Terms and Conditions

Address: Pemfish.com Ltd  8 Chapel St, Wigan, WN5 8JP, United Kingdom

Company number: 15255231 

Enquires can be made by: Email info@pemfish.com

Prices are in G.B pounds sterling and are inclusive of VAT.

At Pemfish.com we are proud of our customer care, here we have a few terms and conditions to help you, and us.

1.Contract:

These terms of sale are applicable to all products provided by Pemfish.com. Your statutory rights remain unaffected. Placing an order for goods on our website constitutes your offer to purchase those goods. A contract for the sale of goods between you and us is not established until we have received and accepted your order, which is subject to our discretion to accept or decline any order. Upon placing your order, you will receive an automated acknowledgment indicating that we have received your order; however, this does not confirm our acceptance of your order. The contract or acceptance of your offer to purchase is only finalized when we dispatch an item to you. In the event that we choose not to supply an item for which you have already paid, a full refund will be issued. This contract is governed by your right to cancel (refer to condition 5). We reserve the right to terminate the contract if payment in full is not received in cleared funds. Pemfish.com may modify these terms of sale at any time without prior notice regarding future transactions. 

2. Goods:

We endeavor to accurately represent and depict products on our website. However, minor differences in items may arise due to, for example, updates made by the manufacturer. If you need clarification or additional details to ensure the product is suitable, please reach out to us prior to ordering.

Please note that product images are for illustrative purposes and are sourced from manufacturers. Your product may vary slightly from the displayed image but will always reflect the latest design.

The dimensions provided on product pages typically represent the packaging size and are intended for reference only. For precise dimensions of a product, we encourage you to contact us.

We strive to ensure that the prices listed on Pemfish.com are accurate when you place your order.

If we have incorrectly priced an item, we will take one of the following actions:

1. Cancel your entire order; or
2. Cancel your order for the incorrectly priced item and reconfirm your order for the items priced correctly. If any payment has been made, it will be refunded to your original payment method.
3. Notify you that a new order must be placed at the correct price for those items.

Should we find within 7 days of accepting your order that all of the ordered goods are unavailable, we will inform you and may cancel your order, issuing a refund or credit within 7 working days to your original payment method. If within 7 days of order acceptance we discover that only some items are unavailable, we will contact you with the option to cancel the entire order or to modify your order with a substitute alternative. If you do not select a substitute within 14 days, we will remove the unavailable item from your order and dispatch the available goods. Any payments made for the unavailable item will be refunded to your original payment method.

LIVE FISH

We guarantee our live fish for 2 days from purchase, we will happy to refund or swap any fish you have issues with providing you also bring with you a sample of your aquarium water.

DRY GOODS

Dry goods such as food, filters etc. we are happy to swap or refund no questions asked if the product in unopened and returned withing a 6 week period.

AQUARIUMS

All our aquariums have a year guarantee against leaks or cracks, if you have a issue, we will sort it with no issue.

3. Payment

Payment for your order can be made using any of the methods listed on Pemfish.com. Payment is required prior to the delivery of goods. If payment is not successfully processed, your order will be cancelled. Until full payment is received, the ownership of the goods remains with Pemfish.com. In cases where goods have been delivered but payment has not been completed, these items still belong to Pemfish.com. You must either complete payment within 30 days or return the items in their original, unused condition at your own cost. Please note that when using PayPal as your payment method, we may choose not to ship to unconfirmed addresses. Goods will not be dispatched until payment has been received and cleared. 

4. Delivery:

Delivery is made to the address you specify at the time of order completion. Once goods have been dispatched to the shipping address, it cannot be altered. Orders placed before our specified cutoff time will be processed and delivered as requested, assuming no additional security checks are needed and all items are in stock. If we cannot deliver to your address due to security policies at Pemfish.com, you will be informed promptly. Should you refuse delivery under the Distance Selling Regulations, or fail to receive the delivery because you have cancelled your contract under these regulations, Pemfish.com will refund or credit you within 7 days for any amount paid. Upon exercising your right to cancel, you are obliged to return the goods to Pemfish.com. If you do not return the goods, we reserve the right to charge for the costs incurred in retrieving them.

While we strive to deliver goods promptly after accepting your order, Pemfish.com is not responsible for any loss or damage due to reasonable or unavoidable delivery delays. We will notify you of any such delays as soon as possible. Upon delivery, you will be asked to sign for the goods. If the package appears damaged, please refuse the delivery. If you cannot check the contents at the time of delivery, sign for the parcel as 'UNCHECKED'. Failing to do this may impact future warranty claims.

Ownership of an item transfers to you upon delivery. This includes deliveries left in a safe place or with a neighbor at your request. The risk of damage or loss of the item also passes to you at this point. Items left as per your request without a signature are at your risk, and no claims for damage or loss can be made in such cases. If a delivery fails due to your absence (and a card is left for redelivery), the order will be returned to Pemfish.com if not redelivered within 4 days, and a refund will be issued for confirmed non-delivery orders.

5.  Your Cancellation Rights:

Please be aware that this cancellation policy is not applicable to business customers. You have the right to cancel your contract with Pemfish.com within 30 days of receiving the goods, as per The Distance Selling Regulations. To exercise this right, you must inform us through our returns page, either in writing or via email, within this timeframe. If you choose to cancel your contract after the goods have been delivered, you are responsible for returning the goods to Pemfish.com at your own expense. You will receive a credit for the returned goods within 7 days of their receipt by Pemfish.com.

Items that are made to order or cut to size are exempt from cancellation and are non-refundable. To receive a full refund, returned goods must be in a condition suitable for resale. If the returned goods are not in a sellable condition, your refund will be based on the condition of the goods. Products that are made to order or cut to size cannot be cancelled or returned for a refund once they have been dispatched. Orders cannot be cancelled once they have been dispatched and are in transit. 

6. Refund:

In the event that you qualify for a refund, we will process the refund to the same payment method used for the original purchase. It is important for you to inform us about any changes to your payment card details, such as the closure of the account initially used for payment. Please be aware that refund processing can take up to 7 days. For items not collected from the store, refunds will be issued after a period of 14 days. 

7. Warranty:

To report faulty goods, you may contact us by telephone, use the contact page form, or email info@pemfish.com.

All new products purchased from Pemfish.com come with a warranty period from the date of purchase, unless stated otherwise. This warranty is in addition to your statutory rights as a consumer. If a new product develops a defect within its warranty period, please contact us via the returns form or email. It's important to note that this warranty does not cover ex-display items and does not apply to defects resulting from normal wear and tear, intentional damage, accidents, negligence by you or any third party, misuse, failure to follow the manufacturer's or supplier's instructions, or any alterations or repairs done without Pemfish.com prior written approval. The manufacturer's warranty period begins from the original purchase date of the goods.

Any expenses incurred to claim warranty repairs or replacements, including postage, shipping and handling, travel expenses, lost time, or pickup and delivery, are the responsibility of the consumer. Items returned that are not considered valid warranty claims will be sent back to the customer at their expense.

8. Item not Required:

In accordance with The Distance Selling Regulation, if you want to return a product that you no longer desire, you must inform us either through our returns page or by email within 30 days of receiving the product. This notification is essential for processing your return in line with the specified regulations. 

8.1 Procedure for Returning Unwanted Goods:

If you wish to return unwanted items, it is your responsibility to send the goods back to Pemfish.com at your own expense. Upon receipt and inspection of the returned items, a credit for the goods will be issued within 7 days. It is important that both the goods and their packaging are returned in an 'as new' condition. Please include proof of purchase and a cover note explaining the reason for the return with the items. This will facilitate the processing of your return and credit.

8.2 After 30 days Pemfish.com is unable to refund or replace an unwanted/not required item.

9. Limitation of Liability:

Pemfish.com will not be responsible for any consequential loss incurred due to damaged or faulty items, delays in dispatch, delays caused by carriers, breach of contract, or any other reasons. Additionally, Pemfish.com accepts no liability related to third-party contractors and recommends that no installation arrangements be made until you have received your items. The total liability of Pemfish.com for any claims, regardless of their nature, shall not exceed the price of the goods we have supplied to you, the customer.

10. Data Protection:

Pemfish.com is committed to ensuring the security of your order and payment details. We will take all reasonable precautions to protect this information. However, Pemfish.com cannot be held liable for any unauthorized access to information provided by you, except in cases of negligence on our part.

11. Governing Law and Jurisdiction:

The terms of sale and the supply of goods from Pemfish.com are governed by and construed in accordance with English law. In the event of any disputes arising from the contract, the English courts will have exclusive jurisdiction.

Please note for sales outside the UK: Pemfish.com is not liable for any damage or loss that occurs during transit, whether for delivery or return. It is the responsibility of the buyer to arrange suitable insurance for the goods to cover such eventualities.