Thank you for shopping with Finest Fish Food. If you are not entirely satisfied with your purchase, we're here to help. We have designed our returns and replacement policy to be easy to understand and to comply with all distance selling regulations. If you are having a problem with your item, or wish to discuss returning an item, please contact us in the first instance and a member of our team will be able to advise further.

Change of mind returns for refund

You have 60 calendar days to return an item from the date you received it. To be eligible for a refund, your item must be unused and in the same condition that you received it. Your item must also still be in the original packaging.

Please include your full name and address and order number (if available) inside the parcel, so we can easily identify the sender. It is not necessary to include a returns authorisation number (RMA) inside the parcel.

We will notify you by email or telephone once the item has been received at our warehouse, and we will submit a full refund for the item cost back to the original payment method used to make the order. Please Note: It may take up to 3 working days for this refund to appear in your account after it is submitted. This processing time varies depending on the bank or financial institution.

Our returns address is:

Finest Aquatics

Unit 16 Montague Road

Widnes

WA8 8FZ

United Kingdom

We can accept returned parcels between the hours of 09:00 to 17:00 Monday to Friday.

Returning incorrectly ordered items for replacement

If you have ordered an item incorrectly and wish to swap for another item (for example, you order the incorrect size of filter media), we first need to arrange the return of the original order. Please follow the standard returns procedure stated above under ‘Change of mind returns for refund’ to return the order to us, and the original order will be refunded back to the original payment in full upon receipt of the order.

If you require a replacement item, this can be ordered at any point, and payment will need to be made for the new order at the point of purchase. It is at the customers discretion whether they wish to wait for the initial refund to be processed before reordering or wish to order the item straight away. In some case when items are required urgently, we recommend placing a new order for the correct parts as soon as the error is noted, for this order to be dispatched immediately, and then arrange the return of the incorrect order later for a refund.

Warranty replacements for items that have developed a fault

If you are experiencing a technical problem with your item, please contact us, as many issues can be resolved quickly and easily, and our support staff can arrange to have spare parts shipped if required to fix the item. Please provide as much information as possible, and if images can be supplied, this can help us easily diagnose the problem with your item.

If we suspect there is a fault with the item, we may ask you to return the item to us for further investigation. We have access to a range of testing equipment and our experienced and knowledgeable technicians will investigate the problem. We will immediately notify you on receipt of the item. Once testing is completed, we will share the results with you. If the item can be fixed, we will arrange this and then ship the item back to you immediately. If the item is beyond the scope of repair, we will arrange to have a replacement item shipped to you immediately on our expedited delivery service. Your warranty period will then be reset to the date the repaired or replacement item has been shipped.