We are a family run business and hand deliver all our Vivariums, Stands and Aquarium Hoods, due to this we have a delivery zone of Two Hours from Steyning, West Sussex (excluding some London areas within the red zone). Any London areas that are cycle roads or have restricted access we will not be able to deliver.
Even within our reduced delivery zone we are as busy as ever! Many customer are organising their own Furniture courier to collect or collecting themselves.
We welcome collections and we have courier contact information for customers outside our delivery range if you wanted to organise a delivery to your area. Anything organised by an outside courier becomes the responsibility of the person/courier transporting.
Please see refunds/cancellations for refund information but due to PayPal charging fees on refunds if a customer orders a vivarium that is outside of our delivery area, we can no longer refund the full amount so the fees will have to be charged. Unfortunately this is out of our control. It is important to read our delivery information before ordering.
All our products are extremely easy to assemble, please ask if you require any help with assembly or an instruction page (we can email these to you). Anything that is sent via a courier company (normally Apc couriers) will be sent flat packed.
Southdown Aquatics will at all times give our best endeavour to ensure a comprehensive delivery service but cannot be held responsible for any delays that are outside of our control e.g. weather restrictions.
Items that we hand delivery or sent by APC are our responsibility until a customer takes delivery (Excludes collected items by the customer or an outside courier). You must note when signing for the delivery any packaging damage, and if possible do not sign for deliveries as unchecked. Any instructions given for an unsigned delivery i.e. Please leave in garden shed are at the customers discretion, the customer shall be responsible for any packages which may go missing under these circumstances.
Any damages must be reported to us by phone or email within 48hours of delivery as if damaged in transit we can only put a claim in with the couriers within three days.
Delivery guaranteed subject force major and customer being available to accept delivery on first attempt (or giving special instructions for parcel(s) to be left in a safe place). Any parcels delivered via the courier will be attempted next working day from dispatch, if no one is home they will attempt to make the delivery one more time the following working day. After this your parcel will go to the local depot for collection, if you require to have the parcel redelivered after the two attempts this may incur a delivery charge .
Southdown Aquatics reserve the right to cancel an order at any time for any reasons beyond our control.
All our products are made to order and therefore non refundable (please see your rights under faulty goods).
We at Southdown Aquatics manufacture all our products to the customers specification e.g. size and colour. We do not keep anything in stock so we order materials, glass etc once the customer has selected the size and colour they require.
If you change your mind once you have ordered your vivarium we will take reasonable steps to see if we can offer you a refund, this is dependant on the size of your vivarium and whether we have started to manufacture your order or if it is out for delivery (fees will not be refunded).
Once you have taken delivery of the products to your home there will be no option for a refund (please see faulty goods for consumer rights).
We reserve the right to cancel any orders that may not be able to be fulfilled due to illness within the business and our staff.
Due to PayPal now charging fees on refunds we no longer be able to refund fees on cancelled items (Unless the item is out of stock and we can no longer provide the product).
This includes orders that are outside of our delivery zones.
Please see full shipping restrictions before ordering as we cannot refund fees if shipping conditions/delivery areas are not checked before ordering.
We work in line with Consumer rights act which states that any goods purchased should be as described, of satisfactory quality and fit for the purpose for which they were intended. Your rights vary depending on the nature of the fault and the length of time you have had the goods.
If your products has arrived damaged then please inform us straight away, we may ask for proof of damage e.g. photos, so we can ascertain what repairs need to be done. With any faulty product we will either repair or replace as soon as possible, please tell us of damages by courier within 48 hours of delivery so we can put in a claim with the couriers, we have a limited window of three days to report damages in transit so it imperative we are informed of damages in transit within 48hrs or we are unable to put in any claims through the courier service.
Any items collected that the customer has organised themselves through their own courier service is not our responsibility once the vivarium/product leaves our premises. Due to the sizes they are sent unpackaged and have to be booked as a furniture courier.
hrs have 30days to tell us of any damaged caused by delivery or a faulty product but please do tell us as soon as you can as we will endeavour to repair or replace asap.
We will not refund, repair or replace any product that has been damaged by the customer, this includes glass. Please see General Terms and conditions below.
GENERAL TERMS AND CONDITIONS
We will not replace or repair a product that has been damaged by water, damaged caused in assembling it incorrectly or general wear and tear. We can not pay for replacement glass that has broken once the customer has taken delivery of the product. We check every pane before delivery and all pieces are tried and tested in the vivarium it is supplied with.
We will not take responsibility in a product being damaged by items or other furniture or heavy items being placed in or on top as this could affect the structure of the product, unless requested in advance and we have agreed to this in writing (e.g we have agreed to make it structurally suitable and have agreed make alterations to the Vivarium).
All Vivariums must be used within it’s capabilities e.g over heating a Vivarium may affect its long term use as it could burn the Vivarium or make the wood expand. We take no responsibility for any animal or reptile being injured in a Vivarium as how a customer chooses to use their Vivarium is completely out of our hands and we trust that a customer will know how their reptile is meant to be kept.
We recommend that any new vivarium be fully assembled and glass checked before dismantling any other enclosures your reptile is in.
We want to continue to offer as many colours as possible. Due to the nature of the boards and some colours, e.g. white, will show blemishes. We pride ourselves on high quality sturdy vivariums but some blemishes in manufacture is unavoidable due to the nature of the wood (chipboard core).
Due to being built in a workshop and delivered straight from the workshop units might be slightly dusty. We clean them before delivery but it’s unavoidable when transferring direct from the workshop.
We as Southdown Aquatics take no responsibility in maintaining a vivarium correctly. All vivariums MUST be sealed with Aquatic grade silicone, we take no responsibility in sealing any of the vivariums delivered and do not offer this. It is the customer’s responsibility to seal their vivarium correctly and maintain the seal, if this is not done properly it could affect the vivarium i.e., swelling of the joints as this is a wood based product.
You must ensure that this is carried out before any reptile, substrate or other materials are placed in the vivarium and the silicone is left to dry for a minimum of 24 hours. Sealing means all corners, joints, ends of track, front and back of track (to prevent damage by water/condensation) We cannot take responsibility for any vivariums that are water damaged, vivariums are humidity resistant but are not water proof.
All vivariums should be sealed regularly. We cannot take responsibility for how long a vivarium will last as it is down to the customers personal usage and maintenance. As stated these are primarily wood products and have limitations to long term usage (and again to how they are maintained). Regular cleaning and maintenance is important, both for the animal and the vivarium.
We recommend that all Aquarium hoods are used with condensation covers on the tank to prevent excess rising moisture. The hoods are humidity/moisture resistant but are not waterproof. We cannot take any responsibility for hoods damaged by water as this is out of our control.