Change or cancel an order
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items. If you need to, remove items from your order or cancel it completely, please contact Alf (Aquatic Distributors) Limited at sales@alfltd.co.uk Please quote your order number and order date. If your order has already been collected or delivered, then you will need to follow our returns procedure in the event of any unwanted products. There are some products which we cannot cancel, refund or exchange such as made to order aquariums.
Consumer Contracts Regulations 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after you have collected the goods from the store, or they have been delivered to your nominated delivery address. Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address. You can cancel in writing or by email to sales@alfltd.co.uk. If you decide to cancel, you should return the goods to the store you collected them from within 14 days of such cancellation. If your goods were delivered please contact us for advice on returning the goods. We will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery unless you requested an enhanced or special delivery that cost more than our standard delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. If we can do so we will reimburse the value at the time of return, otherwise we will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Missing or Incorrect Items
You should notify us as soon as possible by email, letter or telephone as to the nature of the problem. We will rectify the situation immediately, subject to stock availability, although in some cases we may require you to return the incorrect item, quoting the unique Returns Number, initially at your expense. We will of course refund you any return carriage or postal charges upon receipt of the goods. Returns, which should clearly show our unique Returns Number, should be made by the cheapest method available, and proof of posting obtained. Do not send items back by Special Delivery as we will not be responsible for refunding this additional cost to you
Faulty or Damaged Goods
In the event that you receive faulty or damaged goods, you must first contact us and obtain a unique Returns Number, and then return the goods to us initially at your own expense, together with such documentation necessary:
To enable us to identify you as the purchaser of the goods, for us to establish the nature of the damage or fault and for us to know whether to exchange/repair item, swap for alternative item, or complete a refund of purchase price.
We will examine the goods, and in the event that they are damaged or faulty, we will repair or replace them at our absolute discretion, but due to the wide range of products we supply, it may be necessary for the goods to be passed back to the manufacturer for their expert assessment of the alleged damage or fault. We will do this within a reasonable time which we agree will not exceed 21 days.
In such cases where the goods are deemed to be damaged or faulty, we will refund you your return postal or carriage charges.
In such cases where we or the manufacturer have tested the goods and find the goods not faulty, they will be returned to you at your expense.
Returns should be made by the cheapest method available, and proof of posting obtained. Do not send items back by Special Delivery as we will not be responsible for refunding this additional cost to you.
In certain cases where the item is of an unusual size or weight, we may arrange a direct exchange, where our carriers will swap over the goods for you. Please contact us for details
Manufacturer’s Warranty’s & Guarantee’s
In the event that you have to return any goods purchased from us under the Terms of any Manufacturer’s Warranty or Guarantee, then the following rules apply:
You must first contact us obtain a unique Returns Number which must be quoted clearly on all/any goods returned.
You must return the goods to us at your own expense, together with such documentation necessary:
To enable us to identify you as the purchaser of the goods, to enable us to establish the date of original purchase and for us to establish the nature of the damage or fault.
We will examine the goods, and in the event that they are damaged or faulty, we will repair or replace them at our absolute discretion, but due to the wide range of products we supply, it may be necessary for the goods to be passed back to the manufacturer for their expert assessment of the alleged damage or fault. We will do this within a reasonable time which we agree will not exceed 21 days.
The repaired or replaced goods will be returned to you free of any carriage charges. In such cases where we or the manufacturer have tested the goods and find the goods not faulty, they will be returned to you at your expense.
Returns which should show clearly our Returns Number, should be sent to:
ALF (Aquatic Distributors) Limited, Telford Way, Cambridge Road, Bedford MK42 8EH
