Refund policy

Our 14-day return policy means once you received your product you have 14 days to send it back to us for a full refund.

For customers to be eligible for this policy they must return the product unopened in its original box/package with the seals/tags on just as you received it also having proof of purchase. 

For customers to initiate a return to us the first step is to contact us via email with order number at: customerservices@aquavalley.co.uk. Once you receive our confirmation customers can send the product back to: 

Aqua Valley, 251 Heybarnes road, Birmingham, B10 9HN

Once Aqua Valley has received your returned product, our team will inspect it and then notify if we can issue a full refund to the bank account/payment method you used to purchase the product. Please allow at least 3-5 working days for it to show up on your bank statement as your provider may take some time to process the refund request. 

PLEASE BE ADVISED IF YOUR RETURN HAS BEEN ACCEPTED WE ONLY ISSUE A FULL REFUND OF THE PRODUCT BEING RETURNED AND NOT ANY DELIVERY COSTS.

Damages/issues to products

We want to provide the best level of service to our customers and we understand as a business damages and issues can occur. We require customers who received their delivery to inspect your product on arrival, so if there are any concerns we can rectify it as soon as possible for you. Please inspect your product for: 

  1. Damage 
  2. Defects 
  3. Receiving the wrong products 
  4. Not receiving the expected product you placed an order for 

Customers who fail to report to us after inspection on arrival of their product will lose the eligibility for replacement or refund. You must report the same day you received the product.

For tissue culture plants it is natural you may receive them where the appearance inside the cups may vary or not what it seems form the pictures. This is due to plant stress from transport in darkness or in other cases some plants are much older so had more time to develop more plant mass compared to newer stock from another plant of the same or different species. In these case we do not issue any refund or replacement. 

For issues relating to your order please contact Aqua Valley at: customerservices@aquavalley.co.uk

Non-returnable/Non-refundable products

We do not unfortunately accept returns or issue refunds on:

  1. Plants 
  2. Products that have been put on sale
  3. Products purchased using gift cards

Exchanges 

We do not offer direct exchange on our website, however you still can request it via email at: customerservices@aquavalley.co.uk. The most efficient way is to return the product you do not want and once we accept it you make a separate purchase for the product you want and we will issue a full refund of the returned product.