Terms and Conditions

Last updated: 14 September 2026

Welcome to Aquatropics, a family-run aquatic business based in London. These terms set out the agreement between you and Aquatropics when you buy live aquatic animals or aquarium products through aquatropics.co.uk. They explain ordering, delivery, animal care, cancellations and the remedies available if something goes wrong. Your statutory consumer rights are protected throughout.

1 About Aquatropics

Aquatropics is the trading name of Aquatropics London Ltd, registered in England and Wales under company number 15717057. References to “we”, “us” and “our” mean Aquatropics London Ltd; “you” means the customer placing the order.

Registered office, trading and complaints address:
Aquatropics London Ltd
94 Basement South Ealing Road
London, England, W5 4QB

Email: sales@aquatropics.co.uk
WhatsApp: 07464 593131
Website: aquatropics.co.uk

Our fish-selling activity is licensed by the London Borough of Ealing. Licence holder: Falah Nejadfazel. Licence number: 26LIC08005PETS. Licensed premises: the address above. Licence valid from 18 May 2026 to 17 May 2027.

Please contact us by email or WhatsApp and include your order number. Customer service is provided in writing. Please contact us before transporting live animals back to us so we can arrange a safe return. You do not need our permission to give a valid statutory cancellation notice.

2 Placing an order

You must be at least 18 to order from this website. Check the species, quantities, delivery date, address and contact information before paying. Please tell us promptly if you notice an error.

Placing an order is an offer to buy. An automated acknowledgement confirms receipt of your order; it does not by itself confirm acceptance. We accept your order when we expressly confirm acceptance or dispatch the goods, whichever happens first. Taking payment or creating a shipping label alone does not confirm acceptance or dispatch.

If we cannot accept your order because stock is unavailable, payment fails, delivery is outside our service area or there is a genuine listing error, we will explain and refund any payment for the unaccepted items. Once accepted, changes require your agreement unless these terms or the law provide otherwise.

3 Product descriptions and animal selection

We supply the species, variety, quantity and other characteristics stated in the listing. Please read the full description, including whether the price is for one animal, a pair or a group.

Unless described as the exact specimen for sale, photographs show examples. Natural colour, markings and appearance vary between individuals and may change with maturity and settling in. Published sizes are approximate, but animals supplied must still match their description within a reasonable tolerance.

Sex is guaranteed only where the listing expressly states a sex or a sexed pair. Preferences entered in order notes are requests unless we expressly accept them. Assorted or randomly selected listings allow selection within the advertised group, not an unrelated species or a lower-value substitute.

4 Prices and payment

Prices are in pounds sterling and include applicable taxes. Delivery charges and any discounts are shown before payment. We will not add an undisclosed compulsory charge after you order.

Payment methods are those offered at checkout. If we discover a genuine pricing error, we will contact you before proceeding at a different price. You may decline the corrected price and receive a refund for the affected items. Accepted contracts remain subject to your legal rights.

5 Availability and health checks

Our range includes animals obtained to fulfil customer orders. Availability can change, and we assess animals before dispatch. We will not knowingly send an animal that is unfit to travel.

If an item is unavailable or fails its health check, we will tell you as soon as reasonably possible, preferably before dispatch. We will refund the affected item unless you agree to a later delivery or an alternative. You do not need to place another order to receive a refund.

We will not substitute a different species or variety without your agreement. Where a missing item materially affects the purpose of the rest of the order, contact us so we can discuss cancellation or another appropriate solution, without limiting your legal rights.

If we remove an item, we will not retrospectively charge extra delivery because the order falls below the free-delivery threshold.

6 Delivery arrangements

Delivery availability, charges and the expected date are shown at checkout. Our usual combined delivery charge is £20, with free delivery on qualifying orders over £200, subject to the eligibility shown before payment.

We usually dispatch on Wednesday for Thursday delivery, or Thursday for Friday delivery. We do not offer weekend delivery. “Next day” describes the planned transit after dispatch, not the time from placing your order. The date confirmed for your order takes priority over this usual schedule.

A tracking number or completed-order email may be generated when a label is created. This does not mean the parcel has been collected. Tracking normally becomes active after the courier scans it, often during the evening. Early automated estimates may differ from your confirmed delivery date.

Unsafe weather, animal welfare concerns or courier disruption may require a delay. We will tell you promptly and discuss a revised date or cancellation and refund where appropriate. This does not remove your rights if an agreed or legally required delivery deadline is missed.

7 Receiving your order

Arrange for a responsible adult to receive the parcel at the correct address and bring the animals indoors promptly. Contact us before requesting a courier diversion, depot hold or change of date, as these can put live animals at risk.

If an incorrect address or a missed delivery causes a problem, we will investigate what happened. Any request to pay additional delivery costs will be explained, reasonable and based on costs actually caused by your error. A missed delivery does not automatically remove all refund rights.

We remain responsible for goods while they are with the courier we arrange, until they reach you or a person you nominate to receive them. Contact us about delayed, lost or damaged parcels; we will handle the courier investigation. Tracking marked “delivered” does not automatically settle a dispute about receipt or contents.

8 Adding items to an existing order

Additions are possible only while checkout shows the same delivery date as your original order and we can combine the parcels. Contact us with both order numbers. If we confirm combined shipping after you have paid a second delivery charge, we will refund the duplicate charge. Orders showing different dates cannot be assumed to travel together.

9 Arrival checks and reporting a problem

Inspect your delivery promptly and check the animals and quantities against your order. Please report deaths on arrival, missing items, incorrect animals or visible illness as soon as possible, ideally on the day of delivery.

Send your order number, a description of the problem and clear photographs. Where practical, record a continuous unboxing video showing the label, unopened parcel and contents. Photographs of animals in their original bags can also help. Do not delay necessary care or keep animals in unsafe conditions to obtain evidence.

A video is helpful evidence, not an absolute condition of a remedy. We consider other reasonable evidence. Reporting later, opening a bag or introducing an animal to an aquarium does not automatically invalidate a claim, although delay can make the cause harder to establish.

10 Dead on arrival and missing items

If an animal arrives dead or an item is missing, we will assess the evidence and offer a refund of the price paid for the affected item, or a replacement by agreement. If you prefer, a replacement can accompany your next order at no extra charge for that animal. You are not required to make another purchase to obtain a remedy to which you are legally entitled.

If the whole shipment is lost or all animals in a livestock-only order arrive dead, we will refund the order and its delivery charge, unless you choose an agreed replacement. For a partial problem, delivery refunds depend on the circumstances and your legal rights; the original charge is not automatically refunded where the rest of the order is properly fulfilled.

11 Animal care and problems after arrival

Prepare a suitable aquarium before delivery and follow appropriate acclimatisation and care guidance for the species. Consider adult size, water requirements and compatibility. Ask us before buying if you need advice about a particular setup, and tell us any specific purpose you are relying on us to assess.

After delivery, an animal’s health depends in part on its environment, handling and interactions with other animals. We may request photographs, a timeline and relevant water-test results to understand a problem. We do not promise unlimited survival or cover harm caused solely by unsuitable care after delivery. However, we remain responsible where animals were unhealthy, misdescribed or otherwise failed to meet your legal rights when supplied. Introduction to a tank does not end that responsibility.

12 Cancellations and change of mind

Please contact us immediately if you wish to cancel before dispatch. Where we can stop an undispatched order, we will cancel it and refund the cancelled goods and any unused delivery charge. Creating a label alone does not prevent cancellation.

For goods covered by the statutory cancellation right, you may cancel without giving a reason from placing your order until 14 days after the day you, or your nominated recipient, receive the goods. For one order delivered separately, the period generally runs from receipt of the last item. Notify us by email, WhatsApp or a clear written statement; the optional form below may be used.

The statutory change-of-mind right has specific exceptions, including goods liable to deteriorate or expire rapidly. Any exception we rely on must apply to the particular goods and be clearly explained before purchase. Live animals are not treated as exempt solely because they are alive. Your rights where goods are faulty, unhealthy when supplied or misdescribed are unaffected.

Return eligible goods within 14 days of telling us you are cancelling. You pay the direct return cost for an ordinary change of mind if disclosed before purchase. For eligible live animals or other goods that cannot normally be returned by post, contact us to arrange suitable collection. You are responsible for the direct collection cost only where the cost, or a reasonable estimate, was disclosed before purchase; otherwise we bear that cost. Do not send live animals through an unsuitable postal service.

For cancellation of a complete eligible order, we refund the goods and the cheapest standard delivery option offered. An upgrade above that delivery cost is not refundable. We refund within 14 days of receiving the goods back or evidence of return, whichever is earlier. If we offer collection or no goods were supplied, we refund within 14 days of your cancellation notice. We may make a lawful deduction for diminished value caused by handling beyond what was necessary to inspect the goods, but we do not charge a cancellation or restocking fee.

13 Faulty goods and refund payments

Goods must meet their description, be of satisfactory quality and be fit for any purpose we have agreed. If they do not, the Consumer Rights Act 2015 may entitle you to rejection and refund, replacement or a price reduction. The applicable remedy and time limits depend on the circumstances and nature of the goods.

Contact us before returning a faulty item so we can arrange an appropriate return or collection at our cost. We use a safe method for live animals. Refunds are made to the original payment method unless you agree otherwise, without a refund fee and within applicable legal deadlines. Bank processing may take additional time.

14 Complaints and resolving disputes

Please send complaints to the email or postal address in section 1, with your order number, relevant evidence and the outcome you are seeking. We will assess your complaint fairly, explain our findings and keep you informed while it is being resolved. If we cannot resolve your complaint, we will provide information about an appropriate alternative dispute resolution provider and whether we are willing or required to participate, as required by law.

Contacting us does not prevent you from using a payment-provider dispute process or seeking legal remedies. Please provide accurate information. Any refund already received will be taken into account so the same loss is not reimbursed twice.

15 Responsibility and legal rights

We are responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for fraud, death or personal injury caused by negligence, or anything else that the law does not allow us to exclude.

These terms are for consumer purchases. For purchases for resale or other business purposes, please contact us to agree suitable terms before ordering.

The law of England and Wales applies, without depriving you of mandatory protections available where you live in the UK. You may bring proceedings in the courts available to you under applicable consumer law, including the courts of Scotland or Northern Ireland where appropriate.

16 Privacy and changes to these terms

Our Privacy Policy explains how we use order and contact information, including sharing necessary details with payment providers and delivery companies. Our Cookie Policy explains website cookies. Accepting these terms is not consent to optional marketing.

We may update these terms for future orders. The version agreed when we accept your order applies to that purchase unless you agree to a change or the law requires it. If a provision is unenforceable, the remaining terms continue where legally possible.

17 Optional cancellation form

Complete and send this form only if you wish to cancel an eligible purchase. You may instead send any clear cancellation statement.

To: Aquatropics London Ltd, sales@aquatropics.co.uk, or 94 Basement South Ealing Road, London, England, W5 4QB.
I/We give notice that I/We cancel my/our contract for the following goods:
Goods: ______________________________
Order number: _______________________
Ordered on / received on: ______________
Customer name: ______________________
Customer address: ____________________
Date: _______________________________
Signature (only if submitted on paper): __________________