Terms and Conditions

NewWave Aquatics will do all that it can to make sure that your order reaching your in perfect condition.

By purchasing products from our online shop, you agree to the following terms:

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Payment

We accept Visa, MasterCard, Maestro and Solo. All our payment process is hosted on a secure server handled by Wix.

Price

Due to circumstances beyond our control, prices may fluctuate because of, for example, changes imposed by manufacturers or currency rates. The price quoted on the website is in pounds sterling (£). The total cost of your order is the price of the goods.

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Availability

All orders placed with NewWave Aquatics are subject to availability. In the unlikely event that an item is out of stock, every effort will be made to highlight this on the website. However, if you order something that is out of stock a member of the team will contact you by email to advise you of this and tell you when it will be back in stock and organise it to be sent out at that point or organise a refund, or exchange, or a credit for when the item is back in stock.

On rare occasions, more than one customer may have the same item in their baskets and place their orders at the same time – if this happens the person who checks out first will secure the item and we will contact the other customer.

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Colour reproduction

Every reasonable care is taken to make sure the reproduction of colours on the website is accurate. However, there may be a slight variation because of the limits of technology.

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Making a Purchase

All in stock orders placed before 12pm (Monday to Thursday) will be dispatched the same day for a next day delivery. Orders which are received after 12pm and on Friday will be dispatched the next working day and Monday respectively.

If for any reason your order encounters a delay we will contact you via email to notify you.

Once your order has been dispatched you will be sent an email notification. Further to this you will be sent an additional notification detailing your tracking details. On the morning of delivery a message will will be sent stating your 1 hour estimated delivery slot. 

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Cancellations

If you have submitted an order which has not yet been dispatched we will issue you with an immediate refund. A cancellation notice must be sent to NewWave Aquatics in written form using the email address info@NewWaveaquatics.co.uk. Any orders that have already been dispatched or received other than in the case of a damaged or arrival cannot be refunded. NewWave Aquatics is responsible for the products whilst they are in our possession.

Returns

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To Return your Order Process

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If you find that the item is not suitable, then we will be happy to offer a refund or exchange within 7 days of purchase, subject to our terms and conditions. Please contact NewWave Aquatics via the email address info@NewWaveaquatics.co.uk and include the following information:

• Your full details, your name, address and postcode

• Date of purchase and the date you accepted delivery of the item

• Reason for returning the item (unwanted/ Faulty/ Damaged etc)

• State if you would like your item replaced or fully refunded

 

We will contact you within 48 hours with our feedback and advise you further on returning your item. No refunds will be processed until they are received and fully inspected by one of our team. 

Items must be returned within 7 days of purchase, and be in their original condition, and packaging and fit for re-sale. Items that are purchased through the NewWave Aquatics website may be returned for a full refund (excluding delivery charges), or you may wish to return an item for a suitable exchange. Please note postage and packing will be charged for all exchanges, and we do not pay for the cost of the postage for the item you are returning to NewWave Aquatics. In all situations your item must be returned to us at your own expense. 

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Livestock Policy

In any instance we cannot accept return of any livestock purchase. We ask that you take the proper precautions before placing any order of livestock by fully researching the coral. We cannot accept the return of the item once your order has been placed and/or received and reserve the right to deny refund. Special instances in which you have mistakenly ordered an unsuitable item and the item has not been processed for dispatch and is still in our possession we will endeavour to cancel your order for you. We will always try our best to do what we can for our customers and we always ask that you try and get in touch with a member of the team for any advice or help.

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Livestock Dead On Arrival (DAO) policy

If your livestock item is received DOA we ask that you contact us immediately. We reserve the right to refuse refund if we are not contacted on the same day after accepting delivery of your item. We reserve the right to refuse refund in any instance we deem appropriate of any deaths of livestock removed from their original shipment packaging after 24 hours. We ask that you take a photograph of the livestock in its original packaging and use the email address info@NewWaveaquatics.co.uk to email us. We reserve the right to refuse refund if we suspect any foul play or misconduct when handling your new livestock item. Once the items are placed in to your aquarium, responsibility is transferred to you and we can no longer be held responsible for any losses from that point onwards.

Exchanges

If you would like to exchange your product, please state which product you would like to exchange it for. We are happy to offer an exchange (for items other than live stock), subject to availability.

The original receipt must be enclosed with the package. We'll also provide you with a return reference – please enclose this with your receipt, and make sure the item is repackaged securely. Please use a trusted delivery service as NewWave Aquatics cannot take any responsibility for items lost in transit.

Please contact us on info@NewWaveaquatics.co.uk for the return address.

We use a trusted and assured parcel delivery service and please make sure the postage is fully paid. If NewWave Aquatics is required to pay for additional postage charges, this will have to be deducted from your refund. We also recommended that you obtain a proof of postage receipt.

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