UK Free Returns
Do you want to return any of your aquarium accessories? No problem! Returns are FREE for all UK customers.
- How do I arrange a return?
- How long does it take to process my return?
- Returning faulty item
- Missing or incorrect item
- Returns can be arranged via our online by contacting the CO2Art Customer Service to make arrangements for return.
Be sure to to provide the following details:
- Your Web Order Number
- Reason for return
Once return approved. We will provide you with an RMA (Return Material Authorisation) number.
Before returning any Product(s) to us please check that you have: - Received a RMA number (issued on request)
- Enclosed all accessories, in box warranties and other material supplied unless informed otherwise
- Ensure the RMA number is clearly displayed
- Seal the packaging securely
We recommend you obtain proof of postage and forward it to us. Once return received, we will issue store credit to cover your return cost.
Please use standard Royal Mail Small Parcel service as we won't reimburse currier and special delivery services.
Returned items that have been subject to a free shipping offer and are being returned for a monetary refund not exchanged goods or a credit note will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs.
- It can usually take up to 10 working days (excluding weekends and bank holidays) for your return to be delivered back to our warehouse.
We’ll send you an email as soon as we’ve received your return in its original condition and either order your replacements or apply your refund to your original payment type. This is usually done within 1 working day.
If you've returned multiple items from different orders, please allow up to 72 hours for all items to be processed.
Any refund will automatically be issued to the card you used to place the original order. This typically takes 5 working days in the UK, dependent on your bank/card issuer.
We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
- It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.
You always have the option of an exchange or refund if the fault occurs within 30 days of delivery. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
If a fault is found with any aquarium accessories a replacement will be send to you via next day delivery free of charge.
If the product is found not to be faulty, we will then return the item back to you and there will be a cost of prepaid return label and postage (£4.99). This payment will need to be made before the item is returned to you. If an item is returned as faulty and in warranty and our wholesalers no longer stock the item, we will issue full product cost refund.
I have received an incorrect item in my orderIf you have received an incorrect item in your order, please contact our customer service team. We will then advise on how to proceed with the return. Please include as many details as possible about the error.
An item is missing from my orderRegrettably mistakes can happen. Sometimes we don't send everything you've ordered at the same time, so please first of all check your packing note or dispatch emails to see if any of your items will be arriving separately.
If the packing note states an item should be in your parcel but it is not, please contact our customer service team, who will try to rectify the mistake as quickly as possible.