecting?
We will only honour a partial refund of your order in certain circumstances. These could be due to the item being received back damaged or missing an item that was of no fault of our own, or your request was made 30 days after your delivery date.
If you believe you have still be refunded incorrectly, please contact us via email at email@example.com